Mitel: Powering Unique Customer Experiences
Delivering a seamless customer experience across the contact center medium of choice—voice, e-mail, SMS, fax, social media, web chat, or multimedia self-service—Mitel powers more than two billion connections every day, including 33 million cloud connections. This presents customers with an option to choose the method of contact that best suits their needs. A frontrunner in the contact center arena, Mitel’s solutions help over 60 million users around the world to keep up with the latest technology trends like cloud-enablement and multi-channel communications.
For instance, take the case of Carlsberg Breweries, one of the leading brewery groups in the world that wanted to migrate from single-country phone system to unified system across nine different countries in Europe. Mitel provided a scalable and reliable communications system that can grow with Carlsberg's business and adapt to changing requirements and demands of its customers. The brewer needed seamless connectivity and lower total cost of ownership (TCO), therefore Mitel rendered an improved customer experience through SAP integration into contact center, which resulted in 38 percent of Carlsberg's cost savings.
Simplifying Customer Engagement
Responding to the communications requirements of the smallest as well as the largest enterprises—both in the cloud and on-premise—Mitel’s wide array of products encompasses applications and mobility solutions that optimize businesses and ameliorate their productivity, cost-effectively. Mitel helps users get a real-time view of customer activity through a range of monitors and dashboards, and drill down further into performance with historical charts and reports. For example, when a customer enters an account number over the phone, the data is passed back to the database system triggering a screen pop with the customer’s records, whenever an agent answers the call from that customer. This enables the agent to assist the customer better. The company's contact center solutions meticulously forecast agent staffing requirements— entitling managers to estimate, measure, and administer call arrival patterns and make informed scheduling decisions.
The company’s contact center solutions meticulously forecast agent staffing requirements— entitling managers to estimate, measure, and administer call arrival patterns and make informed scheduling decisions
For businesses focused on end-to-end customer experience, it is sometimes disenchanting to discover that an ineffective call center operation is often the weak link. Whether inbound, outbound, presale, or post, in many companies, call center operations often fall short of customer expectations. How can businesses stem the tide and offer clients the kind of call center experience that produces higher satisfaction and quality? The key lies within Mitel’s automated outbound dialing tool. In order to engage customers proactively and boost agent efficiency, businesses can use outbound campaigns to uncover potential revenue opportunities, diffuse salient business information, or even support business operations outside the contact center. This level of service helps businesses differentiate themselves by bestowing a fruitful experience that impacts customer satisfaction and retention rates.
In addition to automated interactions, advanced routing algorithms, and workforce management tools, the need of the hour today is minimized operational convolution and vendor integration costs with contact center solutions that blend with the user’s unified communications. The goal of any contact center business is to provide an improved customer experience that is required to build and sustain profitable relationships—involving more than just managing call-handling times and abandon rates. According to Gartner, by 2020, customers will manage 85 percent of their relationship with a business in the digital space without human interaction. Understanding this need, the company’s inbound contact center solutions not only provide tools for optimizing customer experience but also ensure business continuity and real-time capabilities.
The Diverse Portfolio
Ensuring that current and future requirements are met with flexible deployment options, on-premise or in the cloud, Mitel meets the contact center needs and protects future investments through simplified and customized end-to-end services. “We are less interested in chasing theoretical, technical rainbows and more interested in simplifying how customers deal reality. We, at Mitel, can try to predict and guess what the next big technology wave will be, but the only true barometer that accurately gets it right each time is customer demand.
Designed to help small and medium businesses outdo customer expectations, one of the company’s core platforms— MiContact Center Office— proffers systematic monitoring, managing, and routing of calls. By providing agents with informative screen pop-ups and Personal Information Manager (PIM) integration, MiContact Center Office offers real-time business intelligence insights on call performance and agent activity, enabling a fruitful customer interaction experience.
With over four decades of experience providing business communication tools, Mitel breaks down barriers, boosts productivity with real-time, on-demand collaboration tools. As a case in point, a Florida based NGO–Food For The Poor— struggled to be organized and effective in reaching a support base in order to raise funds. Using technology that was unequipped for the size and sophistication of the operation, the client experienced hampered agent productivity and required an efficient, progressive dialer and a user-friendly contact center solution. Assuring exemplary service and maintaining the ability to respond quickly to client needs, Mitel’s agile team assisted the customer to gain a remarkable increase in agent productivity and ensured a consistent and systematic approach to call handling.
Passing the Milestone
While Mitel’s litmus test for spending on novel systems is based on its customer impact and the subsequent growth it generates, the firm designs its state-of-the-art products and solutions to create a foundation that is not only scalable but also customizable for tomorrow. Additionally, with over 2,500 channel partners globally, the company would persist to go the extra mile, helping partners to work with more clients and to boost the return on investments.
"Helping organizations break down operational silos between contact centers and the back-office staff, mitel reduces handling time and increases the likelihood of first contact resolution"
The company has recently achieved a major industry milestone surpassing the one-million-subscriber mark. This can be attributed to the fact that customers of all sizes take advantage of Mitel’s commercial flexibility, operational scalability, and advanced set of business applications available in the cloud on a subscription basis. Focused on strategic acquisitions to drive revenue, Mitel is looking for software-oriented technology add-ons, giving the firm a promising outlook for the future.