ZipRealty Opens Door to IP Contact Center Solution from Mitel
Internet Real Estate Brokerage Selects Mitel for Advanced Features and Functionality
NEW YORK, New York, and Ottawa, Ontario, Aug. 21, 2006 – Mitel®, the trusted provider of IP communications solutions, today announced that ZipRealty, Inc. (Nasdaq:ZIPR), a full-service and Internet-enabled residential real estate brokerage, has selected the Mitel Customer Interaction Solution and the Mitel 3300 IP Communications Platform (ICP) to connect its 20 offices across the United States. The Mitel solution is intended to help ZipRealty improve employee communications and efficiencies in its business processes.
To enhance internal communications and address employee needs efficiently and cost effectively, ZipRealty purchased the Mitel Contact Center Management solution for its employee help desk helpdesk. The help desk provides employees with a single point of contact for any assistance they need, no matter where they are located in the country. In addition, the comprehensive browser-based management application allows for sophisticated real-time monitoring, historical reporting and forecasting across all contact center media: voice, e-mail, web chat and fax.
“We are a fast-growing business and in order to continue our momentum we needed to find an IP communications system that not only enhances our internal communications, but also allows us the opportunity to implement Mitel’s advanced suite of presence and collaboration applications in the future,” said Derek Suzuki, director of engineering at ZipRealty. “The Mitel solution provided us with the flexible, scalable, communications platform that we were looking for.”
The converged voice and data network is comprised of the 3300 ICP and ProCurve Networking Adaptive EDGE Architecture by HP. Equipped with standard unified messaging, the 3300 ICP will be deployed at ZipRealty’s headquarters in California enabling advanced features and functionality to users across the entire network. The solution is hosted in one central location but, in the event of network failure, it is equipped with remote gateways to offer seamless fallback capability.
“ZipRealty’s decision to deploy a Mitel solution demonstrates a forward-thinking communications strategy that will help them improve workforce mobility, and enhance operational efficiencies,” said Mitel’s president and chief operating officer, Paul Butcher. “The Mitel solution provides ZipRealty with a full-featured, easy-to-manage system that increases customer service levels and enables them to connect to third-party partners more quickly and effectively.”
The 3300 ICP provides ZipRealty with a host of advanced IP applications including:
Mitel Enterprise Manager - Providing ZipRealty central management for the entire network through a suite of management tools that allow simple configuration, control and management of the Mitel network by minimizing repetitive tasks and automating many standard processes.
Mitel Speech Server – Enables users through conversational speech recognition capabilities to make calls and access sophisticated telephone features simply by telling the system what to do, eliminating the need to memorize multiple telephone numbers.
Mitel Automatic Call Distribution (ACD) - Providing the capabilities for routing calls, queuing and prioritization, automatically re-routing or expanding the availability of agents based on current queue conditions and controlling after-hours service.
Mitel completed the project with its solution provider, Standard Tel, Inc. (STI), one of the largest Mitel Platinum Service Providers in the western United States.
STI provides converged communications solutions to large enterprises. STI, founded in 1979, is a traditional voice and data communications company, which was early to implement a convergence strategy providing customers with a single point of contact for advanced voice and data applications design, implementation and support. The company’s early focus was associated with the sales, installation and maintenance of large multi-location PBX systems, voice mail systems, call centers and supporting products. For more information visit www.standardtel.com.
ZipRealty is a full-service residential real estate brokerage firm. The company uses the Internet, proprietary technology and efficient business processes to provide homebuyers and sellers with high-quality service and value. Founded in 1999, the company currently operates in 18 major metropolitan areas in 11 states and the District of Columbia. The company’s client-centric business strategy utilizes a sophisticated Web site, which enables home buyers and sellers to access comprehensive local Multiple Listing Services, home listings data, and other relevant information. ZipRealty also utilizes a proprietary business management technology platform, which reduces costs and allows the company to pass on significant financial savings to consumers. This Internet-enabled, technology-driven, employee-based model provides the company with a distinct competitive advantage, allowing ZipRealty to consistently deliver outstanding service to clients. For more information on ZipRealty, visit www.ziprealty.com or call 1-800-CALL-ZIP.
Mitel is a leading provider of integrated communications solutions and services for business customers. Mitel’s voice-centric IP-based communications solutions consist of a combination of telephony hardware and software that integrate voice, video and data communications with business applications and processes. These solutions enable our customers to realize significant cost benefits and to conduct their business more efficiently and effectively by enabling enhanced communications, information sharing and collaboration within a business and with customers, partners and suppliers. Mitel is headquartered in Ottawa, Canada, with offices, partners and resellers worldwide. For more information, go to www.mitel.com.
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