[June 21, 2000]

Mitel And Prairiefyre Deliver Call Center Reporting Software With Internet Access

Mitel Communications Systems, a division of Mitel Corporation, announced an agreement with prairieFyre Software Inc. to deliver an Internet-based call center reporting solution. prairieFyre's CyberACD Call Center Reporting and Management Software is now available on Mitel's SX-200 and SX-2000 Communications Systems.

The new Automatic Call Distribution (ACD) solution offers managers unlimited mobility and flexibility in processing and managing call center information. Currently, managers must access call center data from on-premises PCs. With CyberACD software running on Mitel PBXs, managers can now log on to any PC with Internet access to run reports, monitor real-time activities, chat online with agents, create staffing forecasts, program security options and perform many other management functions -- all over the Web.

CyberACD is the only Web-based, scalable ACD management information system that utilizes Microsoft Excel and Microsoft Internet Explorer to house all applications in a familiar and intuitive user interface.

"This solution offers customers with Mitel PBXs access to the real-time information they need for effective call center monitoring and reporting from anywhere they have access to their LAN or the Internet," said Bruce Tsuji, director of business applications, Mitel Communications Systems.

"The Internet and other technological advances have changed the way call centers communicate and manage information," said Clarke La Prairie, president, prairieFyre. "prairieFyre's Web-based capabilities and Mitel's strong PBX experience will allow our customers to improve communication and manage their call center information more efficiently."

prairieFyre's CyberACD Reporting and Management Software for the Mitel SX-200 and SX-2000 is ideal for call centers of all sizes. Using Microsoft Distributed interNet Applications (DNA) architecture, CyberACD collects information from the Station Message Detail Reporting (SMDR) and ACD data streams of the Mitel system and stores it in a Structured Query Language (SQL) database. The open SQL database is ideally suited for integration with third-party e-commerce and Customer Relationship Management (CRM) applications.

In addition to its Web-based and scalability features, prairieFyre CyberACD offers the following applications:

• Reporter: Scheduled or on-the-fly reports are automatically rendered in Microsoft Excel and displayed in presentation quality, two- and three-dimensional graphs.
• Report Inbox: Displays the status of all reports generated under any manager's name. Report Inbox allows supervisors, other departments, or external clients to access information based on permissions provided by CyberACD's robust Windows NT security features.
• Inspector: Includes extensive search functions that allow managers to find such information as when agents log off or verify caller complaints of excessive waits.
• SuperAdvisor: Displays agent and queue statistics in color-coded sections on the manager's desktop. The statistics change color when pre-defined performance thresholds are exceeded, keeping supervisors informed of changes in call center activity and allowing them to take corrective action.
• AgentAdvisor: Offers customizable agent desktop display and agent chat features. Allows agents to view real-time call center statistics and activity including multiple queues and agents. Supervisors and agents can communicate essential information without leaving their seats using AgentAdvisor's online chat feature.
• Wall Boarder: Updates employees with the latest queue performance, agent availability statistics and important messages displayed on multi-color Spectrum reader boards.
• 4Sight: Allows managers to improve customer service by accurately predicting future call volumes and agent requirements, and find the level of service that is right for their operation. Pricing and Availability

prairieFyre CyberACD Call Center Reporting and Management Software for the SX-200 and SX-2000 Communications Systems is available now, starting at US $4,000. The product is available in four levels: one to 10 agents, one to 25 agents, one to 100 agents, and one to unlimited agents.

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