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Buffalo Sabres  

The Sabres had several items on its must-have list. The new phone system needed to be user-friendly, flexible enough to change as business needs dictated and easy to use so staff could make changes to meet the needs of any event. The Sabres explored a number of systems from Mitel, Cisco and NEC.
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First Niagara Center is a multiuse facility and home to the NHL Buffalo Sabres, the Buffalo Bandits in Lacrosse, and a venue for all concerts and family shows performed in Buffalo.

It isn’t easy to host these events. Winning helps, but being able to stay in contact with fans and making sure that they can contact a representative easily is imperative to ensure an excellent customer experience. To facilitate this interaction requires modern telephony features.

The Mitel deployment made it stress-free for the Sabres to get up and running. Much of the work was done in the offseason and allowed employees to work, while the Mitel VoIP system was implemented in the background. One mission was to enhance Sabre customer service, which required a fully featured contact center.

Goals
  • Update telephone system 
  • Reliability 
  • Easy to use 
  • Flexible
Results
  • Eliminate costly third-party support 
  • Increased ease of use 
  • Enhanced contact center reporting 
  • Better support for an on-the-go workforce with Mitel mobile applications 
  • Simplified workflows with built-in web conferencing

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