Mitel is a Canadian company founded in 2001, offering business communications such as phone systems, contact centres and VoIP phones. On the whole, their solutions are cloud-based and take full advantage of the capability of phone systems to be connected to the internet, allowing for better signal, more affordable rates and the ability to make calls remotely. Their three business phone systems comprise different advanced features, levels of customisation and compliance so that businesses can compare and choose the UCaaS solution most beneficial to them.
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Mitel Features: MiVoice Business
MiVoice Business is considered the more basic of the business phone systems, aimed mainly towards smaller companies with fewer employees, because of the predictable expenses and comprehensive telephony features.
The main advantage of a PBX system is that a range of advanced features goes alongside it.
An example of this is an auto-attendant, which acts as a receptionist to route calls based on their purpose to the appropriate agent without wasting time and going through an intermediate agent first.
Because of this, calls are managed effectively through an automated voice response system and can even be directed to an alternate website or phone for customers to resolve the issue personally if their query is commonly asked and does not require an agent.
Another advanced feature is called routing, which places callers in an orderly queue and distributes calls based on which agents are available, ensuring that a large volume of calls can be handled effectively.
Other examples include call screening methods like showing caller ID on incoming calls and hot-desking so that any agent can log into all business phones without having one specifically allocated.
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Mitel: MiCloud Connect
MiCloud Connect is a service that includes cloud communications such as voice services and a contract centre, using a hosted PBX system to encourage remote productivity instead of being limited to the office premises.
The system can be accessed on all IP phones, mobiles with the application downloaded, and desktops, allowing employees to work in various locations and swap between devices.
The contact centre can manage instant messaging, voice calling, video calling and conference calls so that employees can use the same system to communicate in various ways.
Whilst voice calling is essential for some clients, instant messaging is a more straightforward way to get a message across, especially for prospective customers that aren’t yet fully informed.
Additionally, videoconferencing is an effective way of holding meetings and including all colleagues in the same call, visually representing ideas and allowing every staff member to collaborate.
Group chats are especially useful for sharing files and connecting with colleagues, as it is a fast and effective way to get information across.
Mitel: MiCloud Flex
MiCloud Flex is another business phone system offered by Mitel, providing a robust network on any device to message, voice call, video call and conference call. Contacts can be created so that agents can see the profile history, such as previous conversations or important notes, and therefore store all contact details to ensure that communication can be carried out on all platforms. An advantage of this system is that scaling your business is simple to add or remove more users. A large amount of information can be stored because it is cloud-based and therefore more secure because of encryption.
The omnichannel contact centre combines various channels and several other software so that agents can move seamlessly back and forth from different modes of communication on the same interface. Not only does the dashboard minimise the risk of missing a notification, but provides an opportunity to include integrations.
Because all Mitel business phone systems are cloud-based and use VoIP technology, ensuring you have a compatible phone alongside the solutions is essential. Your existing office phones will not be compatible if they are analogue. Therefore an Analog Telephone Adaptor (ATA) will be necessary to connect them to the internet. The Mitel TA7100 terminal adaptors allow this connection.
Alternatively, suppose you are looking to upgrade your phone system completely. In that case, you can purchase an IP phone with high-definition audio and a display screen, knowing that all features such as a memory list and voicemail will be supported. There is a range of 6900 Series phones of varying sizes and accessories.
There are also options for cordless office phones, such as DECT phones that are not restricted by wires and have a long battery life allowing agents to make calls for long periods within the range of the system.
Mitel – To Conclude
In conclusion, Mitel offers a variety of UCaaS solutions such as phone systems with contact centres and messaging/voice/video/ services, helping businesses streamline their communications and make their communication more efficient.
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