Portland Trail Blazers

The Portland Trail Blazers were considering replacement of a legacy Nortel system and an Interactive Intelligence application in the call center as the two systems were disparate and lacked modern telephony features. After running the numbers, Trail Blazers Telecommunications Manager Lou Pallotta determined that to rip and replace the Nortel system with the Mitel VoIP solution would actually save the organization a significant amount of money.

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With an IT department of only four people, service and support, ease of administration and a user-friendly interface were key. Telecommunications Manager Lou Pallotta had previous experience with telephony systems from most of the major vendors, none of which he felt were a fit. The solution that satisfied all of the organization’s needs came down to one—Mitel unified communications.

“The upgrade for my Interactive Intelligence call center alone was going to be more than the forklifting of the entire system and putting in an all-new Mitel call center, building the IVR and putting in new telephones,” said Pallotta. “Our ROI was a slam dunk.”

Goals

A legacy Nortel system and an Interactive Intelligence application in the call center resulted in disparate systems that lacked modern telephony features
Needed a solution that would be easy to manage and easily integrated with the organization’s CRM application
Expenses to maintain the outdated system were mounting and hard to justify for an inadequate communications solution

Results

Savings of up to $45,000
Increased revenue via productivity tools
Robust, workflow-changing features
Ease of deployment and use

Productos

MiContact Center Enterprise

MiCollab Audio, Web & Video Conferencing

IP Phones Peripherals

Integrations

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Soluciones

Major League Baseball

Major League Baseball (MLB) needed a way for all 30 teams to have a better way to communicate on the field by providing a common user experience. Mitel helped the MLB give players, coaches and officials with simple communications, which also enhanced the fan experience.