List of Mitel Workforce Optimization Customers
Kanata, K2K 3K1, ON,
Canada
Since 2010, our global team of researchers has been studying Mitel Workforce Optimization customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Mitel Workforce Optimization for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Mitel Workforce Optimization for Workforce Management include: Libro Credit Union, a Canada based Banking and Financial Services organisation with 800 employees and revenues of $250.0 million, Markerstudy, a United Kingdom based Insurance organisation with 1423 employees and revenues of $150.0 million, Spokane Teachers Credit Union, a United States based Banking and Financial Services organisation with 907 employees and revenues of $120.0 million, TruStone Financial Credit Union, a United States based Non Profit organisation with 560 employees and revenues of $106.0 million and many others.
Contact us if you need a completed and verified list of companies using Mitel Workforce Optimization, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Mitel Workforce Optimization customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Libro Credit Union | Banking and Financial Services | 800 | $250M | Canada | Mitel | Mitel Workforce Optimization | Workforce Management | 2015 | n/a |
In 2015, Libro Credit Union implemented Mitel Workforce Optimization. The deployment focused on Workforce Management capabilities within Libro’s contact and branch voice operations, aligning Mitel Workforce Optimization with broader voice performance tooling to support customer service and finance functions.
The Mitel Workforce Optimization installation included inferred recording, quality monitoring, and workforce scheduling and management capabilities, reflecting common WFO module patterns for contact-center voice management. Configuration emphasized agent recording and quality assurance workflows, with workforce capability configurations to support scheduling and shift management for service teams.
Mitel Workforce Optimization was deployed alongside MiVoice Business and MarWatch fault and performance monitoring, integrating voice quality telemetry and fault alerts into the workforce management stack. Operational scope covered Libro branch and contact service sites across Canada, enabling centralized voice quality monitoring and supporting remote troubleshooting of branch voice infrastructure.
Governance centered on instrumenting monitoring and remote remediation workflows to reduce downtime and improve voice quality monitoring, these outcomes were explicit objectives of the deployment. The implementation linked Mitel Workforce Optimization, Workforce Management, and Mitel infrastructure to standardize incident response and quality assurance processes for customer service and finance operations.
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Markerstudy | Insurance | 1423 | $150M | United Kingdom | Mitel | Mitel Workforce Optimization | Workforce Management | 2015 | Britannic Technologies |
In 2015 Markerstudy implemented Mitel Workforce Optimization to support a Workforce Management program standardizing group telephony across the organisation. The 2015 deployment was positioned against a multi-platform estate as Mitel became the primary business telephony system and consolidation activity continued across the group of more than 3000 employees.
The deployment architecture included a hosted Mitel controller cluster composed of 12 controllers, using eight vMCD instances and four ISS servers, supporting phased user migrations. Prior migration waves reported in 2014 moved 1000 users onto the cluster and Q2 2014 consolidated a further 1250 users from an old Mitel cluster of seven 3300s, with Q3 and Q4 of 2015 migrating an additional 750 users from other telephony platforms.
Markerstudy implemented the Mitel Workforce Optimization application alongside the broader Mitel application suite, operationalising IQ, CCM, YSE, WFS, IVR, and CCC capabilities for contact routing, workforce scheduling, and operational monitoring. Voice recording was managed via Redbox and call logging via Oak, while daily operational responsibilities included user administration, moves adds and changes, queue creation and reporting, and consulting with business areas on training process and routing improvements.
Britannic Technologies supported the implementation as the systems integrator, and operational governance was structured around a small engineering team that scaled from two to four engineers. The programme covered supplier relationships, out of hours support, NGN management and site and system documentation, and it routinely assimilated telephony assets from acquisitions as part of the ongoing migration to Mitel Workforce Optimization and the Workforce Management environment.
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Spokane Teachers Credit Union | Banking and Financial Services | 907 | $120M | United States | Mitel | Mitel Workforce Optimization | Workforce Management | 2014 | n/a |
In 2014, Spokane Teachers Credit Union implemented Mitel Workforce Optimization, deploying the Mitel Workforce Optimization application as part of a broader contact-center upgrade. The deployment accompanied a move to Mitel MiContact Center Enterprise to modernize contact-center functionality and to better manage a distributed and remote member services workforce in North America. The project targeted member services in the finance process area and centralized contact-center instrumentation for staffing and reporting.
Mitel Workforce Optimization was applied in a Workforce Management context to deliver workforce reporting and to support forecasting, scheduling, and call recording workflows consistent with WFO suites. The implementation used vendor aligned integration with Mitel MiContact Center Enterprise to consolidate interaction data and recordings into centralized workforce reporting and adherence monitoring. Configuration emphasized agent scheduling, forecast driven shift planning, and centralized recording to enable remote agent oversight and operational consistency.
Governance emphasized centralized reporting and process controls owned by member services and contact-center management to manage distributed agents. Vendor case material reports better in-house reporting and higher staff productivity as outcomes of the deployment. The implementation established a foundation for ongoing workforce reporting, forecast based scheduling, and remote workforce oversight across STCU's North American member services operations.
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Non Profit | 560 | $106M | United States | Mitel | Mitel Workforce Optimization | Workforce Management | 2021 | BSB Communications |
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Buyer Intent: Companies Evaluating Mitel Workforce Optimization
- Media Worldwide, a India based Media organization with 70 Employees
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