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Mitel Steps up to the Plate with Advanced Mobile Communication Capabilities to Support the MLB All-Star Game


Presented By: Mitel

On Tuesday, July 12, the top players in the American League and National League will take the field at San Diego’s Petco Park for Major League Baseball’s 87th All-Star game. But behind the scenes, one of the most stellar players in cloud and mobile communications is already hard at work to enhance the fan experience. 

Global business communications provider Mitel collaborated with the San Diego Padres, host team of the midsummer classic, to deploy an end-to-end omni-channel solution that incorporates personalized contact center software features which enable season ticket holders to connect directly to their dedicated service representative. By unifying communications platforms, Mitel also provides the flexibility and scalability required for the Padres to handle added demand for All-Star game tickets as well as additional major entertainment events.

“The MiContact Center Suite is geared to help valued customers quickly locate the right expert to help them with their needs," said Jon Brinton, President, Cloud Communications for Mitel. “Entering contextual keywords such as ‘season tickets’ or ‘All-Star game’, ensure that interactions can be routed to the right agent. We offer a global solution that empowers mobile consumers all over the world. Mitel communications applications are now being used to support government-based healthcare questions, helping to connect retirees and pensioners in European nations with experts to answer specific inquiries.’

Mitel is focused on delivering what Brinton refers to as ‘mobile-first, cloud-enabled and millennial-focused communications and collaboration’. “Millennials are an increasingly dominant part of the service sector,” he said. “They now account for more than one third of the workforce and more than 60% of IT specialists. They are the first generation of digital natives and expect information to be readily at hand. We embrace the philosophy that work is not just a place you go, but a thing you do. Our impetus is to seamlessly bring mobile communication and collaboration capabilities to those who rely on their mobile devices to do their jobs.”

Several months in advance of the All-Star game, Petco Park also served as the host site for Mitel Next, an event for current users, potential clients and channel partners. It was their third such gathering in the past eight months, an innovation destination where Mitel spotlighted:

The newest generation of MiContact Center. This mobile centric customer engagement platform delivers the agility that companies now require to adapt and grow. It enables an advanced digital customer experience across real-time communications social media with CRM integration. It also offers a cohesive view into a customer's profile, which links with advanced skills-based routing capabilities to deliver a more satisfying customer experience.

MiCloud.  Mitel's cloud communications solution portfolio, intersects with more than 20 cloud-based CRM platforms as well as  productivity applications such as Microsoft Office 365 and Google Apps.

Real-Time Communications.  In partnership with Unisys, Mitel introduced MiStealth security technology to provide enterprises and service providers secure mobile access to the cloud and ensure they remain protected against security threats and data breaches, In addition, Mitel Performance Analytics make real-time communications for large campuses more intelligent and capable with advanced monitoring, analytics and mass-notification tools that proactively detect and address performance problems before they impact the user. The solution incorporates 24/7 monitoring, real-time alerts, and testing tools for rapid problem resolution. Mitel Mass Notification services provide a reliable communications channel when conventional email, text, voice and video communications fail.

“Both workplace and consumer communications are now more centered on mobile devices with users expecting instant and seamless access to services from anywhere," said Brinton. “We believe Mitel now has its own all-star line-up of solutions in place to help businesses understand how to benefit from tying together different modes of communication to achieve greater speed and simplicity.”