New Flexible Working Regulations indicate it’s time for businesses to embrace workforce mobility

June 30, 2014 in UK by

This week new flexible working regulations come into force in the UK, indicating the increasing need for businesses to acknowledge, and cater for, the growing the demand from employees for more flexible working arrangements. From the 30th June 2014, the right to request flexible working has been extended beyond those who look after children and certain carers, to include any employee that has reached 26 weeks’ service. This includes a wide range of working patterns, such as working from home, job sharing, part time working, compressed hours and flexitime. While employers are under no obligation to agree to requests (although they must provide a valid business reason for declining) the change in legislation will likely cause many employees to consider their current working arrangements. Already, home working is at an all time high, with The Guardian highlighting that the number of people working from home reached 4.2m in 2014 – [...]


The changing face of the contact centre and customer experience

June 4, 2014 in UK by

Contact centres have always been a central part of customer service, helping to drive business efficiencies and satisfaction, but long gone are the days when a contact centre can be fairly termed a ‘call centre’. The contact centre of today needs to support what has become an increasingly complex multi-channel environment, delivering the right kind of service to multiple customer types, including the demanding and technologically minded Generation Y. However, alongside this change, the strategic role that a contact centre can play within a business is starting to be more widely recognised. Agents who traditionally focused on a single mode of contact are now being tasked with managing both incoming and outgoing communication, with a view to optimising performance and maximising productivity. Technologies such as IP-based contact centre platforms are enabling remote working and virtual teams to drive down cost, with self-service options removing the need for an agent to [...]


What will be the real impact of the human cloud?

May 30, 2014 in UK by

When discussing the rise of the cloud and the migration of business processes to cloud services, it’s all too easy to concentrate on the technical implications and only think briefly about the significance they may have on a workplace and its employees. But the reality is that a business world where the use of cloud-based services is the norm will be significantly different to that of today – and that means the impact of the cloud on the workforce needs to be carefully considered. With the tools to work effectively from anywhere, the workplace will take on a new meaning for a mobile workforce. They won’t be away from the workplace if they are working at home, on the move or in another country. Instead the workplace will simply be wherever they choose to work. Additionally, when all workers are ‘mobile’ across multiple workplaces, we need to start viewing a [...]


The Heartbleed Bug and Mitel: What you need to know

May 1, 2014 in Uncategorized by

The Heartbleed bug is a vulnerability in a popular open-source implementation of the SSL/TLS protocol, which is widely used for securing communications over the Internet.  The vulnerability may allow unauthenticated remote attackers on the Internet to read the memory of connected systems which use certain versions of the open-source OpenSSL library, possibly containing secret keys and other credentials. This could allow attackers, armed with these secret keys, to impersonate users and services, steal information or eavesdrop on communications. This vulnerability is limited to specific versions of the OpenSSL library, that were made available after the bug was introduced in December 2011. The bug is known as CVE-2014-0160. Mitel is conducting an extensive investigation across  its product and service portfolio to determine vulnerability.  While the investigation is not complete, we’ve made significant progress and to date, Mitel has identified very limited exposures, for which remediations have been identified and are being [...]


How Countrywide proves the value of unified communications for businesses with multiple locations

April 8, 2014 in UK by

At Connected Business last month, Countrywide’s Senior Infrastructure Designer, Information Technology, Adam Beadsmoore, spoke about how unified communications has transformed communication for the property services business. The challenge of multiple locations Large businesses with multiple sites present very complex communications challenges and Countrywide is no different. Countrywide employs over 10,000 people in 1,100 locations nationwide, under 46 different local high street brands that undertake sales, lettings and management of commercial and residential property. Beadsmoore highlighted some big stats on the legacy communications system. The business was using 1,100 standalone ageing telephony systems and more than 12,000 PSTN telephone lines. Together with limited contact centre capability, different suppliers and virtually no reporting capability or disaster recovery strategy, this resulted in a number of lost calls, which needed to be addressed. Immediate results with MiVoice and MiContact Centre Enterprise It’s easy to understand why, faced with this complexity, a unified communications solution [...]


The rise of UCaaS: moving communication to the cloud

April 4, 2014 in UK by

The UCaaS market is growing. Recent research published in the MarketsandMarkets comprehensive 2013-2018 UCaaS report indicates that 2014 represents the beginning of the technology’s wide-spread adoption. By 2018, revenue is expected to more than double from its current $2.52 billion to $7.62 billion. This rise is no surprise, given the need for businesses to support an increasing number of communication channels and interactions, without committing to a corresponding increase in investment. Many businesses understand the benefits of a UC solution in improving employee productivity, streamlining processes and boosting interaction across the organisation, but economic conditions and budgets can present a challenge to justifying the initial investment. If this is the case, the flexibility and easy scalability of a cloud-based communications solution, or UCaaS, should be considered. If you can answer yes to any of the following then UCaaS could provide your business with the route to benefiting from unified communication [...]


Mitel Helps Universities and Colleges Stay Connected

March 28, 2014 in Business Communications by

As the March Madness bracket narrows, it’s time to focus on business communications and strategies to help universities and colleges connect students, staff and administration.  Mitel is demonstrating best practices for higher education, including cloud communications in Dallas this week at the annual conference for the Association of College and University Telecommunications Administrators (ACUTA). In fact, we are at the ACUTA conference joining a number of our customers, including Michigan Technological University, Northeastern University, University of Kentucky and Wake Forest.  Mitel’s recent merger with Aastra Technologies has only strengthened our higher education offering, expanding our market reach. Texas A&M (Learn more) and Iowa State University (Learn more), for example are deploying cloud business communications solutions. Mitel provides business communications solutions to universities and colleges across the US and around the world.  North of border in Canada, Mitel provides communications for Carleton University, Canadore College, Dawson College, Memorial University and many [...]


Do Not Disturb: Avoiding the Cost of Network Downtime in Hotels

March 28, 2014 in Unified Communications by

In the competitive hospitality industry, initiatives that improve customer loyalty and increase revenue can give players an edge. Conversely, missteps can drive customers to a competitor in the blink of an eye. Top-notch guest service through leading edge Mitel Unified Communication (UC) solutions is giving hotels an edge. From wireless front desk systems to voice messaging, IVR auto attendant and contact center systems, deploying the right technologies results in responsive guest services that keep customers coming back. To avoid losing this goodwill, hotels need to monitor and manage all of these systems around the clock. Ensuring uptime is more than just a matter of goodwill, in fact – recent studies report that corporate revenue drops an average of 29 percent during a period of downtime1, and losses to the hospitality industry increased by over 100% between 2010 and 2013 due to network downtime2. Mitel’s MarWatch solution, which offers secure remote access [...]


You Have a Lot Riding on Your Contact Center

March 28, 2014 in Contact Center by

Remember that popular television ad from the 1980’s that reminded drivers how much is ‘riding on your tires’? The message resonated because its premise is simple – when there is a lot at stake, don’t leave things to chance. Businesses that rely on MiContact Center are a little bit like the drivers targeted by this advertisement – they have a lot riding on the successful operation of their contact center.  The recent launch of MiContact Center Business/Enterprise 7 with next generation multimedia capabilities highlights the growing role multi-channel contact centers now play in revenue growth and customer retention. Typically the customer’s first touchpoint with the company, the contact center is the hub for incoming voice calls, web chats, emails and social media from customers. It’s where problems are addressed, sales are made and upgrades are purchased. Downtime for contact centers can damage a service reputation that’s taken years to build, and cause [...]


Neil Hyndman – Day 2 from Enterprise Connect

March 19, 2014 in Uncategorized by

With another day under our belts at Enterprise Connect – Mitel did not fail to deliver again today.  The new day brought more exciting announcements from Mitel. Although Mitel remains dominantly a software provider of call control, collaboration and messaging – Mitel continues to manufacture a great line up of IP endpoints.  Coming from the recent merger of Mitel and Aastra, Mitel delivered its latest IP phone from their SIP-only line up of IP endpoints – the Mitel 6800i SIP phone.  The Mitel 6800i SIP Phone is a great looking device that features a large, color display and built-in GigE LAN interface. After checking out the Mitel 6800i, I took some time to walk around the convention floor and compared all the IP endpoints from all of the different manufactures.  Hands down, Mitel has the best looking phones on the market.  From the 5304 – all the way to the [...]