Case Study: Subaru Canada achieves improved agent productivity and a simplified, Lync-integrated contact center with Mitel MiContact Center for Microsoft Lync

Simplified deployment and tight-knit integration with Lync presence capabilities wins over automotive distributor

Subaru Canada, the national distributor and marketer of Subaru vehicles with 86 dealerships and over 130 employees, had outgrown its legacy TDM PBX. The company needed a future-proof unified communications contact center that would support a mobile workforce, integrate with Microsoft Lync, Active Directory and Hyper‑V, and simplify management and reporting across dispersed sites.

Subaru deployed Microsoft Lync Server 2010 with Mitel’s MiContact Center for Microsoft Lync (including the Ignite interface), giving tightly integrated Lync call control, presence-aware routing and virtualized infrastructure. The rollout simplified administration and site deployment, reduced operational costs (with ROI in about a year), improved agent productivity and first-call resolution, and provided better real-time monitoring and reporting for the contact center.

Subaru Canada

George Hamin

Director of eBusiness & Information Systems