Dallas, TX, USA, Nov, 2019 -- Mitel, a global provider in business communications, announced a series of enhancements to the company’s customer experience portfolio, including the launch of a new virtual agent, powered by Contact Center AI; expanded market availability of MiCloud Connect CX; and the introduction of Mitel Workforce Optimization. The new product and market launches are aimed at helping businesses re-imagine and transform the customer journey through more intelligent, personalized and seamless interactions.
Improving customer experience, more than any other business initiative, has a direct impact on customer satisfaction and brand loyalty. A Mitel-commissioned survey of 5,000 adult consumers in five major global markets underscores this point. Respondents said they believe the main reason many brands fail to provide a great experience is because they do not recognize consumers make choices on the experiences that companies provide first, and the products and services offered second.
"BSN Sports has become the largest distributor, manufacturer and marketer of sporting goods equipment and apparel in the U.S. Following a catastrophic flood at our corporate headquarters, we deployed a new Mitel solution for our phone system and omnichannel platform," said Matt White, Director of Contact Center, BSN Sports. "We chose Mitel because of their technology and ability to scale and grow with us. The technology we have from Mitel enables our agents to be more productive throughout the day and give an incredible experience to our customers."
The Mitel solution, by its very nature, was what we were trying to deliver. And the fact that it can hand over to a human — it’s really ideal for someone who wants to implement a chatbot in a great way," said Luke Morris, Graduate Data Officer, North Yorkshire County Council. "It was a great accelerator that we didn’t have to build ourselves. The Mitel solution saved us a lot of time from a development perspective. We’ve gotten quite far quite quickly."
"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 Bob Agnes, Executive Vice President and General Manager – Unified Communications, Mitel. "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."
Posted by Veronica Silva Cusi, news correspondent
Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver the benefits of voice, video and data convergence to the user. Mitel's broad portfolio of solutions provide advanced voice, video and data communications platforms, desktop phones and Internet appliances, intuitive applications for customer relationship management and mobility, messaging and multimedia collaboration.
Published: Tuesday, November 19, 2019
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