Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Unified Communications: Walk Before You Run - Mitel - Blog

Unified Communications: Walk Before You Run

When it comes to unified communications, companies should take their time and get it right.

Companies are always looking for the next big idea. But, as the old saying goes, Rome was not built in a day. Sometimes it is best to start out small, then move on to bigger things.

Take unified communications. In emerging markets like China and India, everyone talks about IT investment. And, of course, they all want to be in the cloud. But is that a realistic goal?

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



In many cases the answer is no, because the infrastructure is not there yet. Instead of jumping into the cloud, they should take some time to consider their needs carefully.

The Right Tool for the Job

For example, instead of opting for a full-blown, cloud-based unified communications solution, a VoIP system is often enough, with significant benefits.

With traditional PBX systems, moving an employee can cost hundreds of dollars in labor. A VoIP infrastructure requires less time for moves, adds and changes (MACs) and often eliminates the need to hire an outside vendor or service provider to handle them.

Moving an IP telephone station temporarily or permanently or adding a new user usually simply entails carrying out a quick and simple GUI-based command. In other words, with IP telephony, each user has their own IP phone profile and the network does not care where anybody is located at any particular time.

VoIP in Action

The Chinese power tool manufacturer and retailer, CHERVON, understands the advantages of VoIP.

With its “Born in China, Growing Globally” philosophy, it is a poster child for the new breed of dynamic China-headquartered firms keen to build their own global brands. What is more CHERVON is expanding its manufacturing facilities in China to meet significant domestic and global growth.

Managing such an extensive global footprint requires a comprehensive, cost-effective and flexible communications solution. CHERVON has implemented a ShoreTel IP telecommunications solution across its eight offices in the United States and Canada. This has enabled the power tool manufacturer and retailer to significantly reduce its telephony costs and improve the performance and flexibility of its communications mix. Learn more about Chevron’s ShoreTel experience here.

Five Steps to IP Success

It is clear that IP telephony can help an organization gain a competitive advantage, boost employee productivity, and enhance customer service. Here are a five key steps that companies shouldn’t overlook when searching for IP telephony success:

Step 1 – Research

This means getting as much unbiased research and as many reports from reputable consultancies as possible. At the start, pass up reports that talk about vendors, and instead focus on technology articles, technical papers, industry event presentations given by independent technologists or long-term experts. Next, visit the web sites of the most promising vendors.

After searching on the Internet, invest in some time with industry experts and analysts. For lengthy conversations, an organization may have to invest more than time. For example, research analysts can be hired on a project basis to provide valuable information and insights. But it is important to keep a keen ear out for biases because analysts are often paid consultants for specific vendors.

Step 2 – Evaluate

A network integration partner or consultancy might be a good idea for the next step – the Request for Proposal (RFP). Make sure it is comprehensive and not skewed toward any one vendor. Closely review the proposals from each vendor using a weighted ranking system to score each vendor based on your list of requirements.

Step 3 – See for Yourself

Invite the most promising vendors to come in and provide an overview of their solutions and a demonstration. In addition, many vendors, are willing to deploy a sample set-up so a prospect can test the solution in their office.

Some will offer a trial lasting a few days or a week. But, if more time is required, it is quite acceptable to ask for an extension. A reputable vendor does not put a deadline on your decision – they want the customer to be happy with their choice of solution.

Step 4 – Choose the Best One

At this point, it is very important to review the vendor’s website, including where they post press releases. If there have been any recent upgrades or new product announcements, then it may be prudent to ask how customers are responding and call for references. This will provide the freshest input, and enable the business to make the most educated decision on which is really the right vendor.

Step 5 – Go Live

After testing the system for a few weeks or months, and making appropriate configuration changes to adapt to the entire organization, it is time to begin rolling out IP telephony company wide. An installation in phases tends to work best. The larger the enterprise, the longer it will take and the longer the time needed between phases. After the rollout, it is imperative to schedule end-user training.

Getting It Right Takes Time

Making the decision to switch to IP telephony and actually deploying the system is no small task. But, while the benefits are compelling, enterprises should take their time and get it right.

The more time and resources you invest in researching, evaluating and testing, the better the result will be. However, if you do not have a lot of time, do not worry. The schedule can absolutely be accelerated. Do not skip important steps – just shorten each cycle to fit your needs.

Frederic Gillant joined ShoreTel in 2014 as vice president and managing director for Asia Pacific. Based in Singapore, Gillant leads ShoreTel’s go-to-market strategy across Asia Pacific managing the sales, channels, marketing and sales operations for the region. Other articles by Frederic are listed below:

  • A Healthy Staff = A Healthy Business
  • Bicycle Or Unicycle: Partners Make The Perfect Back Wheel In Today’s Communications Landscape
  • Our New Office In Melbourne Is Officially Open!
  • Beat The Bring-Your-Own-Network Blues: An Open Letter To The Co-Working Community
  • Empowering the CIO: Innovation in Action
  • Ensuring a Hollywood Ending


Publish Date: December 6, 2016 5:00 AM

2020 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

View more from Mitel

Recent Blog Posts:
What’s Next in Call Recording?September 5, 2017 5:00 AM
6 Easy Steps for Moving Your Phone System to the CloudAugust 24, 2017 5:00 AM
How a Good Phone System Can Increase Business AgilityAugust 17, 2017 5:00 AM
Does Your Phone System Help or Hinder Employee Productivity?August 3, 2017 5:00 AM
The Cost of a Misspelled NameJuly 12, 2017 5:00 AM
Summit App Challenge Demonstrates Ease of Building Voice & SMS AppsJune 27, 2017 5:00 AM
How to Run Effective Virtual MeetingsJune 15, 2017 5:00 AM
G’Day ShoreTel Connect CLOUDJune 14, 2017 5:00 AM
ShoreTel’s Heather Tenuto Honored with CRN Women of the Channel AwardJune 1, 2017 5:00 AM
Maximizing Your Contact Center: 5 Questions to AskMay 18, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =