5 Reasons Why MiVoice Business is the Ideal Foundation for Effective Collaboration

4 min read

Kurt Kruger | October 11, 2022

As more employees work from anywhere, video meetings are often top of mind when we think about collaboration. But the fact is, you can’t have a high-quality video meeting without high-quality voice. Many collaboration solution suites are founded on a voice technology platform.

Here are 5 reasons why voice — and the collaboration applications it enables — have become increasingly business-critical, and your organization’s specific needs will influence the voice platform you purchase.

1. Voice is More Pervasive than Ever

For large and small businesses, most communications still rely on voice. Voice has always been the most common way people interact. It’s how we communicate in person and on the phone. 77% of people still believe a phone call is the most effective way to get an answer quickly. Video meetings are simply an extension of that familiar process. Video enhances the audio experience.

Because voice is an integral element across communications types, a high-quality voice experience must be the cornerstone of all collaboration platforms. The voice experience is not limited to what you hear, however. In addition to voice clarity, the voice experience is impacted by the quality of incoming and outgoing connections, reliability, and how well it facilitates how you do business.

Mitel’s MiVoice Business solution has been delivering world-class, flexible communications for over 20 years. Enhanced by ongoing voice technology innovations, today, more than 100,000 MiVoice Business systems worldwide are providing the high-definition, rich audio foundation for a full suite of collaboration applications — including MiContact Center Business, MiCollab text and chat, MiTeam Meetings video, and a range of mobility solutions.

Regardless of where an employee works, no employee works alone. To get work done, each needs to work with others. Resolving a customer issue or completing a task often requires a series of connections with distributed team members. Your call control system remains their voice link to that outside world, providing the connective tissue that enables outgoing, incoming, and transferring calls. To deliver an exceptional customer and employee experience, MiVoice Business ensures those connections are instantaneous, reliable, and agile. Sophisticated call control capabilities transparently facilitate call forwarding from the first employee touch point to as many as possible to resolve an issue.

2. The Business Phone is Not Dead

As employees have become more mobile, the business phone concept has morphed, not gone away. Today, business phones don’t always look like a phone or sit on a desk. Instead, the employee's role determines the business phone’s form factor. The way they work comes in a range of options, including a softphone on a PC or Mac, a front desk phone, a specialized mobile device an employee carries across a warehouse or campus, a conference room phone, or even analog devices in an elevator or at a night bell.

But one thing about the business phone hasn’t changed: each device must connect with the PBX. And your PBX must be designed to optimize the voice experience, enable collaboration, and deliver continuous connectivity across all of them.

A phone is simply a delivery vehicle for the capabilities the PBX provides. MiVoice Business makes it possible to keep that high-quality voice experience the same regardless of your device. It gives the depth of coverage to cater to all the different types of users an organization may have, serving all their needs with one system. This is why MiVoice Business has succeeded in vertical industries like hospitality and healthcare, where the customer experience hinges on high-quality service. Even when employees with essential expertise are constantly roaming from place to place, MiVoice Business ensures seamless connectivity to any device. Mitel is the number one provider of the DECT-based physical phones these employees typically carry. 

3. Critical Personalized Service Requires More Control Over the Voice Experience

Some organizations for which voice acts as a lifeline, protecting people’s safety or playing a critical role in delivering the personalized service that’s the foundation of the value proposition. For these organizations, reliable, predictable, always-on access to voice-enabled communications is mandatory.

These organizations can’t tolerate software maintenance outage windows at a vendor’s convenience. Because software maintenance and internet outages are a reality, they need a plan B that gives them control to maintain their systems when their business warrants it. They need a communications vendor that can provide a solution to enable local site survivability so that employees can communicate within and outside the organization, even if the SIP trunk in the building goes down. And if the system needs to be taken down for maintenance, they can ensure it happens when it’s least needed or when a backup system is available.

MiVoice Business provides on-premise deployment options – to go along with its private cloud, public cloud, and hybrid solutions – designed to deliver local site survivability and a range of partners skilled in setting up and delivering backup options. That’s why state and local governments, hospitals, financial institutions, manufacturers, and universities are some of MiVoice Business’ most loyal customers.

4. Integrating Voice with Enterprise Apps is Increasing 

Voice is the ultimate productivity tool. As the catalyst for complex problem-solving and personalized service, businesses have discovered that communications are more efficient when they frequently add voice-enabled collaboration to their employees’ enterprise apps. But, because not just any voice experience will suffice, some businesses don’t want to trust their voice-enabled collaboration with providers that don’t excel in voice. For instance, many Microsoft Teams customers utilize MiVoice Business to provide the voice component of their overarching collaboration solution.

Mitel’s singular mission is to deliver superior business communications solutions, and voice technology excellence is a key enabler. MiVoice Business excels in providing all aspects of an outstanding voice experience and makes it easy for customers to integrate that quality with a wide range of enterprise applications. When you combine leading collaboration with leading CRM, ERP, and other productivity applications, employees are more empowered to make timely, business-critical decisions that enhance the customer experience. For instance, when you can provide your agents with calling and contact directly from your CRM, they have all the resources they need at their fingertips to resolve customer issues and drive new business efficiently.

MiVoice Business integrates with the most popular and robust enterprise applications, including Salesforce, Microsoft Dynamics, SAP, Oracle CRM, Sage CRM, Sugar CRM, Zendesk, Microsoft Teams, Google Chrome, Google G-Suite, and many more. Customers can also use Mitel CloudLink and Developer portal to integrate MiVoice Business and its range of collaboration applications with other third-party solutions.

5. Organizations Want Voice and Collaboration Their Way

Business operations have evolved significantly over the last few years. Increasingly, organizations are thinking twice before investing in ‘one-size-fits-all’ offerings and looking for communications solutions tailored to their needs today, adaptable to their needs tomorrow, and available on their terms. MiVoice Business lets them have their collaboration their way.

Deployment flexibility is a crucial requirement. Depending upon its size and operational complexity, an organization’s data security, business continuity, time-to-market, and scalability requirements may even differ across business units. MiVoice Business offers them one common, leading collaboration experience available in on-site, hybrid, private or public cloud powered by AWS and Microsoft Azure, all with industry-leading TCO. And Mitel will continue to innovate in this area with new MiVoice Business capabilities that will deliver unprecedented ease of deployment, intelligent monitoring, and streamlined maintenance and administration to optimize IT resources and adapt to changing business needs.

Customers also want to purchase communications software on their terms. Subscription pricing is popular today and is frequently the only option communications vendors provide. Mitel believes in giving customers a choice. We continue to offer perpetual (one-time) and subscription license options for all our products, including MiVoice Business.

Never Sacrifice on Voice

Voice remains the unsung hero for the communications solutions cornerstone of business operations. So why trust your voice foundation to a company lacking a track record in providing an exceptional voice experience tailored to your needs?

With MiVoice Business, there are no tradeoffs on voice quality, breadth of collaboration offerings, or your ability to choose precisely what your business needs today or tomorrow. Instead, get the power of Mitel’s 20-year track record in delivering an unmatched voice and collaboration experience deployed on your terms.

Learn more today about MiVoice Business, or contact your Mitel partner.

Kurt KrugerPLM Director, Mid-Market Solutions

Kurt is the UC product management team owner for Mitel’s mid-market solutions, MiVoice Business and MiVoice Connect. He has a deep understanding of the UC market and extensive experience in product management, having spent 15 years focused on UC solutions in PLM roles with Avaya, HP, ShoreTel, and Mitel. Before his UC focus, Kurt held PLM roles in the networking and communications category with Cisco and Apple and a number of Silicon Valley startups.

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