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Customer Experience Mistakes to Avoid

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Digital transformation of the customer experience has changed the way customers expect to communicate with your business. Christian Szpilfogel, Vice President of Strategy for Mitel, addresses some of the customer experience pitfalls he’s seen in the industry, and what your business can do to avoid them.

Mitel - Top Customer Experience
From the video:

My name’s Christian Szpilfogel, and I’m VP of Strategy here at Mitel. The majority of today’s population has gone digital. Every one of us is a digital consumer. As we become increasingly dependent on our mobile devices, our expectations for customer service have completely changed.

Our quick access to information in a business’s web site, and our equally quick access to their competitors, has made customer experience the new battleground for businesses. In fact, a recent Dimension Data study on customer experience found 81 percent of companies recognized CX, or customer experience, as a competitive differentiator.

Unfortunately, only 13 percent self-rate their CX delivery at nine out of 10 or better. This presents a powerful opportunity for your business to transform its customer experience to leapfrog your competition.

Let’s look at the top CX pitfalls to avoid. First, lacking multimedia capabilities. Customers want the flexibility to choose the best channel for their particular situation. 52 percent of consumers will use three or four channels to connect with your business. It’s critical to offer communication options other than voice, such as social media, web chat, and SMS.

Second, leaving gaps in customer’s history. Nothing is more frustrating to your customers than initiating the conversation through one channel and having the history of that conversation completely lost when they engage through another channel, leaving them to explain their issue or request all over again. Today’s buyer journey is anything but linear, meaning your customer experience must be consistent and intelligent at every stage and through every channel. To avoid this pitfall, ensure every customer interaction is documented and follows the customer as they engage with any member of your business. Otherwise, you risk losing engaged prospects to your competitors that are doing it right. If you do this correctly, you’ll have all the information you need for a customer experience that’s predictive, proactive, and personable.

Third, missing the big picture. There’s nothing wrong with selecting different tools from multiple vendors to address different needs, but choosing from best of breed solutions this way can be a serious customer experience pitfall if you’re not choosing third-party solutions that integrate seamlessly. For example, using an over-the-top web chat client that doesn’t communicate with your CRM and other important applications can result in disjointed, inconsistent, and frustrating experiences for your customers. Recently, I spoke with a customer that discovered a 5 percent increase in efficiency through integrating its third-party tools into the contact center. The result was an astounding savings in the ballpark of about 1.5 to two million pounds sterling.

Stay tuned for the next video blog in our customer experience series, or subscribe to the blog using the box on the sidebar to have fresh content delivered straight to your inbox each week.

by the Experts at Mitel

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Mitel Product Security Advisory 18-0001

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Side-Channel Analysis Vulnerabilities

Advisory ID: 18-0001
Publish Date: 2018-01-08
Revision: 1.0

Summary

On January 3rd, 2018, researchers disclosed three vulnerabilities that leverage speculative execution capabilities of many modern processors. These vulnerabilities may allow unauthorized disclosure of information between different user processors and between user and kernel processes.

The vulnerabilities are referred to as Spectre (CVE-2017-5753, CVE-2017-5715) and Meltdown (CVE-2017-5754), that differ in the specific type of speculative execution exploited.

To successfully exploit these vulnerabilities, the attack vector requires malicious code executing on the same processor. Many Mitel products do not support installing custom software and are not directly vulnerable when running on dedicated systems. When running as a virtual machine in a shared hosting environment, Mitel products may be impacted by malicious code on the host.

Speculative execution is a capability to improve the performance of processors. As such, security updates to mitigate these vulnerabilities are expected to have performance penalties, the extent depending on the specific processor, operating system and application workload. Early results indicate performance benchmark testing, designed to stress specific processor components, may see negative performance impacts of 10 – 30%. These results are generally not representative of typical application workloads where various system bottlenecks constrain performance. The performance penalty is not expected to have a significant impact for most Mitel systems which operate well within their performance limits. Mitel is continuing to investigate performance impacts and will provide further information as available.

Security updates are being released by processor, operating system and virtualization providers. Early guidance indicates that server updates support tuneable configuration to allow a trade-off between security and performance. Customers concerned about performance impacts are encouraged to review the available guidance and to assess the trade off between security exposure and performance impacts as applied to their own deployment environment.
Mitel recommends customers apply all available security updates as they become available. For Mitel products which include the underlying operating system, Mitel will be providing product updates.
Mitel is not aware of any active exploits of these vulnerabilities.

Mitel continues to investigate these vulnerabilities and information may change as the investigation continues. This advisory will be updated as information is available.

Products Under Investigation

All products are being evaluated for the impact of these vulnerabilities and the impact of released mitigations. This advisory will be updated with additional information as it becomes available.

Although Mitel application software is not directly affected, the underlying CPU vulnerability has the potential to increase the impact of other successful exploits that allow code execution. As such, as operating system providers release security updates, the relevant Mitel products will also be updated.

Risk Assessment

The risk of this vulnerability is rated as moderate to low for Mitel products.

Successful exploit requires an attacker to execute malicious code with user privileges, requiring an account with privileges to install code or a separate system compromise. Exploit of these vulnerabilities may expose confidential information but is not expected to directly impact the integrity or availability of the system.

Web browsers provide a vector for local code execution, such as JavaScript embedded in web pages. Such execution is normally contained by the browser but these vulnerabilities can potentially be exploited by this vector. Browser security updates have been or will soon be released for most common browsers.

Proof of concept code is publicly available. Mitel is not aware of active exploits.

Mitigation / Recommended Action

Customers are advised to follow good security practices including using caution when browsing to unknown and potentially malicious web sites. Specifically, customers are advised to avoid browsing to unknown sites on servers hosting Mitel products.

For software not provided by Mitel, Mitel recommends customers apply available security updates as they become available. Customers are advised to ensure operating system updates, including Windows, MacOS, iOS and Android, are applied to hosts and devices running Mitel software. Several vendors are providing guidance on potential performance impacts related to their security updates. Customers concerned about performance impacts are encouraged to review this vendor guidance.

Mitel continues to monitor for component updates and will be providing product updates. This advisory will be updated when Mitel product security updates are released.

External References

https://meltdownattack.com
https://www.us-cert.gov/ncas/current-activity/2018/01/03/Meltdown-and-Spectre-Side-Channel-Vulnerabilities

Related CVEs / CWEs / Advisories

CVE-2017-5715 (Branch target injection)
CVE-2017-5753 (Bounds check bypass)
CVE-2017-5754 (Rogue data cache load)

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IHS: Mitel A North American UCaaS Leader

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In May 2017, we published our North American UCaaS Scorecard, where we evaluated the top ten UC as a service (UCaaS) providers. The purpose of the Scorecard is to determine which service providers currently lead the market for UCaaS and are best positioned to succeed in the long term based on a set of criteria.

The UCaaS market in North America is marked by a large and dynamic provider landscape. Mergers and acquisitions continue as providers look to gain scale, new capabilities, and long-term survivability. Despite the consolidation, there is still a large number of VoIP service providers in the region, including traditional premises-based PBX and UC vendors, pure-plays, incumbent operators, cable MSOs, CLECs, ISPs and system integrators.

Mitel, one of the top ten providers highlighted in the 2017 report, is the one traditional enterprise telephony and UC vendor that also shows up as a leading provider of UCaaS services. The company has steadily grown its installed base of users over the past two years. Mitel has a multi-pronged approach to the cloud UC market including offering a platform to service providers and operating and managing UCaaS services directly. The company’s hosted offerings have been standardized globally based on its own work and through acquisitions.

For this report we only focus on the services Mitel runs and manages directly as a provider, and there are 3 primary offerings, which include 3 main bundles—Essentials, Premier, and Elite within each offering. The Essentials bundle is perfect for common areas with common call control features. Premier is the best option for most users and includes mobile capabilities, internal collaboration, presence, and desktop client. The Elite bundle is for highly mobile employees with increased technical needs and includes unified messaging box, internal and external collaboration, and business application integration. Compared to most other UCaaS providers, Mitel has a more complex set of options for companies to choose from with 10 overall package options.

Learn more about Mitel’s unified communications as a service. >

One of Mitel’s important service developments has been its team collaboration solution, MiTeam. The service has the capabilities we have come to expect around team collaboration solutions in the market, providing collaborative workspaces for team meetings, conversations and multimedia content sharing. MiTeam is integrated with MiCloud services and provides free guest access for users to be invited into a collaboration stream or conferences.

Mitel’s direct cloud services are offered in North America, the UK, France, Germany and Australia. One important advantage Mitel has over the other providers in our Scorecard is a base of existing enterprise communications customers and channels that have been with Mitel for many years. This gives them a strong brand presence to capture cloud opportunities. Additionally, MiCloud is the same code base as Mitel’s premises-based PBX solutions, so it can address businesses that require hybrid—on-premises and cloud—deployments.

by Diane Myers – senior research director at IHS Markit
Tags: News & Trends, Cloud Communications, Collaboration

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Customer Engagements May Be Wasting Your Time and Money

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If your idea of contact center technology involves rows of agents auto-dialing customers, think again. The truth is any business with customers (i.e., every business) can use contact center technology to better handle its customer engagements and serve its internal customers. The result? A seamless, omni-channel customer experience and increased internal productivity. Watch the video below to learn more about how your current strategy for customer engagements may be costing you time and money.

Mitel - Handling Customer Engagements

 

From the video:

My name is Christian Szpilfogel and I’m VP of strategy here at Mitel. When most people think of a contact center, they think of a room full of agents, tied to headsets, auto-dialing costumers or fielding an endless stream of inbound calls. The truth is any business with customers has a contact center requirement, whether it’s for the early part of sales engagement, whether it’s fulfillment, support, service, billing, or other matters through the entire customer journey. You’re engaging with your customers and they’re engaging with you. This goes beyond phone calls, to include email, SMS, social media, even web chat. Contact center technology is designed to make these communications as seamless as possible, by connecting your organization for a truly unified customer experience.

 

Not only that, they can create new efficiencies to save your business time and money. For example, a contact center doesn’t just have to be for serving external customers; it can also be for serving your internal customers. Let’s run through a situation where the contract management group is serving your salesforce. Your salesforce in turn is serving your external customers. They need to be able to respond back to customers and make necessary adjustments in a timely fashion while protecting the integrity of the contract itself. The contract management team then can be within contact center skills group that serves the sales people, such that the sales people then engage with the contract management specialists to be able to make the necessary changes. And, over a period of time in on omni-channel context, they also have the persistence of that conversation in context for the contract management specialists to be able to help the sales person.

 

In another context, unified communications and collaboration really does need to be tied to the contact center solution. The reason is, that in today’s world consumers are very intelligent by the time they reach a contact center. They’ve done their research, so when they talk to the contact center specialist they need that person to be up to speed and be able to answer the tougher questions. Fortunately, many contact centers have skilled their agents to be able to deal with these more intelligent conversations. However, still 10 to 20 percent of the questions that are coming from the customer may not be fully addressable by the contact center agent and they’ll need to be able to reach out to experts within your business in order to be able to leverage their expertise to get a first point resolution with a customer and therefore improving the overall customer engagement.

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Four Steps Growing Businesses Can Take to Leverage High Performance Tools

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Technology is no longer a limitation for growing businesses. Your success in this market shouldn’t be a function of how much money you have and how much money can you invest in these critical technologies.

It now becomes how fast you can get to market and how agile you can be; how good your product is and how much better can you serve your customer than competitors. That’s what competition is about.

Whether you can take a phone call or whether you can collaborate internally should not be the barrier to entry – It should be whether I can do a better job fulfilling the customer’s need than you can. And when it becomes that, growing businesses can compete at any level. That’s what we hope to do when we say powering connections.Watch the video for four crucial steps to utilizing those tools.

Mitel employee talking while sitting

Hello, my name is Ryan Smith and I lead the SMB customer segment for our Product Marketing Team at Mitel.

There’s one of the things that we talk a lot about, and we create this differentiation between a standard business and a high-performance business. And when you start looking at what makes a growing business a high-performance business, I think that there are probably four things that larger, enterprise-grade types of businesses do that small businesses or growing businesses now have access to the technology to allow them to do.

1. Communicate from anywhere by adopting a mobile-first philosophy.

All they need is an internet connection and they have access to all of the resources and to all of the people that they need. Something we call mobile-first.

2. Improve response times with internal team collaboration.

One of the things that can really stifle the ability for a growing business to respond is what’s called response latency. So how long does it take for me, a sales person, to find and get a response back from the person that is my subject matter expert. In a growing business, that could be the owner. If I have a sales person in the field that needs to get something with the owner, the length of time that it takes to get a response could be the difference between closing business and not. In order to reduce that latency then what we want to do is have team collaboration that’s internal. That connects everyone so that if they are mobile, if they are remote, that there is a unifying point that brings them together so that communication can have occurred very quickly.

3. Implement modern customer experience tools.

The ability to increase that customer experience and improve it to such a way that now what happens is the growing business presents itself as a much larger enterprise, more well established. So that means having the ability to have the IVRs, having call distribution, skills based routing, all of those things within their organization so that when someone calls and even if you’re a ten-person shop, you have all of that technology that allows them to do this.

4. Utilize business analytics to drive decision making.

And then finally, beginning to refine yourself around business analytics and using how your communication system is working and what times the calls are coming in. Using that to begin to make better, more informed decisions using data because if you look at one of the things that larger businesses do is they often times make decisions based upon what data they have available to them. When you’re a growing business and you begin to refine and develop a discipline around using business analytics and data to make decisions about resource planning, then you’re well on your way to becoming this high-performance company that is sustainable in spite of what growing businesses encounter as this stat of growing businesses that fail over the course of five or 10 years.

So those are the things that I think when you look at growing businesses, those are the things that they absolutely need to do if they are going to be able to compete and present as a much larger business to customers.

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6900 IP Series Mitel MiVoice – Day In The Life

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Mitel MiVoice 6900 IP Series – Day In The Life

You’ve never seen or experienced communication like this!

Mitel MiVoice 6900 IP Series - Day In The Life

 

Communication just became even more seamless! Introducing the Mitel 6900 IP Series Phones.

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Mitel Announces Definitive Agreement to Acquire ShoreTel

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Mitel Aquires ShorTel

  • Accelerates Mitel’s path to growth 
  • Delivers attractive shareholder value with $60 million in expected synergies
  • Moves Mitel into a #2 position in UCaaS market
  • Expected to be accretive in the first year

OTTAWA and SUNNYVALE, Calif., July 27, 2017 (GLOBE NEWSWIRE) — Mitel (Nasdaq:MITL) (TSX:MNW) and ShoreTel (Nasdaq:SHOR) today announced that they have entered into a definitive merger agreement pursuant to which Mitel will acquire 100% of the outstanding shares of ShoreTel common stock in an all-cash transaction at a price of $7.50 per share, or a total equity value of approximately $530 million and a total enterprise value of approximately $430 million. The purchase price represents a 28% premium to ShoreTel’s closing share price on July 26, 2017.

Stronger together as a global market leader in the rapidly growing UCaaS market

Continuing to deliver its move-to-the-cloud strategy, with this transaction Mitel is accelerating on a growth path by investing further and faster into the UCaaS (Unified Communications as a Service) market as digital transformation accelerates customer demand for cloud-based solutions globally. The combined company will be the #2 player in the UCaaS market, creating a supplier with the scale and technical capabilities to enable customers with new cloud-based solutions and applications.

The combined company will be headquartered in Ottawa, Canada, and will operate as Mitel. Rich McBee, Mitel’s Chief Executive Officer, will lead the combined organization. Steve Spooner, Mitel’s Chief Financial Officer, will also continue in that role.

“This is a very natural combination that enables us to continue to consolidate the industry and take advantage of cost synergy opportunities while adding new technologies and significant cloud growth to our business,” said Mitel CEO, Rich McBee. “Together, Mitel and ShoreTel will be able to take customers to the cloud faster with full-featured, cloud-based communications and applications.”

Uniquely qualified to take customers and partners to the cloud

Together, the combined company will have approximately 3,200 channel partners and an industry-leading portfolio of communications and collaboration solutions. Mitel and ShoreTel are committed to providing continued support and an attractive path forward for all customers and partners – cloud and premise. On closing of the proposed transaction, the combined company will have a global workforce of approximately 4,200 employees.

“With the announcement today, this concludes our comprehensive review of strategic alternatives by delivering a significant cash premium for our shareholders,” said Don Joos, CEO of ShoreTel. “Customers are clearly moving to the cloud at a rapid pace. The combination of Mitel and ShoreTel creates a new UCaaS market leader with a differentiated strategy and solution, and a clear migration path so that no customer is left behind or will have to abandon what they already have to cloud-enable their organization.”

Once the transaction is complete, Mitel will be uniquely positioned to offer all customers the advantages of cloud-based communications. For enterprise customers, ShoreTel’s solutions will strengthen Mitel’s ability to cloud-enable customers with existing premise or mixed estate deployments, creating the technical foundation needed for delivery of next-generation cloud applications.

Size, scale and financial foundation to drive growth

Financial highlights of the transaction include:

  • Combined sales of $1.3 billion*
  • Increases Mitel’s total recurring revenue to 39% of total revenue*
  • More than doubles Mitel’s UCaaS revenue to $263 million*
  • Significant synergy opportunity targeted at $60M in annual run rate spend expected to be achieved over two years
  • Expected to be accretive to non-GAAP EPS in the first year

*based on trailing twelve months combined to March 31, 2017

Transaction Details

The transaction will be completed through a cash tender offer for all of the outstanding shares of ShoreTel common stock, followed by a merger, which will not require approval of ShoreTel’s stockholders, in which remaining shares of ShoreTel common stock will be converted into the right to receive the same $7.50 cash per share price paid in the tender offer.  ShoreTel’s Board of Directors has recommended that ShoreTel stockholders tender their shares in the offer. In connection with the execution of the merger agreement, ShoreTel’s directors and executive officers, have entered into tender support agreements with Mitel pursuant to which they have agreed to tender their shares to Mitel’s offer.

Mitel intends to finance the consideration for the acquisition and associated transaction expenses using a combination of cash on hand from the combined business, drawings on its existing revolving credit facility and proceeds from a new fully underwritten $300 million term loan maturing in 2023.  The existing term loan and revolving credit facility will remain in place, with the Company having already obtained the requisite majority consent to certain amendments which accommodate the acquisition and the incremental financing. BMO Capital Markets is leading the new term loan facility with Citizens Bank, N.A., HSBC Bank Canada and Canadian Imperial Bank of Commerce serving as Joint Lead Arrangers and Joint Bookrunners.  Citizens Bank, N.A., lead on the existing amended facilities, will act as administrative agent for these and the new term loan.  EA Markets LLC provided Mitel with independent advisory and transaction services in conjunction with the arrangement and structuring of the new financing.

The transaction is expected to be completed in the third quarter of 2017, subject to ShoreTel stockholders having tendered shares representing more than 50% of the outstanding shares of ShoreTel common stock, certain regulatory approvals having been obtained and other customary conditions to the tender offer having been satisfied.

Jefferies LLC is serving as financial advisor to Mitel, Paul, Weiss, Rifkind, Wharton & Garrison LLP is serving as legal advisor to Mitel and Osler, Hoskin & Harcourt LLP is serving as legal advisor to Mitel in connection with the financing.  J.P. Morgan Securities LLC is serving as financial advisor to ShoreTel and Fenwick & West LLP is serving as legal advisor to ShoreTel.

Conference Call Information

Mitel is hosting an investor conference call and live webcast today, Thursday, July 27, 2017 at 8:30 a.m. ET (5:30 a.m. PT) to discuss this announcement, as well as its financial results for the second quarter ended June 30, 2017. To access the conference call, dial 888-734-0328. Callers outside the U.S. and Canada should dial 678-894-3054. The live webcast will be accessible on Mitel’s investor relations website at www.mitel.com.  It will be archived and is expected to be available on this site for replay on or about Friday, July 28, 2017 after 12:00 p.m. ET. We have also provided a slide deck to supplement comments made specific to this transaction as well as to help illustrate our financial results.  It has been posted on www.mitel.com.  Our Form 10-Q is expected to be filed with the U.S. Securities and Exchange Commission (the “SEC”) and Canadian securities regulatory authorities on July 27, 2017 and will include our complete financial results for the quarter ended June 30, 2017.

Important Information for Investors

The tender offer for the outstanding shares of ShoreTel common stock referenced in this press release has not yet commenced. This press release is for informational purposes only and is neither an offer to purchase nor a solicitation of an offer to sell shares of ShoreTel common stock, nor is it a substitute for the tender offer materials that Mitel and its acquisition subsidiary will file with the SEC upon commencement of the tender offer. At the time the offer is commenced, Mitel and its acquisition subsidiary will file tender offer materials on Schedule TO, and ShoreTel will thereafter file a Solicitation/Recommendation Statement on Schedule 14D-9 with the SEC with respect to the tender offer. The tender offer materials (including an Offer to Purchase, a related Letter of Transmittal and certain other offer documents) and the Solicitation/Recommendation Statement will contain important information. Holders of shares of ShoreTel common stock are urged to read these documents when they become available because they will contain important information that holders of ShoreTel common stock should consider before making any decision regarding tendering their shares. The Offer to Purchase, the related Letter of Transmittal and certain other offer documents, as well as the Solicitation/Recommendation Statement, will be made available to all holders of shares of ShoreTel common stock at no expense to them. The tender offer materials and the Solicitation/Recommendation Statement will be made available for free at the SEC’s web site at www.sec.gov. Copies of these documents will also be made available free of charge on Mitel’s website at investor.Mitel.com or by contacting Mitel’s Investor Relations Department at 469-574-8134. Copies of the documents filed with the SEC by ShoreTel will be available free of charge on ShoreTel’s website at ir.ShoreTel.com or by contacting ShoreTel’s Investor Relations Department at (408) 962-2573. In addition to the Offer to Purchase, the related Letter of Transmittal and certain other offer documents, as well as the Solicitation/Recommendation Statement, Mitel and ShoreTel file annual, quarterly and special reports and other information with the SEC. You may read and copy any reports or other information filed by Mitel or ShoreTel at the SEC public reference room at 100 F Street, N.E., Washington, D.C. 20549. Please call the Commission at 1-800-SEC-0330 for further information on the public reference room. Mitel’s and ShoreTel’s filings with the SEC are also available to the public from commercial document-retrieval services and at the website maintained by the SEC at www.sec.gov.

Non-GAAP Financial Measures

In an effort to provide investors with additional information regarding Mitel’s results as determined by generally accepted accounting principles (GAAP), Mitel also discusses, in its press releases and presentation materials, non-GAAP information which Mitel’s management believes provides useful information to investors, including Adjusted EBITDA, non-GAAP net income, non-GAAP EPS (earnings per share) or non-GAAP net income per common share and Constant Currency. Non-GAAP financial measures do not have any standardized meaning and are therefore unlikely to be comparable to similar measures presented by other companies. We use these non-GAAP financial measures to assist management and investors in understanding our past financial performance and prospects for the future, including changes in our operating results, trends and marketplace performance, exclusive of unusual events and other factors which do not directly affect what we consider to be our core operating performance. Non-GAAP measures are among the primary indicators management uses as a basis for our planning and forecasting of future periods. Investors are cautioned that non-GAAP financial measures should not be relied upon as a substitute for financial measures prepared in accordance with U.S. generally accepted accounting principles. Mitel provides a reconciliation between GAAP and non-GAAP financial information in our quarterly results announcements and in the supplemental slides used in conjunction with Mitel’s quarterly calls. This information is available on our website at www.mitel.com under the “Investor Relations” section http://investor.mitel.com/events.cfm.

Forward-Looking Statements

Some of the statements in this press release are forward-looking statements (or forward-looking information) within the meaning of applicable U.S. and Canadian securities laws. These include statements using the words believe, target, outlook, may, will, should, could, estimate, continue, expect, intend, plan, predict, potential, project and anticipate, and similar statements which do not describe the present or provide information about the past. There is no guarantee that the expected events or expected results will actually occur. Such statements reflect the current views of management of Mitel and ShoreTel and are subject to a number of risks and uncertainties. These statements are based on many assumptions and factors, including general economic and market conditions, industry conditions, operational and other factors. Any changes in these assumptions or other factors could cause actual results to differ materially from current expectations. All forward-looking statements attributable to Mitel or ShoreTel, or persons acting on either of their behalf, are expressly qualified in their entirety by the cautionary statements set forth in this paragraph. Undue reliance should not be placed on such statements. In addition, material risks that could cause actual results to differ from forward-looking statements include: the inherent uncertainty associated with financial or other projections; the integration of Mitel and ShoreTel and the ability to recognize the anticipated benefits from the proposed acquisition of ShoreTel (the “transaction”); the ability to obtain required regulatory approvals for the transaction, the timing of obtaining such approvals and the risk that such approvals may result in the imposition of conditions that could adversely affect the expected benefits of the transaction; the risk that the conditions to the transaction are not satisfied on a timely basis or at all and the failure of the transaction to close for any other reason; the anticipated size of the markets and continued demand for Mitel and ShoreTel products and services; the impact of competitive products and pricing and disruption to Mitel’s and ShoreTel’s respective businesses that could result from the announcement of the transaction; access to available financing on a timely basis and on reasonable terms, including amending Mitel’s existing credit facilities to fund the cash portion of the consideration in connection with the transaction; the ability to recognize the anticipated benefits from the divestment of Mitel’s mobile division (“Mobile Division”); risks associated with the non-cash consideration received by Mitel in connection with the divestment of the Mobile Division; the impact to Mitel’s business that could result from the announcement of the divestment of the Mobile Division; Mitel’s ability to achieve or sustain profitability in the future; fluctuations in quarterly and annual revenues and operating results; fluctuations in foreign exchange rates; current and ongoing global economic instability, political unrest and related sanctions; intense competition; reliance on channel partners for a significant component of sales; dependence upon a small number of outside contract manufacturers to manufacture products; and, Mitel’s ability to successfully implement and achieve its business strategies, including its growth of the company through acquisitions and the integration of recently acquired businesses and realization of synergies, including the proposed acquisition of ShoreTel. Additional risks are described under the heading “Risk Factors” in Mitel’s Annual Report on Form 10-K for the year ended December 31, 2016 filed with the SEC and Canadian securities regulatory authorities on March 1, 2017, in Mitel’s Quarterly Report on Form 10-Q for the quarter ended June 30, 2017 to be filed with the SEC and Canadian securities regulatory authorities, and in ShoreTel’s Annual Report on Form 10-K for the year ended June 30, 2016 filed with the SEC on September 12, 2016. Forward-looking statements speak only as of the date they are made. Except as required by law, neither Mitel nor ShoreTel has any intention or obligation to update or to publicly announce the results of any revisions to any of the forward-looking statements to reflect actual results, future events or developments, changes in assumptions or changes in other factors affecting the forward-looking statements.

About Mitel
A global market leader in enterprise communications powering more than two billion business connections, Mitel (Nasdaq:MITL) (TSX:MNW) helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

Mitel is the registered trademark of Mitel Networks Corporation.

All other trademarks are the property of their respective owners.

MITL-F

About ShoreTel

ShoreTel (NASDAQ:SHOR) provides businesses worldwide with communication solutions that make interactions simple. From business phone systems, unified communications and contact center solutions to a fully hosted voice and SMS development platform, ShoreTel delivers unmatched flexibility and ease for companies looking to increase productivity and drive innovation. ShoreTel offers solutions in thecloud, onsite or a hybrid of both, giving customers the freedom to choose the best fit for their business needs now and in the future. Headquartered in Sunnyvale, Calif., ShoreTel has offices and partners worldwide. For more information, visit shoretel.com.

Mitel Contact Information:

Media

Camille Beasley | 469-212-0433 | camille.beasley@mitel.com

Investors

Michael McCarthy | 469-574-8134 | michael.mccarthy@mitel.com

Industry Analysts

Denise Hogberg | 469-212-0434 | denise.hogberg@mitel.com

ShoreTel Contact Information:

Investors

Barry Hutton | (408) 962-2573 | bhutton@shoretel.com

Media

Katie Kregel | (512) 551-7065 | kkregel@shoretel.com

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