Thursday, 22nd October 2020

Liverpool Football Club wins with Mitel

Enables fans and customers to reach the best resource on first contact via their medium of choice.

Mitell has signed a multi-year partnership with Liverpool Football Club (LFC) to become the Club’s Official Global Unified Communications Partner. LFC and Mitel will work together to enhance the fan and employee experience by implementing a high-performance cloud communications and collaboration solution. The new partnership will transform communication at Anfield Stadium, head offices, training grounds and retail facilities with a unified cloud platform focused on delivering optimal efficiency, security and reliability.

As part of the solution, advanced cloud contact centre capabilities will help the Club to deliver an improved fan experience by reducing wait times. Omnichannel functionality will link supporter contacts across all voice and digital platforms to provide a more holistic view of interactions. Combined with seamless Salesforce integration, service agents will benefit from deeper insights into each supporter’s engagement history and be able to offer a faster, more tailored fan experience.

The new cloud-based system will also ensure LFC employees can communicate and collaborate from anywhere on any device, increasing their efficiency and giving them access to the people and information they need to make informed decisions faster, whether from the office or traveling for Club matches and events. In addition, the solution provides a future-proof communications framework for the continuous evolution of LFC’s digital engagement, fan experience, self-service and desktop unification strategy.

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