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Mitel Makes Big Moves to Improve Customer Experiences
Improving the customer experience is one of the most important goals for businesses of all sizes. From there, improvements to the bottom line, sales and a host of other benefits can be recognized. To get there however, businesses need new, updated and advanced offerings that support their interactions with customers and help them to deliver better quality with each contact.
Business communications provider Mitel (News - Alert) understands just how important this is going into the new decade and is already making strides to deliver more for business users. The company has announced new offerings and features that it says will make it possible for businesses of all sizes to, “provide more intelligent, personalized and seamless customer experiences.”
The company’s latest offerings include new virtual agent technology, a WFO suite of applications and extended reach of it’s MiCloud Connect CX offering. Leveraging these new capabilities, businesses can work to transform how they support customers throughout their journeys by delivering better, more personalized interactions.
“Effective communications and collaboration tools are essential. Mitel is strategically partnering to accelerate innovation and capabilities for businesses, enabling them to deliver on the promise of making their customer journeys more intelligent, personalized and seamless,” said Bob Agnes, Executive Vice President and General Manager – Unified Communications, Mitel.
- New virtual agent, powered by Contact Center AI – With included Google (News - Alert) Cloud integration, this offering providers greater intelligence and insight into customer interactions in an easy-to-use format. Using natural language, it’s possible to empower self-service users and even extend 24/7 availability.
- Global Expansion of MiCloud Connect CX – Global availability of both UCaaS and UC platforms from Mitel means more businesses can make use of the company’s call control expertise and all-in-one solution for seamless customer service. It also allows UC customers to leverage their existing communications technology investment.
- Mitel Workforce Optimization – This new offering provides businesses with additional tools they need to gain actionable insights. A full suite of applications powered by ASC (News - Alert) Technologies include the ability to record, analyze and evaluate interactions so businesses can more quickly resolve customer calls while improving net promoter scores.
“Providing exceptional customer service is a necessity for every business and forward-thinking companies are embracing the opportunity for technology to play a role,” said Agnes.
Earlier this year, Mitel announced it was named a leader for UCaaS and hosted PBX (News - Alert) offerings in a worldwide market study by research company Eastern Management Group. The company surpassed the rank of 15 other tech providers in the research. Newsweek also named Mitel's UCaaS solution, MiCloud Connect a best business tool of 2019. The company was noted for providing reliability, security and satisfaction.
Edited by Erik Linask