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“What we have got here is failure to communicate.” This quote from the 1967 movie Cool Hand Luke is the condition of most businesses today. Be it an SME competing with their larger enterprises or an enterprise trying to achieve better agility like an SME, effective communication is the right step forward in this journey. Realising this, Arizona-based Mitel delivers all-in-one communications, collaboration, and contact centre solutions for customers that help them do more with their available resources. A global market leader in business communications, the company powers more than 2 Bn business connections with its cloud, enterprise, and next-gen collaboration applications.
Mitel is aware of today’s digital-native generation habituated to staying connected around the clock and from anywhere. They expect to get a similar amount of connectivity in their workplaces also so that their work does not get disrupted even when they are on the move. Mitel’s expansive portfolio of customer experience, mobility, and collaboration solutions provide a unified, comprehensive platform for uninterrupted business communications. "Workplace and consumer communications are becoming increasingly centred on mobile devices with network users expecting instant and seamless access to services from anywhere. Mitel is uniquely positioned to help businesses understand how to overcome these challenges and gain the benefits of tying together different modes of communications for greater speed and simplicity," says Richard McBee, President & CEO at Mitel.
Supporting Cloud Migration
Although communication is one of the most essential parts of a business, an organisation needs to be able to focus on how they can provide better results to their customers and not fritter away their time in getting into the finite details of implementing and managing a communications platform. Mitel simplifies business communications by helping their customers leverage the power of both public and private cloud solutions to choose the level of engagement that they want to have.
"Mitel is uniquely positioned to help businesses understand how to overcome these challenges and gain the benefits of tying together different modes of communications for greater speed and simplicity"
Mitel offers its customers with flexible options according to their needs, be it supporting their business growth, integrating personal mobile devices, or looking to blend different environments together. These can be availed at a consolidated price with mix-and-match features so that customers can not only get the best out of their cloud investments, but they can also spend their money as they want. By providing monthly operating costs, the customers also need not pay a lot of money up front, thereby reducing the financial burden on them. Additionally, the company also offers the latest features, add-ons, customisations, and apps that support changing business needs while also providing them with the freedom to automate with IoT solution integration.
We were in the cloud/ hosted space when the sun was shining on the on-site and on-premises systems market; and converging voice, video, and data will remain the bedrock of our business—it is the golden ticket
Collaborative Communication to Reduce Communication Gap
Mitel has been at the forefront of providing collaboration software to their customers to bridge the communication gaps that they were facing within their organisations by breaking down the complexities of communication workflows. This software enables users to remain fluid and connected to allow for real-time sharing of information with the necessary parties through voice, video, and instant messaging. Additionally, Mitel also ensures that this information exchange is more intelligent with advanced monitoring, analytics, and mass-notification tools. "We were in the cloud/hosted space when the sun was shining on the on-site and on-premises systems market; and converging voice, video, and data will remain the bedrock of our business—it is the golden ticket," adds McBee. In this regard, the company provides a set of presence and activity management tools through its Mitel CMG Suite.
CMG Suite's directory and activity management platform, CMG Web offers its users with a plethora of self-serve options that include powerful corporate directory search functions, presence-and activity based call routing, calendar synchronisation, and so on. To cater to today's mobile workforce, these user-friendly collaboration features can be leveraged on PCs, smartphones, and tablets. In addition, the platform can also be integrated with other self-service features such as interactive voice response, automated attendant and visitor management, and so on to enhance benefits while also enabling better connectivity.
Users can leverage CMG Web to manage how their incoming calls will be routed in a better manner by assigning rules depending on calendar and activity types. Furthermore, they can even select their preferred mode of communication at different periods of time. By leveraging the Calendar Connection, the user's office calendar can be synchronised with the platform by turning calendar bookings into CMG activities. Attendants and other system users can gain visibility into these details to change the user’s call routing profiles. A user-friendly and simple to use collaboration tool, the CMG Web comes with a real-time responsive web interface to help in the management of user collaboration, and also offers access to corporate directories with presence, click-to-dial, and SMS functionalities. Additionally, the platform’s smart directory search also enables users to quickly and easily search the corporate directory and get intuitive matches by using just a few keystrokes.
CMG Web also comes with an optional Virtual Reception Module. A set of automated self-services, the module reduces wait time and attendant workload significantly while at the same time increasing flexibility and efficiency for customers. It enhances the functionality for the organisation's employees and customers by simplifying business integration with automated self-services when integrated with the CMG Web platform.
Industry Leader in United Communications and Collaboration
With close to half a century of industry leadership, Mitel is trusted by 70 million business users in over 100 countries across the globe. The company helps its customers solve their existing challenges while also steering towards a smarter, more adaptive, and more accessible future. This has helped them land many industry leaders as their customers including market giants and non-profit organisations across a number of verticals such as Liverpool Football Club, Hyatt Hotels, Carlsberg, Make- A-Wish Foundation, and so on.
In an instance, Carlsberg Breweries, the fourth largest brewer worldwide with over 500 different brands in more than 150 countries, wanted to reduce their total cost of ownership (TCO) while ensuring seamless connectivity. For this, they wanted to move from the existing single-country phone system to a unified system across nine different countries in Europe. They contacted Mitel for this, and the company implemented their Mitel CMG Web and Business Phone Systems. The implementations directly resulted in 38 per cent cost savings. They were also able to provide a seamless customer experience through SAP integration into the contact centre. "It will be the best phone system for us for a long time," testifies Soren Orland Petersen, Electric and Telecom Manager, Carlsberg. Today, the customer has a scalable and reliable communications system that can grow with the business and adapt to changing requirements and demands.
Enhancing Agent Success with Partnership Programs
Mitel recognises the importance of partners while helping their customers effectively. To establish a successful relationship with the partner, the company realises that it is imperative to impact their bottom lines positively. For this, it has established a business model that would increase their partner's profitability while also providing the necessary flexibility to lead the pack when competing with their competitors. Furthermore, Mitel, one of the global leaders in UCaaS, is also focused on maximising agent success with competitive incentives and programs designed to close deals faster.
Mitel envisions putting control in the hands of their esteemed partners. As a trusted partner of Mitel, they are provided with a plethora of tools that are aimed deepening their relationship with customers, expand their revenues, and establish themselves as a reliable technology partner. With over 1.3 Mn subscribers, the global market leader empowers agents with innovative UCaaS solutions for their customers regardless of their size or business needs. As part of the Agent Program, they also gain access to customer billing assistance, licensing/ provisioning configuration, and tier 1/2/3 services by being a member of this world-class network.
With this extensive portfolio of solutions and products, along with their esteemed partnership network, Mitel has been serving a multitude of organisations in multiple market verticals. Be it moving communications systems to the cloud, improving customer experience with a new contact centre or maximising on-site investments with blended technologies; the company has the right technology that fits the needs of their customers.