MiContact Center Enterprise, Business, and Outbound, Oh My!

February 12, 2014 in Contact Center by

On behalf of the Mitel MiContact Center teams, I am pleased to announce the general availability of our MiContact Center Enterprise/Business Edition Release 7 and new MiContact Center Outbound offerings. MiContact Center R7 includes our next-generation Multimedia Contact Center solution, redesigned from the ground up with support for new email platforms, a new agent desktop application, Web chat enhancements, reporting and supervisor enhancements, and improved routing flexibility and capability. MiContact Center Outbound is a new outbound, inbound, blended, and multimedia solution that includes preview, progressive, power, and predictive dialing, a contact center CRM, campaigning, and agent scripting capabilities. In addition to this, we have also made several changes to the core contact center offering resulting from usability testing with our staff, partners, and end-customers, that allows our solution to be more user-friendly, easy to learn, and scalable. The future of the MiContact Center portfolio starts now! MiContact Center Enterprise/Business Edition [...]


Advanced Business Communications Help Finance Industry Cash In

February 10, 2014 in Business Communications by

Of all business sectors, the financial industry may actually be the most in need of efficient communications. In fact, the feature-rich capabilities that come with a more advanced business phone solution can offer bankers, insurance agents and financial advisors a broad range of competitive advantages. Here are three ways the financial industry can trade up with a robust business phone system: 1.)   No More Communication Silos In-house networks can stifle customer service rather than grow with your customers’ needs. Conversely, an advanced business phone system—hosted on one, single IP platform—brings together telephony, customer interaction, front office operations and mobility to deliver a reliable, unified communications solution. One flexible communications network accelerates staff productivity by integrating everything from enterprise email to workers’ personal mobile devices to instant messaging services. 2.)   Maintain Client Focus A lot of companies are falling short in the customer-focused finance industry. In fact, research shows that 45 [...]


Are You Easy to Do Business With?

February 6, 2014 in Unified Communications by

The things you’re likely to hear among your social circle aren’t that different from what your customers talk about when it comes to business. Just as you might spend Friday night at your favorite bar talking about everything and anything amongst your closest group of friends, your customers are swapping stories that include their experiences with the kind of service your brand delivers—whether they realize it or not. They’re pushing carts past each other at the grocery store, sitting next to each other at the nail salon and bumping into each other at the gym. These are all perfect times to chat about what’s on their minds, and you don’t want it to be negative blows to your business. Let’s not pretend like we haven’t heard this kind of talk before: “Ugh, I was on the phone for almost an hour with the most annoying call center agent.” or “Why [...]


Mobility and cloud set to drive UC market, but choosing the right solution is critical

February 5, 2014 in UK by

It’s just a month until the Connected Business Expo (formerly UC Expo) in the UK and news this week is bringing fresh insights into the state of the UC market. Unified Communications Insight, the UK’s website for news and analysis on the communication technology market, highlights that unified communications and collaboration is a growing field, with Transparency Market research predicting the market will double its current size by 2018. In a related story, UC Insight highlights an article from Canadian publication ITV World that covers a report from market research and analyst firm Frost and Sullivan. It predicts that Microsoft Lync, along with other mobility and collaboration trends, will disrupt the enterprise communication and collaboration space in 2014. There are words of caution from the analyst firm’s program director however, who highlights how ‘businesses should do their homework before rushing into a Lync implementation’, citing limitations around telephony and the [...]


Virtualization vs. Cloud Computing: Exploring the Differences

February 4, 2014 in Cloud, Virtualization by

While there’s no shortage of buzz surrounding cloud computing and virtualization, because the two terms are so often interchanged, there are a few misconceptions about these technology game changers. It’s important to note that while virtualization is thought of as an integral piece of the cloud computing puzzle, the technologies are not synonymous. Here, we’ll break down the differences. Virtualization is a system management tool that has many technical uses separate from the cloud. The technology allows enterprises to use a single piece of physical hardware to run multiple operating systems or processes—essentially creating a “virtual” version of a server, storage device, network or application. Virtualization is celebrated for its costs savings and flexibility, as its ability to run multiple devices on one hardware device eliminates the cost of hardware and places heavy workloads onto virtual infrastructure. On the other hand, cloud computing delivers computer and storage resources as a [...]


It’s Official! Mitel and Aastra Complete Merger

January 31, 2014 in Uncategorized by

Back in November, we announced plans for Mitel and Aastra to merge. And while we were excited then, we’re even more excited today. After all, there’s nothing like the sweet satisfaction of actually completing the deal and seeing ink on paper. (And, yes, it’s dry!) What does the deal mean for our customers? For starters, it means that Mitel now has the most comprehensive portfolio in the industry—digital, IP and cloud-based communications systems; platforms, applications and devices—serving every size organization from the very small business to the largest of enterprises. It also means that the new company, with its combined R&D budget of $100 million per year, has the resources to lead innovation efforts and support a broad range of global and regional communications solutions. We hope you are just as excited as we are. This has already been a banner year for Mitel and we only expect it to [...]


Contact Center 101: Understanding the Basics

January 29, 2014 in Contact Center by

The contact center world is filled with opportunity, growth and the chance to meet diversifying needs. In fact, your company may be an integral part of this world without you even knowing it. There are plenty of companies—like customer interaction centers or departmental offices—that are poised to significantly benefit from today’s suite of highly advanced contact center solutions, yet they are unaware of the fact. As a result, your company could be missing out. Worried? Don’t be. Below, we formally open the doors of the contact center world and invite you to confidently step inside. What’s the difference between a contact center and your organization? A call or contact center is any facility that receives or transmits a large volume of phone calls. Whether it’s inbound, outbound or a virtual call center, the traditional definition of the contact center has expanded as technology continues to evolve and sophisticate. Today, not [...]


Instantly Improve Your Conference Calls With 6 Tips

January 25, 2014 in Business Communications by

We’ve all been there. Straining to hear someone on the other end of a conference call or, even worse, having to pass the conference unit around the table so the other party can hear what’s being said, er, shouted. Then there’s the employee working from home whose dog you can hear persistently barking in the background, or the traveling employee who is behind the wheel while on the road. It’s all frustrating, to say the least. Here are 6 ways to instantly improve your conference calls: Send out an agenda. It’s Meetings 101 to always have an agenda, but oftentimes we overlook this important step when it comes to conference calls. Put one together and share it with the attendees the day before your call. Stick to said agenda. As the moderator, it’s your job to keep everyone on task and wrangle tangents. Most importantly, don’t be the one to [...]


Step Aside Skeptics: The Cloud is the Real Deal

January 22, 2014 in Cloud by

For many, the cloud is still a mystery. In fact, there’s so much complexity surrounding it that, for a wary IT manager, things can easily become foggy. Do a Google search right now on “cloud computing,” and you’ll find thousands of varying results—some nice and others not so much. So, how can IT teams dig deep to discover the truths of the cloud? Two words: the numbers. It may seem that not a day goes by that a skeptical IT manager isn’t discrediting the cloud, but don’t be fooled—the numbers never lie. Let’s take a look at a few of the most common cloud myths. MYTH 1: The cloud is only a way to save money For some reason, a lot of people believe that one—if not the only—benefit of the cloud is cost savings. Sure, the majority of C-level executives reported an annual cost savings of over 20 percent after moving [...]


Customer Success Story: Coca Cola United

January 17, 2014 in Customer Success by

Coca-Cola Bottling Company United Inc., based in Birmingham, Ala., employs nearly 3,000 employees in six states. In the United States, Coca-Cola United is the third largest bottler of Coca-Cola products and the largest privately held Coca-Cola bottler. As a multisite organization, the company had a growing need to improve business processes and reduce operational costs. It had different vendors and systems, which made communicating and getting voice mail easily a challenge. More importantly, Coca-Cola United needed a new phone system that would provide reliability, security and flexibility, as well as simplify communications within their organization. To help them select their new phone system the decision-makers at Coca-Cola United worked with Mitel Platinum Solution Provider CNC. The bottler formed a telephone selection committee, which evaluated many vendors. In the end the committee voted unanimously for Mitel, saying it was the only vendor that could address some of the unique challenges they had. The [...]