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Productivity Enhancing Mitel Applications Deliver Heightened Customer Responsiveness for Chile Retailer Hites


Centrally managed converged network eases expansion

SANTIAGO, Chile and OTTAWA, Canada - December 11, 2006 – Chilean retailer Hites looked to big name brands when it went shopping for a new communications system, and it found value in applications delivered by Mitel® IP communications solutions. Finding its origins in door-to-door sales launched by Alex and Isaac Hites, the 66 year-old family-owned national department store chain was seeking a business communications partner that would provide solutions to increase productivity, reduce costs and improve customer service.

“When the founders first started out, customer service was personal and a commitment was made with a firm handshake,” said Walter Adorno, telecommunications manager at Hites. “We were looking for similar qualities in our communications partner and though we were unfamiliar with them, we selected Mitel IP communications applications because of their commitment to help solve the business challenges we face and their promise to deliver value.”

Located throughout Chile, Hites’ nine stores are linked via the Mitel 3300 IP Communications Platform (ICP). Architected to deliver resilient, robust switching, routing and call control, the 3300 ICP’s scalability provides enough capacity to meet the retailer ambitious growth plans. The efficiencies of operating and managing a single integrated network via Mitel’s Enterprise Manager provides Hites significant cost of ownership savings. Additional operating, administration and maintenance cost reductions are derived by the inherent flexibility and lower power consumption of the more than 250 Mitel IP phones deployed, and the virtual elimination of onsite visits for moves, adds and changes (MACs).

“We understand that technology is one ingredient in the achievement of an organization’s objectives to reduce costs and increase efficiency and effectiveness,” said Mitel president and chief operating officer, Paul Butcher. “While technology is a tremendous enabler, Mitel’s ability to blend technology with Hites’ specific goals have delivered the ability to communicate effectively across boundaries - to employees where they are working, to business partners and to customers.”

The addition of Mitel’s Contact Center Solutions has provided improved customer responsiveness and increased employee productivity with a single point of contact for any assistance they need, no matter where they are calling from 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.

Mitel won the Hites contract in partnership with SWITCH Comunicaciones, a telephony and IT solutions provider headquartered in Santiago with capabilities that span the domestic and Latin American markets. The enterprise division provides contact centers and call automation solutions to companies and organizations that need to modernize customer services, upgrade their operational network and make them more efficient.

About Mitel
Mitel is a leading provider of unified 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 customers to realize significant cost benefits and to conduct 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, visit

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