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VMware and Mitel Bring Desktop Virtualization to the Contact Center

VMware and Mitel Bring Desktop Virtualization to the Contact Center

Integrations Enable Contact Center Managers to Better Serve Customers with Centralized Administration, Better Security and the Ability to Reduce Costs

LAS VEGAS – February 13, 2012 – Today at the VMware® Partner Exchange 2012, VMware, Inc. (NYSE: VMW) and Mitel (NASDAQ: MITL) 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, while empowering the center to lower costs. This solution provides contact center agents with cloud-based access to contact center functionality as well as a unified desktop and communications device (soft phone or desk phone) wherever they may be.

In addition, Mitel announced the availability of Mitel’s virtualized Unified Communicator® (UC) Advanced client software for VMware View. Additional information on both solutions can be found at this link:

"We chose Mitel specifically 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 components from physical devices and delivers them as a managed service from a centralized location, such 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, while also extending their desktop and mobile environment to anywhere an end-user has an Internet connection.

For the contact center manager, this can allow for greater flexibility when bringing on additional agents during times of peak capacity, while maintaining centralized control over each agent. IT managers can reap similar cost and control benefits, while 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™ further 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 customers have consistently pushed for more flexibility in terms of managing their agents, as well 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."

Interested parties can view a demo of this joint solution at VMware's booth and Mitel's booth No. 602 at VMware’s Partner Exchange 2012, currently taking place in at the Venetian Hotel and Resort in Las Vegas through Thursday, Feb. 16, 2012.

Additional information on Mitel Contact Center Solutions can be found at:

Additional Resources

About Mitel

Mitel (NASDAQ: MITL) is a global provider of business communications and collaboration software and services. Mitel's Freedom architecture provides the flexibility and simplicity organizations need to support today's dynamic work environment. Through a single cloud-ready software stream, Mitel delivers a powerful suite of advanced communications and collaboration capabilities that provides freedom from walled garden architectures and enables organizations to implement best-of-breed solutions on any network; extends the "in-office" experience anywhere, on any device; and offers choice of commercial options to fit business needs. For more information visit:

Mitel and the Mitel logo are registered trademarks of Mitel Networks Corporation.
All other trademarks are the property of their respective owners.

About VMware

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

VMware and VMware View are registered trademarks and/or trademarks of VMware, Inc. in the United States and/or other jurisdictions. The use of the word "partner" or “partnership” does not imply a legal partnership relationship between VMware and any other company.

All other marks and names mentioned herein may be trademarks of their respective companies.