2021 Mitel Pitstop: A Guide to Mitel

Mitel is one of the best-known market leaders in business communications today, supporting more than four million companies worldwide. The company, offering a range of enterprise, cloud, and next-generation applications for Telecommunications, started in 1973. Since then, this business has been growing every bigger, connecting organisations around the globe.

Mitel is one of the more veteran communications solutions in the current landscape. With more than 45 years of industry leadership, the company has built a strong presence across the globe – with services in more than 100 countries. Additionally, this 5-time Gartner Magic Quadrant Leader for Unified Communications has earned the position of number 1 cloud retailer for private cloud.

Let’s explore the Mitel portfolio.

The History of Mitel

Mitel started life in 1973 when Terry Matthews and Michael Cowpland worked together to create a new technology business, combining the two names of the founders – Mike and Terry. The pair formed the business with support from their employer at the time, Bell Northern Research.

The two innovators ended up producing a telephone tone receiver, which became incredibly successful. Early on, the founders realised the importance of their software technology, and how it could influence the future of telecom switches. By 1975, they had introduced the world to the SX200 PBX, and the company began growing at a rate of over 100% per year for several years after.

In 1976, the company started experimenting with Semiconductors following the acquisition of Siltex, and eventually, they produced a large digital PBX called the SX2000. This was an early investment into ways of integrating data and voice functions in office systems. It was conceived as a solution for moving beyond the PBX, to control the office on a larger scale.

Key facts:

• Launch date: 1973
• CEO: Mary T. McDowell
• Trading name: N/A
• Headquarters: Ottawa, Ontario, Canada
• Website: www.mitel.com
• Employees: 4,200 (2018)
• Revenue: $1.4 billion (2018)

Mitel UCaaS Offerings

Mitel’s phone systems include everything from on-site phone systems to cloud-based solutions. The cloud-based offerings from Mitel fall into the categories of:

MiCloud Connect:

An all-in-one cloud communications, collaboration, and contact centre solution. The MiCloud Connect offering promises companies a convenient way to combine UCaaS and CCaaS in one aligned environment. Intuitive user experience is one of the top selling points of this product, and the solution is built on top of the reliable Google Cloud environment.

With support for hybrid and remote employees, the MiCloud Connect system ensures companies can empower their teams wherever they are with mobile applications, cloud-based tools, and productivity features. Some of the capabilities available include:

• Call control, events, and chat settings
• PC, Mac, Android, and iOS applications
• Built-in VPN
• Group and individual chat
• Team collaboration with workspaces
• Native integrations with CRMs and calendars
• Business SMS
• Mobile-first design
• Web dialler and softphone
• Integrated contact center
• IP desk phones

MiCloud Connect also comes with enterprise-class security measures and redundancy at a network, application, and infrastructure layer, to help maximize scalability and uptime. Cloud phone services for this solution are also backed by the Mitel Cloud SLA for reassurance. In the event that a disaster prevents Mitel’s data from servicing communications, there’s a disaster recovery process too.

You can also access CRM and business process integrations, and access features like “Jump Start” and Expert Start to get your business running on UCaaS and CCaaS systems with speed.

MiCloud Flex

MiCloud Flex is purpose-built solution for communications built on a public cloud platform. The Flex offering delivers unique experiences, both internally, and for customers. With proven security, reliability, and scalability, MiCloud Flex delivers a comprehensive and fully-hosted environment for cloud communications, with end-to-end management.

You can build convenient multi-office communication environments, access useful collaboration tools, and even integrate with your contact centre or CRM technology to help align information throughout your entire ecosystem. Features include:

• Fully hosted end-to-end communications
• 99.999% SLA performance and efficiency
• Dual data center geo-redundant failover
• Enhanced smartphone, tablet, and softphone mobility
• Video and audio conferencing
• Advanced team collaboration
• Advanced omnichannel contact center access
• Instant messaging
• Teleworker support
• Voice, video and IM with presence
• Mitel survivable gateways

MiCloud Flex offers customers the same collaboration, communication, and contact center applications as the company’s on-site platforms. This means you get all the same easy-to-use features and functionality, regardless of whether you’re working in the main office, or you’re on the road. There are several plan profile options, so you can choose the services most suited to your business.

Other Cloud Communication Tools

Outside of Mitel MiCloud Flex and MiCloud Connect, there’s also a host of additional features and functionality available from Mitel. For instance, the Mitel Business Analytics solution integrates seamlessly with tools like MiVoice Business, MiCloud Flex and MiCloud Telepo to provide insights into outbound and inbound call activity on any device.

Additional options from Mitel include:

• MiCloud Business: A comprehensive cloud communication system designed to bring communications and collaboration tools into the cloud. You can build the cloud communication environment you want, and access a cheaper rollout than you’d expect with a standard on-premises platform.
• MiCloud Office: More than a phone system, the MiCloud Office solution gives you the power to transform your business according to your individual needs. This unique solution also comes with a host of collaboration tools to keep your teams connected.
• Mitel Cloud: An all-in-one cloud business phone solution, Mitel Cloud promises sensational performance, worry-free management solutions, administration, and higher levels of reliability. This was previously known as Shoretel Sky.
• VIPEDGE: The VIPEdge solution is a tool designed to help companies conserve capital and free up IT talent for other tasks. The hosted communications services are fantastic for keeping everything running smoothly with minimal effort.
• MiCloud Telepo: With MiCloud Telepo for service providers, you can provide your customers with a scalable and flexible tool for unified communications, productivity, and mobility. MiCloud Telepo also empowers service providers to address all kinds of businesses, from very small clients to huge enterprises.

Mitel CCaaS Offerings

Many of Mitel’s cloud communications solutions come with access to integration for contact centre technology too. This helps to ensure you’re getting the right combination of collaboration, communications, and customer service tools in one environment. You can access CCaaS from Mitel alongside MiVoice business, MiVoice Connect, and various other cloud services.

The Mitel MiContact solution for contact centres is Mitel’s tool for offering excellent customer service. Everything you need for a powerful contact centre is included in the same environment, including workflow designers, speech IVR, and even AI-powered chatbots.

You can access interaction recording, workforce management, quality management, historical reporting, and even real-time dashboards for tracking metrics. Drag-and-drop interfaces make it easier to improve agent productivity, and you can provision and manage users from all business units through the same admin interface. REST APIs also ensure you can integrate your contact centre with other essential tools.

Some of the main features of Mitel MiContact include:

• Skills-based data-driven routing
• Chat, voice, SMS, IVR, email, Fax, and chatbots
• Speech recognition and text-to-speech
• Self-service IVR
• Workflow designer
• Expected wait time and position in queue
• Customisable real-time dashboards
• Custom and standard historical reporting
• Omnichannel case management
• Outbound messaging and dialling
• Google CCAI virtual agents
• Scheduled and real-time callback
• Supervisor/Agent messaging
• Silent monitoring
• Screen recording and call recording
• Integrated quality monitoring
• Built-in workforce scheduling and management
• Custom and standard CRM integrations
• Integrations with various Mitel UCaaS solutions

You can use the Mitel CCaaS solution to build fantastic omnichannel customer experiences, giving customers the freedom to engage with your brand on the device of their choice. Access to a comprehensive variety of tools for communication should ensure you can connect with your customers more effectively daily. You can also enhance your contact centre even further with the power of AI analytics and chatbots.

Mitel CCaaS Offerings

Many of Mitel’s cloud communications solutions come with access to integration for contact centre technology too. This helps to ensure you’re getting the right combination of collaboration, communications, and customer service tools in one environment. You can access CCaaS from Mitel alongside MiVoice business, MiVoice Connect, and various other cloud services.

The Mitel MiContact solution for contact centres is Mitel’s tool for offering excellent customer service. Everything you need for a powerful contact centre is included in the same environment, including workflow designers, speech IVR, and even AI-powered chatbots.

You can access interaction recording, workforce management, quality management, historical reporting, and even real-time dashboards for tracking metrics. Drag-and-drop interfaces make it easier to improve agent productivity, and you can provision and manage users from all business units through the same admin interface. REST APIs also ensure you can integrate your contact centre with other essential tools.

Some of the main features of Mitel MiContact include:

• Skills-based data-driven routing
• Chat, voice, SMS, IVR, email, Fax, and chatbots
• Speech recognition and text-to-speech
• Self-service IVR
• Workflow designer
• Expected wait time and position in queue
• Customisable real-time dashboards
• Custom and standard historical reporting
• Omnichannel case management
• Outbound messaging and dialling
• Google CCAI virtual agents
• Scheduled and real-time callback
• Supervisor/Agent messaging
• Silent monitoring
• Screen recording and call recording
• Integrated quality monitoring
• Built-in workforce scheduling and management
• Custom and standard CRM integrations
• Integrations with various Mitel UCaaS solutions

You can use the Mitel CCaaS solution to build fantastic omnichannel customer experiences, giving customers the freedom to engage with your brand on the device of their choice. Access to a comprehensive variety of tools for communication should ensure you can connect with your customers more effectively daily. You can also enhance your contact centre even further with the power of AI analytics and chatbots.

Mitel Differentiators

One of the biggest factors setting Mitel apart from other vendors in the market today is the company’s heritage. This brand has years of experience building innovative new technology for the future of communications. Today, Mitel allows companies of all sizes to access a powerful range of tools for communicating both internally and externally.

The Mitel brand currently has around 4.7 million cloud users around the world, and it’s the number 1 market leader in total cloud sales overall. This company also stands as the number 1 in UC market share for Europe, making it a compelling choice for today’s digitally transforming companies.

Differentiators include:

Excellent customer service

Mitel goes above and beyond to deliver meaningful experiences for customers, helping with everything from building custom communication stacks, to adding integrations and beyond. Mitel’s commitment to serving its customers has helped it to become a market leader in some of the biggest markets around the world for communication.

Innovation

Mitel has been innovating in the communications landscape since it first emerged on the market. Today, this 5-time MQ leader has more than 1,600 patents and applications, and it’s constantly rolling out features to help companies transform, like AI bots, and in-depth analytics. Whether you’re accessing UCaaS or CCaaS, you can expect an intelligent experience with Mitel.

Versatility

There’s no limit to what you can accomplish with Mitel. As one of the largest UC companies around, this brand has dozens of different packages and services to choose from – almost too many to list. There are various different solutions for UCaaS available, including tools that are designed to help you migrate more efficiently into the online world. You can also connect your CCaaS environment to a range of different communication features from Mitel too.

Scale

With a range of cloud and on-premise tools and services to offer, Mitel can serve virtually any business. This company has solutions for smaller brands, as well as managed service providers and larger vendors. Whether you’re looking for internal communications hardware or scalable software, Mitel has you covered.

CCaaS and UCaaS connectivity

Mitel is one of the many leading communications companies helping to bring both contact center and unified communications technology together in the same environment. This combined approach helps to boost employee performance, enhance productivity, and reduce total cost of ownership for modern technology. It’s a great solution for digital transformation.

Security and stability

No matter how large your business might grow or how far it scales, Mitel uses connections with companies like Google to ensure you can always expect incredible resiliency and performance. The security measures in place to protect your business will also protect you from any data issues.

Mitel Market Position

Currently, Mitel is a 5-times Magic Quadrant Leader for Gartner in the Unified Communications sector. The company is also the number one leader in cloud seats around the world, and the number one provider of UC in the European market.

According to a study by the Eastern Management Group, Mitel is also the most effective tool for UCaaS and hosted PBX solutions when measuring potential value.