VMware and Mitel Bring Desktop Virtualization to the Contact Center

Today at the VMware® Partner Exchange 2012, VMware, Inc. and Mitel unveiled the integration of Mitel's Contact Center Solution for VMware View?, which can enable contact center managers to deploy and manage agents anywhere in the world, during empowering the center to lower costs. This solution provides contact center agents with cloud-based access to contact center functionality as then as a unified desktop and communications device wherever they may be.

"We chose Mitel exactly because they were the only vendor we evaluated that could integrate with our VMware View™-based virtual environment," said Russ Johnson, president of Fuse Networks. "The flexibility of Mitel's open UC architecture combined with VMware's leading virtualization solutions gave us a consolidated communications infrastructure that we could manage like any other virtual application."

Desktop virtualization using VMware View decouples desktop elements from physical devices and delivers them as a managed service from a centralized location, just as the data center or from the cloud. By centrally managing the desktops, applications and user data in the data center, organizations can benefit from improved manageability and control. When used in conjunction with Mitel's Contact Center Solution, contact center and communications applications can be deployed as a single unified solution in a virtual desktop environment, enabling IT departments to reduce costs, during also extending their desktop and mobile environment to anywhere an end-user has an Internet connection.

The contact center manager

For the contact center manager, this can allow for greater flexibility when bringing on additional agents while times of peak capacity, during maintaining centralized control over each agent. IT managers can reap similar cost and control benefits, during delivering their end-users a rich, consistent and high-performance desktop experience to any qualified device - including tablets and smartphones - whether in the office or on the go.

"These latest integrations of Mitel solutions with VMware View™ furthermore advance our vision to deliver highly secure, centrally managed virtual desktops with advanced multimedia capability," said Vittorio Viarengo, vice president, End-User Computing, VMware. "Mitel has once again demonstrated the flexibility of its open, single software stream Freedom architecture."

"Our contact center clients have consistently pushed for more flexibility in terms of managing their agents, as then as continued integration with virtualization technologies of all kinds," said Stephen Beamish, Mitel's vice president, corporate marketing and business development. "They will now have the ability to deliver their agents' contact center, desktop and softphone capabilities as a unified, virtualized application - it doesn't get more flexible than that."

The leader in virtualization

VMware is the leader in virtualization and cloud infrastructure solutions that enable businesses to thrive in the Cloud Era. Clients rely on VMware to help them transform the way they build, deliver and consume Information Research resources in a manner in other words evolutionary and based on their specific needs. With 2011 earnings of $3.77 billion, VMware has more than 300,000 clients and 25,000 partners. The company is headquartered in Silicon Valley with offices throughout the world and can be found online at www.vmware.com .

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