2016 was a noteworthy year. A lot happened at Mitel, and the media took notice. So we’ve gathered many of the top stories covered by third parties into this one post so you can see the whole year at a glance. Peruse the headlines. Scan the intros. Click through to dig deep into the articles that matter most to you. For easier reading, we’ve divided the coverage up into several core areas: IT strategy and insights, innovative customers, products and partners, and financial news. Enjoy.
IT STRATEGY AND INSIGHT
CEO Chat With Mitel's Rich McBee
As anyone who knows me will tell you, I like to think I know a fair bit about this next-gen-comms malarkey, but there's nothing like an interview with one of the leading CEOs in the communications industry to make me realize how large the gaps in my knowledge base actually are. That was certainly the case with the following interview with Rich McBee, CEO at Mitel. I've known and written about Mitel as a provider of voice/PBX solutions for almost three decades (check out my latest head shot if you don't believe me).
Can Mitel Break the "Curse of Mobile UC?"
The company's unique approach to mobility could lead to new business opportunities as well as a new direction for mobile UC. It is no secret that UC vendors have struggled to come up with mobile clients that enterprise users want any part of, yet they persist. Mitel, however, is taking an interesting tack on mobility that has placed the company on my short list of vendors to watch at Enterprise Connect 2016, taking place next week in Orlando, Fla.
4G/LTE: Yes, It's Fast... But That's Hardly All
A 10X speed improvement makes for an easy sell for mobile operators, but they should be touting 4G/LTE's other benefits, too. While many UC vendors talk about mobility, Mitel is the first among them to put a strategy in place for actually bringing collaboration and mobility together. It isn't just creating a mobile UC overlay, as others have done, but is integrating at the network level -- a capability gained in the acquisition of cellular network software provider Mavenir Systems last March.
How Mobile, Cloud Are Changing The Face Of UC
Enterprise Connect 2016 opened in Orlando March 7 with a look at trends in unified communications (UC), and whether the path the industry is taking will get it from the current fragmented state to the promised state of seamless UC across platforms and vendors.
Four ways the cloud can improve your efficiency
Think about how many times a day inefficient communications get in the way of being productive. When was the last time you were able to turn a simple task, which was dependent on co-workers' input, around in a timely manner? You might start with an email that gets lost in the mix, even though the title was in all caps and bold. You might initiate a phone call that goes to a voicemail box that is yet to be set up. You may end up so desperate that you arrange a conference call, but can only get the necessary parties together the following week due to conflicting schedules.
The 4 questions you need to ask your cloud provider
Have you ever felt let down by your cloud provider? If your answer is yes, it might be some consolation to know that you are not alone. One survey delving into the cloud experiences of businesses revealed that three out of four respondents believed their move to the cloud actually forced them to sacrifice service and support.
Team Collaboration Etiquette: Don't Be 'That Co-Worker'
Team collaboration and communications tools are supposed to make users' lives easier and offer additional ways to interact with colleagues, regardless if they are in the next cube or on the other side of the globe. Although these apps have not yet become the "email killer" many think they can be, they definitely have become a necessary part of everyday life in small businesses and large enterprises alike.
5G will fundamentally change the way carriers operate
It's what you do with 5G - not just about speeds, feeds and bandwidth. Mitel CTO Terry McCabe knows that quality voice over LTE and cloud services - although central - are only part of the story. 5G will fundamentally change the way carriers operate.
Learn Why Hyper Innovation is Critical for 5G IoT Success?
Steve Corcoran, Head of Strategy, Mitel Mobility discusses how mobile operators face the challenge of maintaining relevancy in today’s rapidly evolving communications marketplace. The traditional operator-vendor relationship needs to evolve to be able to deliver the capabilities that customers require and to do so within the market windows of opportunity that are all too brief.
5G, IoT, Big Data: Everything to Do with Customer Service
Imagine if your customers and partners had seamless and effective access to your company's most knowledgeable people on your products and services. In essence, you would have the ability to make every employee a customer service expert, able to address everything from the simplest questions (standard billing) to more targeted needs (assistance in a different language).
5G, IoT, Big Data: Prepare Your Contact Center Now
The rise of connectivity and social media has reshaped today's customer service and put real power into the hands of the consumer. At the same time, new and emerging technologies like 4G, 5G, Internet of Things (IoT)/machine-to-machine (M2M) and big data are giving businesses the tools they need to reimagine the types of service and support capabilities that can meet, and even anticipate, those new consumer demands.
How M2M technology is changing the way businesses interact with consumers
It has been predicted that an incredible 6 billion people will have a smartphone by 2020. In our pocket, we possess a supercomputer, millions of times more powerful than all of NASA’s combined computing capability during the Apollo space missions.
2016 Predictions: MSOs advance from experiment to service with Wi-Fi first offerings
The year ahead promises some interesting developments in the U.S. mobile market, particularly around the maturing of voice-over-Wi-Fi offerings and introduction of “Wi-Fi first” services by multiple service operators. Expect some major operators to debut mobile offerings, combining mobile virtual network operator approaches with the widespread availability of MSO-powered Wi-Fi deployments across both residential and public locations.
Expanding the reach of voice services in the enterprise with LTE and Wi-Fi
With VoLTE and Wi-Fi Calling, the role and reach of voice is changing – in the enterprise and among all subscribers, with the adoption of a multitude of devices, apps, services and use models. Terry McCabe, CTO at Mitel and previously at Mavenir, told us about the evolution he sees in the wireless space.
Mitel - Mobile First, Cloud Enabled, Millennial Focused
In New York City recently, I had the opportunity to attend Mitel’s annual industry analyst conference, and of course get my fill of NY bagels and pizza. Mitel explained how the company has become mobile first, cloud enabled, and millennial focused. CMO Wes Durrow pointed out that “Most businesses don't have their business communications environment integrated with their mobile environment; we haven’t unified UC.”
Five Ways Digital Can Turn Good Intentions into Good Service
Every company has the best of intentions when it comes to customer service, but how many truly succeed? How many times in your day-to-day life are you left miffed by lack of service, lack of awareness or lack of common sense exhibited by a company who wants—or worse yet— already has your business? In today’s increasingly digital age, the culprit for most companies with failing customer service is consistency. Their dated systems are simply unable to deliver consistent experiences across all channels.
Unlocking the Full Potential of Contact Center Analytics
Analytics can help improve efficiency and work within almost any industry that comes to mind. The hype around big data and analytics is evident everywhere you look – even in relation to how these phenomena will transform the contact center. While this is nothing new, chances are, even if you’re already using analytics in your contact center, you’re not using them to their full potential.
From dated to digital
Customers expect quality experiences from every company with which they interact. When reaching out for customer care in particular, easy and personalized communications are key to positive interactions and earning continued business. Unfortunately, in today’s interconnected world, many companies’ systems are outdated and simply incapable of delivering great experiences across all mediums.
Mitel Marketing Head Explains API Strategy, M&A Motivators, and Mobile-First Stance
Mitel CMO Wes Durow this week told me that the vast majority of companies still haven’t fully deployed enterprise mobility across their organizations, even as the lines between consumer experience and business expectations become more blurred. He added that Mitel’s cloud-based, mobile enterprise vision addresses the evolving needs of a mobile-first world for enterprises, workers, and consumers.
The secrets to unifying unified communications | #EC16
During the first day of the Enterprise Connect 2016 event in Orlando, FL, there were plenty of discussions on the topics of Unified Communications (UC) and their prioritization for companies from many different backgrounds and technical focuses.
Mobile Messaging and Bots: The Next Frontier of Customer Service
Virtual robots or chatbots powered by artificial intelligence (AI) are transforming customer service. Domino's was one of the first companies to experiment with AI technology by letting customers order pizza via a pizza emoji that's tweeted to @Dominos.
Creating a mobile strategy for your field services organization
In field services, mobility encompasses more than mobile communications. For service workers, the smartphone is often the main – and sometimes only – means of communications back to the home office. In many cases, the smartphone is also the primary compute platform.
Mitel Industry Event Update
The week before last I got to spend a couple of days with the Mitel management team and a small selected group of analysts and consultants. The sessions showed the ongoing progress of the Mitel team and their products. The following are few highlights I came away with from the event.
It Was the Worst of Times, It Is the Best of Times
Happy 2016! As we continue to forge forward into the first half of the 21st century, I am reminded of the opening line of Charles Dickens's "A Tale of Two Cities":It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness ...Why am I reminded of this, and what does it have to do with technology?
B2B Marketing for 2017 - Driving Brand Consideration in an Era of Perfect Information
Business-to-business customers have gained access to almost perfect information regarding those companies who serve them. Customers are now able to keep fewer brands top of mind by outsourcing brainwaves to Google to supplement the information they know with readily available digital resources. This reality makes it even tougher for challenger brands to break through and drive interest and consideration in a competitive marketplace.
Will Millennials Cause the End of Email?
As electronic communications have gradually gained preference over voice communications, many employees have begun to feel overwhelmed with the volume of email, leading them to seek alternatives. The average office worker sends or receives 123 emails a day, according to the Radicati Group. But the use of real-time collaboration is increasing rapidly. Millennials, who grew up with instant messaging and social networking as primary forms of communications, see no reason for that to be different in the workplace.
Proof You Should Never Underestimate a Millennial
Everyone has different leadership methods, but my approach has always been to start with the ultimate end goal: build an organization with cheetah-like speed and sled-dog endurance. To move quickly in business you need to ask a lot from your staff, but you also need to ensure they have the motivation to go the distance. Here are five ways your company can create determined employees who are always eager to get to work:
Learning to Love the Private Cloud for Higher Ed
This is part of a series of case studies showcasing how Mitel helps companies achieve their business communication objectives. Walk on to any college campus today, and you’ll see students, staff, and faculty heads down looking at their mobile devices. Mobility rules, which requires new communication capabilities on campuses. As places of higher learning, universities and colleges have unique communication needs to ensure security and safety while facilitating collaboration for students and staff.
Ready for the Next Batkid? Make-a-Wish Is, With Mitel Tools
The Make-a-Wish Foundation delivers wonder and joy to those who need it most, and from the chance to meet celebrities to create a concept that's been resonating since its inception—anyone else remember “Batkid”?—it's one of the most important organizations around. Organizations like this don't run on good feeling, though; they need the same technological prowess as any other. That's why when Make-a-Wish wanted to upgrade its communications tools, it turned to Mitel.
Mitel Networks: Going Beyond Customer Initiated Interactions
Operating 30,000 sailings annually between the U.K. mainland and the Isle of Wright, Red Funnel Ferries required a fully featured and reliable phone system and contact center solution. When Red Funnel’s voice-only contact center approached the end of life, the company realized that it was not only time for an upgrade or replacement but also needed the capability of omnichannel communications, integrating emails and social media through the contact center.
Skyping with the Chinese Olympic Committee serves as Michael Johnson Performance Center's IT lightbulb moment
The moment things clicked into focus, Lance Walker was in a patchwork video conference with the Chinese Olympic Committee in Beijing. The two sides were connected via Skype video and landline audio. “That’s where you start to look around and go, ‘What the hell are we doing here?’ says Walker, executive vice president and global director of performance for the Michael Johnson Performance Center.
Going for Gold with Team Collaboration
World-renowned Michael Johnson Performance athletic training center plans to power up for 2020 with Mitel's MiTeam cloud-based team collaboration suite. As the Olympic Games unfold in Rio, we're reminded daily of how important teamwork is to success -- the pulling together and working as one toward victory. We've witnessed that teamwork result in the gold medals awarded to the athletes in U.S. women's and Japanese men's gymnastics, U.S. men and women's swimming, Australian women's rugby... and so on and so on.
Mitel Steps up to the Plate with Advanced Mobile Communication Capabilities to Support the MLB All-Star Game
On Tuesday, July 12, the top players in the American League and National League will take the field at San Diego’s Petco Park for Major League Baseball’s 87th All-Star game. But behind the scenes, one of the most stellar players in cloud and mobile communications is already hard at work to enhance the fan experience. Global business communications provider Mitel collaborated with the San Diego Padres, host team of the midsummer classic, to deploy an end-to-end omni-channel solution that incorporates personalized contact center software features which enable season ticket holders to connect directly to their dedicated service representative.
Case Study: Mitel Helps San Diego Padres Deploy All-Star Real-Time Communications
As a Major League Baseball franchise, the San Diego Padres may not be the typical enterprise, but they face many of the same communications challenges as any geographically-diverse organization with a large percentage of mobile employee and international locations. Chief among those challenges is ensuring that all of their employees, regardless of role or location, are seamlessly connected at an affordable cost and ensuring they provide top-of-the-line customer service to their fans.
San Diego Padres' Real Time Communications System a Grand Slam
Sports and real-time communications tools have been increasingly spotted together as stadiums start including the systems to improve the overall fan experience. The San Diego Padres recently came out with such a move, bringing in Mitel to bring a complete end-to-end real-time communications system for Petco Park.
PRODUCTS AND PARTNERS
Mitel Builds Out Its Mobile Cloud Capabilities
The collaboration technology vendor offers new hosted services for mobile carriers, a mobile identity offering and a health care-specific product. Mitel officials are continuing to expand the collaboration company's mobile capabilities with the introduction of a series of new products and services that fall in line with their contention that the communications industry is rapidly becoming more mobile and cloud-based.
Mitel Expands MiCloud UC Platform
The company is adding features and bolstering the mobile capabilities of its cloud-based UC solutions as interest from larger enterprises grows. Mitel is adding features to its MiCloud cloud-based communications offering to make it easier and more affordable for both service providers and end users to adopt and use the technology in a business world that is becoming increasingly mobile.
Mitel Means Business
With a slew of product announcements, Mitel aims to deliver on its mobile-first, cloud-enabled, Millennial-focused mantra. I hung up the phone the other day after a briefing by Jon Brinton, EVP and GM of Mitel Cloud Services, with thoughts of a storybook from my childhood, "The Little Engine That Could." I hadn't thought of this tale for years, but for some reason the little engine's "I think I can" persistence came to mind.
Mitel Networks Unveils VoLTE, VoWiFi & Other Mobile Cloud Capabilities
Real-time business, cloud and mobile communications provider, Mitel, Friday announced a series of new cloud-based mobile solutions for enterprises and service providers. The new solutions include hosted services for mobile carriers, a mobile identity offering and a health care-specific product. Following are the solutions in the new portfolio:
Unpacking UC: Mitel Networks
We’re tackling unified communications to help our readers navigate what UC platform is the best fit for their organization. Previously, we dissected Rogers Unison. For our second installment of Unpacking UC, we take a look at telecommunications company Mitel Networks.
Mitel Introduces New Communications Suite
Mitel has a new series of solutions for businesses and service providers, made to provide mobile users with communication, collaboration, and contact center capabilities. The new suite, which is showcased at the Mitel Next event in San Diego, is designed to be mobile-first and cloud-enabled, and is described by the company as "millennial-focused," to meet the communication needs of the new generation of workers.
Mitel Launches Several New Communication Solutions
At its Mitel Next event in Berlin, Mitel has announced a series of new solutions, intended to boost the implementation of the company’s strategic vision of the cloud-based mobile enterprise. These new solutions are aimed at the ever-changing needs of the mobile-first world, and hope to enable real-time communications and collaboration without being obstructed by legacy systems.
Mitel's Lineup to Include MiTeam
Instant messaging (IM) was one of the biggest drivers of UC, but it was only a precursor to the richer messaging solutions emerging now. IM was more instant than email but not as intrusive as a phone call. Turned out that lots of our communications are well suited (even preferable) over messaging.
Hospitality industry welcomes wireless vendors
HITEC, the world’s largest hospitality technology show, convened this week in New Orleans. Hospitatality is seen as one of the top five vertical markets for distributed antenna systems, and DAS vendors were a significant presence at the show. JMA Wireless used the show to highlight its recent TEKO DAS deployment at New York’s midtown Renaissance Hotel. The property describes itself as a “living” building because its appearance changes with the seasons, and its giant rooftop deck changes every hour.
Mitel Contact Center Gets a Fresh Start
It's been 14 months since I last wrote about Mitel's contact center portfolio, which at the time comprised technology from PrairieFyre, acquired in June 2013; Aastra, acquired in January 2014; and Oaisys, acquired in March 2014. Mitel had ambitious plans to consolidate its contact center offerings into a single application able to support any of the call control platforms in the company's portfolio, admittedly a multiyear process.
Mitel launches new business phone with one-touch integration
Mitel is upgrading their latest class of business phones to include mobile integration, with the new 6900 series of enterprise-class business phones, is available now. The 6900 series comes equipped with automatic handoff from smartphone to desk phone and back, shared access to contacts across both devices, WiFi connectivity that untethers the desk phone, and the ability to charge mobile devices directly from the desk phone. The key feature being the mobile integration, which Mitel touts as “one-touch”.
Mitel reveals new global cloud UC solution
Mitel is expanding its cloud footprint to more than 40 countries worldwide with the launch of World Cloud, Mitel’s newest cloud solution for backend services and cloud communications across multinational businesses.
Know Your Mitel Hybrid Options
I recently attended Mitel's annual conference for analysts and consultants, so let's make Mitel next in my ongoing series on various vendors' hybrid UC solutions. To wrap our heads around what Mitel offers in terms of a standardized hybrid UC solution, let's first dissect its portfolio. What follows is going to be a lot of MiThis and MiThat, so keep an eye out for the similar but not identical product names.
Mitel Focuses on Mobile Team Collaboration with MiTeam
Fresh off the announcement that it is acquiring Polycom to form a new UC industry giant, Mitel this week announced the general availability of a new offering, Mitel MiTeam. A mobile-first team and social collaboration application, Mitel MiTeam features real-time, native integration that supports the way teams actually work today.
Mitel Invests in 5G Connectivity Initiative
The projected revenue from 5G is set to reach $247 billion by 2025, according to ABI Research. This new technology will generate new use cases as the Internet of Things (IoT) connects more of the world we live in and 5G becomes an integral part of the delivery of services the IoT will provide. Mitel, provider of real-time business, cloud and mobile communications, just announced a round of investment for its Ranzure Networks, which will support 5G initiatives for the IoT.
Plano's FieldAware partners with Mitel for new offerings
FieldAware has partnered with Mitel (Nasdaq: MITL) to allow both companies to reach new customers. Plano-based FieldAware offers field personnel mobile tools for their smartphone and tablet to increase productivity. Meanwhile Canadian-based Mitel, which acquired Richardson-based Mavenir for $560 million last year, is a communications company that announced plans to focus on cloud-based mobile enterprise solutions last year.
FieldAware & Mitel Offer Integrated Real-Time Field Service Solution
Service scheduling specialist FieldAware is teaming up with communications company Mitel to offer integrated real-time solutions for field service organisations. FieldAware’s web-based back office functions are built on a flexible, cloud-based architecture with unlimited configurable fields that can accommodate virtually any business process. Mitel’s Accelerator initiative has been developed especially for the field service industry. It embeds Mitel’s real-time, enterprise-class communications and contact centre capabilities into Field Aware’s mobile field service-scheduling software.
Mitel, VeloCloud Partner for Intelligent SD-WAN
MiCloud Edge uses automation and intelligent routing to optimize bandwidth and instantly steer traffic toward the highest-performing network paths. Mitel, which makes software for real-time enterprise, cloud and mobile communications, announced a partnership earlier this week with software-defined wireless-area networks provider VeloCloud around the new MiCloud Edge.
Mitel Partners With VeloCloud To Build Networking Solution
Mitel announced a new networking solution in partnership with VeloCloud’s SD-WAN technology. Mitel is now offering MiCloud Edge, a solution that works to help business maximize bandwidth resources in order to improve voice and video application service quality.
Mitel MiCloud Edge Uses VeloCloud for SDN Support
Enterprise communications company Mitel (News - Alert) has announced the release of its newest software, MiCloud Edge, which takes advantage of the VeloCloud software-defined networking (SDN) architecture to give companies an easy way to handle their company networks.
Mitel improves network performance with new partnership
Mitel has started a new partnership with VeloCloud to improve network performance of its cloud-based business communications and collaboration services with new networking solution called MiCloud Edge. MiCloud Edge will be powered by VeloCloud’s software-defined wide area network (SD-WAN) technology with the idea of boosting the performance and reliability of enterprise voice and video communications.
Mitel, DragonWave Partner on 5G Innovation
The partnership comes a month after Mitel kicked off an effort to focus on 5G, which promises faster speeds and more capacity than 4G LTE. Mitel officials in February launched an initiative to help drive innovation around 5G connectivity. The communications technology company this week took another step in that direction, partnering with DragonWave to develop solutions around the wireless technology.
Mitel Helps Mobile Carrier 3 Launch 3FrontOffice
Mobile service provider 3, which operates in Europe and Asia, is looking to kick off a new cloud-based communications service called 3FrontOffice but, in order to do so, it needs some help from Mitel. In particular, the mobile provider will power 3FrontOffice in Sweden and Denmark with the MiCloud Telepo platform.
Zayo, Mitel target Canadian business with new cloud-based offering
Zayo and Mitel have teamed up to provide a hosted communications, collaboration and conferencing platform targeting businesses in Canada, marking the Zayo's first new service move following its acquisition of Allstream. FieldAware Recognized In The 2016 Gartner Magic Quadrant For Field Service Management. FieldAware, the leader in made-for-mobile, cloud-based field service automation solutions recently announced it has been positioned on the November 2016 Magic Quadrant for Field Service Management by Gartner, the world's leading information technology research and advisory company.
Mitel Recognizes Top Partners at 2016 Mitel Elite Experience
Mitel is a global leader in real-time business, cloud and mobile communications that has been especially busy this month. Even still, the company took the time last week at the 2016 Mitel Elite Experience partner event on April 20 to recognize its top performing channel partners.
How Channel Can Help Customers Cut Mobile Costs
With more employees traveling and working from home, mobile technology in the enterprise has never been more important. The market has created a unique opportunity for resellers to become key mobility resources for organizations to rely on, particularly as the growing mobile marketplace transforms and we see further developments in the industry like Comcast expanding its service provider play and Verizon snatching up Yahoo.
Exactly what does 'mobile first' mean for the channel?
What's in a slogan? Well, it depends what it is, who's asking and who's listening. Big business, particularly the IT industry, loves buzzwords, jargon, catchphrases and easy-to-remember slogans.
Mitel Crosses Two Million Cloud Subscribers Milestone
Otawa’s Mitel has reached milestone achievement, surpassing the mark for two million cloud business communications subscribers. This latest milestone, reflecting the addition of more than 70,000 seats since the beginning of the year, comes on the heels of a record fourth quarter for Mitel with cloud revenue growth of 44 percent.
Mitel Lands Competitive Strategy Innovation and Leadership Award
Awards are a great way to broadcast to potential customers—and even current customers—that a company's product line is particularly worthwhile. It's a way to note that someone, particularly the award's issuer, has analyzed a product against a slate of others and determined that product to be superior. When Frost & Sullivan is handing out the awards, people take notice, and that's what recently happened to Mitel.
Mitel hits Q1 financial targets as cloud, mobile revenues surge
Mitel Networks on Thursday reported a solid if unspectacular March quarter as it continues its remarkable transformation from communications hardware firm to a provider of software services. The telecom company recorded first quarter revenues of $276.8 million, at the low end of the $270-million to $295-million range Mitel had led analysts to expect. Earnings were six cents per share, the midpoint of the expected range. Mitel reports in U.S. currency.
Kanata flagship Mitel beats Q4 estimates on strength of new units
Now entering his sixth year at the helm of one of this city’s high-tech flagships, Mitel Networks chief executive Rich McBee says he and the firm are in a good place. “We’ve got the right strategy and we’re executing it,” he told analysts during a conference call Thursday to explain fourth-quarter results, “We’re fine with where we are.”
Mitel reports record 2015 Q4 revenues
Mitel is “firing on all cylinders” heading into 2016, CFO Steve Spooner said after the Ottawa communications system provider reported record 2015 fourth-quarter revenues Thursday. While its enterprise business revenues dropped from $271 million in the last quarter of 2014 to $233.1 million a year later, the company made up for it with a 44 per cent jump in its cloud business and a 73 per cent rise in its mobile business, thanks to last year’s acquisition of Mavenir.
Newer business lines key to Mitel’s “strong” 2016 Q1: McBee
The transition to a software model continues at Mitel, and its cloud and mobile business lines contributed to a strong first quarter of 2016, CEO Rich McBee said Thursday. “Our cloud business set a new quarterly record with revenue of $45.8 million, up 32% year-over-year as we continue to gain market traction globally,” he said in a statement. “Year-over-year growth of 55% in mobile was fueled by new footprint wins as well as the transition of existing footprints into network-wide roll-outs."