Category Archives: Mitel News

Mobile Voice and Data Service launched by Mitel Networks

Mitel today announced the launch of Mitel Mobile, a wireless voice and data service designed for corporate customers. The service is fully integrated with Mitel’s leading unified communications and collaboration (UCC) applications and offers business customers the ability to work with a single vendor for all of their customer premise, wireline, wireless, voice, and data communications needs.

Businesses can now upgrade from traditional wireless carrier voice and data services with Mitel Mobile service. While Mitel has long provided a broad solution set, including wireline network services, to its customers, wireless services were typically contracted separately

Mitel achieves 98%+ customer satisfaction

mitel

According to customer surveys conducted by Mitel using a process validated by Walker Information, up to 98 percent of Mitel customers are satisfied or very satisfied with the care they receive through their relationships with Mitel. The quarterly surveys measure customer satisfaction in three key performance areas: issue resolution, customer care center experience, and field services/technician interaction. The results show that alongside Mitel’s award-winning unified communications solutions, Mitel also provides an excellent customer care experience.

Resolution
Timely and complete resolution is the end goal for any customer care center, and Mitel’s high scores in this area reflect its commitment to effectively solving customer challenges. According to the survey, 94 percent of Mitel’s customers are satisfied or very satisfied with the timeliness of resolving their issues. Additionally, 97 percent are satisfied or very satisfied with the level of completion of their request.

Customer Care Center
Mitel understands the need to meet customer demands in a timely and effective manner which requires that its well trained staff move quickly to meet expectations. 96 percent of customers said they are satisfied or very satisfied with speed of answers to queries and knowledge level of the Mitel representative assisting them.

Field Services/Technician
According to the survey, field and technician services rank at the top for Mitel customers. 98 percent of customers are satisfied or very satisfied with the professionalism and communications abilities of the Mitel technicians. Additionally, 98 percent are satisfied or very satisfied with the efficiency of their site technicians, making on-site support the highest-ranked category in the survey.

“Mitel has long been known for its superior unified communications solutions,” said Rick Dell, president of U.S. sales, Mitel. “But no company can retain customers without supporting those solutions with top-notch service. As these surveys demonstrate, Mitel’s commitment to excellence covers every facet of a customer engagement. Our employees are professional, knowledgeable, and most of all, focused on continuing Mitel’s leadership in customer care.”

Mitel has built a reputation for excellence, in part by rolling out cutting-edge solutions and showcasing continuous innovation. The customer satisfaction results highlighted in these surveys are yet another indicator of the company’s success in its chosen market.

“In December 2009, Walker Information conducted an independent review of the methodology Mitel is using to collect feedback on its Customer Care service, and has issued a statement in support of their program,” said Jennifer Batley, vice president at Walker Information. “Based on our expertise in the area of customer loyalty measurement and management, it is the opinion of Walker Information that Mitel’s internally-managed Customer Care customer satisfaction survey is conducted using a methodology which includes processes and controls such that there is a reasonable expectation of generating reliable assessments of customer opinion.”

For full details of the survey click here

Simon Thompson, Mitel VP of information systems, among Premier 100 IT Leaders

mitel Simon Thompson, Mitel‘s Vice-President of Information Systems, has been selected as one of the Premier 100 IT Leaders for 2010 by IDG’s Computerworld.

This year’s Premier 100 spotlights the top IT leaders from both the technology and business sides of companies for their exceptional technology leadership, innovative ideas to business challenges, and effectively managed IT strategies.

“The Premier 100 awards program shines a spotlight on the best of IT leadership and innovation,” said Scot Finnie, editor in chief of Computerworld. “Despite a tough economy, these senior IT leaders are seizing this rare moment to steer measured growth, embark on innovative pilots, and build loyalty in their most valued workers. We’re pleased to honor the achievements of these 100 men and women who epitomize calm and steady IT leadership.”

Simon is responsible for all information technology and systems across Mitel globally. Since Mitel’s acquisition of Inter-Tel, Simon has led the IT department through the successful integration of the companies’ business processes and technologies. Additionally, he has led his team through the consolidation and virtualization of data centers to a centralized model including virtualized Mitel real-time applications and the virtualized Mitel Communications Director, the core voice IP platform. With this initiative, Mitel is reducing the number of operational data centers and cutting traditional data center costs in half.

One of the most notable IT strategies is the Mitel@Mitel program. This initiative allows the IT organization to easily deploy Mitel communications software applications to employees globally providing operational advantages, increasing productivity, and improving customer service.

“Mitel continues to streamline its processes to make it easier for our customers and partners to do business with us,” says Steve Spooner, CFO, Mitel “Simon has been the driving force behind many innovative, cost-effective, and environmentally-friendly IT initiatives using Mitel solutions as the basis, resulting in significant cost savings and improved employee efficiencies. Simon clearly demonstrates leadership and vision and this award is well-deserved recognition of his achievements.”

The complete class of 2009 Premier 100 honorees is available in the December 7, 2009, issue of Computerworld.

About the Premier 100:
The Premier 100 was first created in 2000 to spotlight individuals who have had a positive impact on their organization through technology. These are individuals who manage internal IT organizations, mentor and motivate their IT teams and business colleagues, create a positive work environment, envision innovative solutions to business challenges and effectively manage and execute IT strategies. Each year nominees are invited to complete a survey that addresses a number of topics, including their background and experience and their attitude toward risk and innovation. Using Computerworld

Mitel launches Mitel Applications Suite 1.1

Mitel announced several enhancements to its market leading solutions that drive efficiency and productivity and help small- and medium-sized businesses increase customer satisfaction and grow revenues. As the leader in the fast-growing SMB IP communications market, Mitel today announced new products that address top requirements for SMBs including simple-to-deploy messaging, audio and web conferencing, mobility solutions, and easy-to-use IP desk phones. Continue reading Mitel launches Mitel Applications Suite 1.1

Mitel gets Best of Interop Award 2008

The Mitel Communications Suite was selected by InformationWeek’s panel of expert judges and won against products from Cisco and Siemens. Each year, Best of Interop winners prove to be the key players in the continuing evolution of business technology.

Mitel Communications Suite delivers simplified system installation and management, business process improvement, and a reduction in operating costs by consolidating low-power consumption telephony and server hardware platforms for IT and unified communications applications. Mitel Communications Suite can be combined with the Sun Ray Unified IP Client powered by Mitel, which delivers a secure unified computing and communications environment fully integrated into the world-renowned Sun Ray solution. The combined solution is among the industry

Mitel contract for 52k IP lines for Dutch government

Mitel has been awarded a six-year contract to supply 96 institutions of the Dutch government with future-proof IP communications solutions.

The large-scale IP deployment is part of OverheidsTelecom 2006 (OT2006), a Dutch government program whereby a number of telecom services are tendered in one master agreement by ministries and other government authorities and subdivided into clusters. The OT2006 cluster covered by this contract will, amongst others, see eight ministries, seven provincial authorities, 30 municipalities and 51 administrative bodies and advisory boards totalling more than 52,000 lines move to a Mitel platform over the next four years.

EMBARQ Smart IP Bundle and Mitel 3600 Hosted Key System

Businesses can now enjoy the benefits of having an advanced, integrated communications system combining voice and data without having to go through the expense and trouble of buying and maintaining costly communications equipment at their locations. This is possible thanks to an innovative new product, the EMBARQ