Customer Success

Transforming your call center into a thriving hub of customer satisfaction requires the right blend of efficient agents who can effortlessly meet customer needs. But have you considered the untapped power of agent performance metrics?

On-prem, private hosted, and hybrid Unified Communications (UC) platforms offer unique advantages for education, hospitality, and retail organizations. Among participating companies in those industries in Metrigy’s Workplace Collaboration: 2023-24 global research study, almost 32% use on-premises UC platforms, while 24.7% use a private cloud solution.

The 2023 edition of Enterprise Connect, held in Orlando, FL, brought together even more partners and customers than last year’s successful event. While the agenda included the expected vendor, consultant, and analyst presentations, it also included such activities as morning yoga and running, a booth crawl, and opportunities for attendees to connect during coffee breaks and other activities.

In today's fast-paced business environment, efficient communication is crucial for success. We recognize the importance of seamless communication and our partners’ roles in making these communications happen. I am delighted to highlight a unique solution developed by Visns Studio that leveraged Mitel's CloudLink APIs and the Mitel Developer Program.

I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.

In the 20th century, customers had far more limited choices than now. You could shop at the hardware store on the corner or the one miles down the road — provided you were in a big enough city to support two hardware stores.

In the first part of my software assurance (SWA) conversation with Melissa Swartz, Founder of Swartz Consulting, and Rick Hathaway, Principal Consultant and Owner of RLH Telecom Solutions, we busted SWA myths and shared best practices for organizations using unified communications.

I had the opportunity to hold eye-opening conversations with Melissa Swartz, Founder of Swartz Consulting, and Rick Hathaway, Principal Consultant and Owner of RLH Telecom Solutions. They are reputed independent consultants who know the business communications industry inside-out and have customers in almost every business area.

The communications and technology analyst community had much to say about Mitel and our core initiatives this year.

Predictable. It’s a word that organizations love to hear, but unfortunately, the past few years have been anything but. However, businesses must look ahead and plan – whatever it may bring.