2017 is off to a great start here at Mitel and we hope it's going great for you too. We know you are busy so we wanted to summarize the media coverage we received in Q1 2017 in a single blog post. Enjoy.
Nine Contact Centre Trends to Watch in 2017
On Contact Centres
We saw a lot of changes to the call centre and customer experience landscape in 2016. Cloud communications and virtual agents were at the forefront of everyone’s minds, and social media was more important than ever. 2017 is shaping up to be the year of strategic thinking, better analytics, more intentional social media conversations and innovative ways to involve artificial intelligence. To help you stay on target for 2017, we’ve identified nine of the most influential trends affecting centres so far.
IoT and AI: Transforming Through the Cloud
On SDX Central
Enterprises have become more trusting of cloud offerings over the years, with many leveraging a public, private, or hybrid cloud solution for operational improvements and savings. There has been a gradual shift from private to public cloud as trust in the cloud has grown, and its services have become more ubiquitous. In fact, Amazon Web Services (AWS), one of the largest providers of public cloud services, is on track to become a $10 billion business.
Mitel Preps API for Unified Communications
On IT Business Edge
Now that Mitel has decided to focus all of its efforts on unified communications, CEO Rich McBee says Mitel is in the final stages of readying an application programming interface (API) that will foster integration with a wide variety of third-party applications and services.
Mitel Executive Shares Advice on How Teams Can Collaborate Effectively
On Voip Review
Collaboration in the workplace is something that all businesses need to succeed and is not a new concept when it comes to effective communication. However, as businesses become more global and teams increasingly dispersed, facilitating team communication and collaboration can become more challenging. Fortunately, cloud communications and various advancements in technology have helped produce tools that enable employees to collaborate more effectively, enhancing productivity without boundaries.
Learning from Small and Large UC Companies to Better Deliver on Enterprise Collaboration
The enterprise communications industry continues to evolve as businesses across the globe adjust to changes in workplace culture and new requirements arise for strengthening collaboration among internal teams, partners and customers. With countless new players in the enterprise collaboration space, users have more choices than ever when it comes to selecting the best tools for their organization.
Shine in the workplace by polishing your cloud collaboration etiquette
On Canada It
Some professionals may be hard to beat when it comes to using digital technology and employing their social media savvy. However, that doesn’t always mean they also have a good grip on real-life socializing. That’s why once in a while we run across new items such as this one from CBS New York which reports about Beaumont Etiquette, a company that specializes in helping millennials polish their manners and social skills.
Mitel CEO: Won't Stop Hunting For Deals After Share Buyback [Video]
On Bloomberg TV Canada
Shares of Mitel Networks went a touch higher after the company announced a plan to buyback 10% of it’s common shares. Earlier I asked Mitel CEO Richard McBee what this means for the company’s plans to pursue acquisition.
Mitel and Intelisys Partner to Provide UC
On TMC Net
Ottawa-based cloud communications provider Mitel has announced a partnership with Intelysis, one of the leading providers of business technology to help bring cloud based communications to businesses all throughout the United States and Canada. Through this partnership, Intelisys will have access to the full suite of Mitel cloud based services in its sales portfolio.
Get to know the Premier 100 Class of 2017
On Computer World
The annual Computerworld Premier 100 awards shine a spotlight on individuals who have had a positive impact on their organization through technology.
Beyond the Call Center: Meeting Expectations of Consumers Across Generations
On Connections Magazine
The proliferation of digital devices and always-on networks have entirely transformed how many of us approach and interact with nearly everything in our lives—how we arrange transportation (Uber), how we answer random questions (Google and Siri), and how we communicate with one another (emojis and messaging apps).
Mitel Brings UC to Beijing Subways
On TMC Net
Have you ever been stuck on public transportation with absolutely no service? It seems like this happens whenever you have something important to do. There’s always service when you’re simply sitting, bored on a bus (which, don’t get me wrong, is great because playing on your phone makes the time go much faster). But it always seems like that service goes away as soon as you have an important business phone call to make on the train.
Collaboration Is as Collaboration Does: Driving Business Success with the Right Unified Communications Tool
On CIO Review
The globalization of the enterprise has shifted the nature of collaboration, making unified communications tools a necessity and giving multinational enterprises and their teams the ability to function seamlessly across time zones. Being able to connect a diverse, global workforce is a huge operational asset.
Mitel reaffirms strategic vision and channel strategy
On Comms Dealer
Canadian vendor Mitel reassured partners that its development roadmap was on track and future vision intact during its annual channel event staged in London, the first in a series of European conferences.
Overcoming the Last Barriers to Cloud Contact Center Adoption
On TMC Net
Many small to medium-sized businesses (SMBs) have made the jump to cloud-based technology, particularly when it comes to their communications and their contact center solutions. They may have made the step to the cloud to save money – it means they can implement state-of-the-art technology with little to no upfront capital – or because their business is very cyclical and they’re tired of paying for software licenses they don’t need.
The intelligent cloud hinges on cloud adoption
On Tech Republic
The next version of the cloud isn't going to just store data or serve up SaaS--it's going to be useful for decision making and automating processes and for benefiting from AI in cloud apps.
Increasing the Communications Value of the Contact Center
On TMC Net
The days when the contact center was simply a giant room full of people who made and took phone calls is long gone. While telephone calls remain an integral part of customer support, customers have gone multichannel and today expect to be able to email, chat, text, tweet, video call and find their own answers.