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News : Mitel Introduces CCaaS Solution to Enable Businesses to Provide More Intelligent Customer Experiences

#contactcenterworld, @Mitel

Ottawa, Ontario, Canada, Sept, 2018 -- Mitel (Nasdaq:MITL) (TSX:MNW) is giving businesses more ways to keep up with ever-rising customer expectations through the introduction of MiCloud Engage Contact Center, a Contact Center-as-a-Service (CCaaS) platform, and the latest release of MiCloud Flex, a Mitel flagship UCaaS solution.

MiCloud Engage Contact Center works with any call control platform and integrates with a wide range of third-party CRM applications. 

Mitel is also introducing the newest release of MiCloud Flex which now extends omnichannel support to improve how customers interact with businesses on the device and media of their choice. Mitel recently shipped its one-millionth contact center agent seat. By offering choice of public or private cloud deployment, Mitel’s contact center portfolio is designed to meet the demands of companies of all sizes. Each solution provides valuable insights and rich features businesses can use to increase first-contact resolution rates, offer more personalized services and better understand their customers' buying behavior.

MiCloud Engage Contact Center and the latest release of MiCloud Flex are currently available for purchase in the U.S. market.

"Acendas Travel strives to be the best at creating and developing lasting client relationships and our Mitel solution is the most important system we have supporting that," said Rodney Pattison, Chief Technology Officer, Acendas Travel. "We are excited to work with Mitel to improve customer experience by personalizing interactions, enhancing support and helping our advisors be more effective in providing consultative vacation planning."

"Forward-thinking organizations are reviewing and enhancing each customer touchpoint to ensure optimal customer engagement experiences with each interaction," said Brent Kelly, President and Principal Analyst, KelCor, Inc. "In our hyper-competitive global markets, the winning difference will often boil down to who provides the best customer experience regardless of how the customer chooses to connect with the organization. Cloud-enabled contact centers coupled with emerging technologies, like IoT and AI, are transforming into strategic assets because they are proving they can provide higher levels of customer engagement and satisfaction."

"As communication demands shift and businesses continue to undergo digital transformation, Mitel is empowering companies to leverage the contact center beyond a support function and tap into its potential for driving a more intelligent customer experience," said Jon Brinton, Senior Vice President of Customer Experience Solutions, Mitel. "Today’s announcement extends our ability to offer cloud-based solutions to make it even easier to deploy and scale advanced contact center capabilities."

#contactcenterworld, @Mitel

Posted by Veronica Silva Cusi, news correspondent
Source: http://investor.mitel.com


About Mitel:
Company LogoMitel 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.
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Today's Tip of the Day - Choosing a Telecom Supplier

Read today's tip or listen to it on podcast.

Published: Tuesday, September 4, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)
PH: 833-427-7488

4.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

5.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

6.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.
PH: 323-380-8555

7.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

8.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 

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