Tag Archives: unified communications solutions

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

Avaya and IBM strengthen Relationship

avayaAvaya and IBM have announced that they will be expanding their current relationship. The focus will be on Security Interopability and Unified Communications. Furthermore, IBM will be implementing Avaya Aura in their existing converged communications services.

As part of the expanded alliance, the companies will jointly deliver unified communications solutions that streamline mission critical and complex communication systems, achieve rapid return on investment and improve productivity by helping to allow users to communicate anytime from anywhere, regardless of device or network. In addition, Avaya has certified the IBM Internet Security Systems’ Proventia GX 5208

Nortel Identity Engines for Network Security

nortel1Nortel is delivering new solutions to integrate ‘Identity-Aware’ network security with unified communications technology, enabling enterprises to increase productivity, lower operating expenses and give them new competitive advantages by providing secure access to the right resources from anywhere and at any time.

The company is introducing Nortel’s

Unified Communications Solutions: A Practical Business and Technology Approach

Nortel [NYSE/TSX: NT ] has unveiled a new educational program designed to provide IT professionals and students with a broader understanding of unified communications . This new program is the most comprehensive, vendor-neutral training and certification curriculum available today. The new program includes the certification self-study guide entitled Unified Communications Solutions: A Practical Business and Technology Approach , from Nortel Press .

Continue reading Unified Communications Solutions: A Practical Business and Technology Approach

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

Avaya leads voice and unified messaging market

Avaya Inc. achieved leadership of the North American voice and unified messaging market in both revenue and shipments, according to a key industry report measuring this core component of the unified communications (UC) sector.

The research, by global growth consulting firm Frost & Sullivan, analyzed all aspects of enterprise voice and unified messaging in 2007, including a competitive assessment of 14 vendors. Avaya led with over 27 percent of the market for revenues, more than 7 points ahead of its nearest competitor. In unified messaging shipments, Avaya led with 21 percent of the market, outpacing the next vendor by 6 points. Other companies measured in the report included Cisco, Nortel, Siemens and new market entrants.

Enterprise voice and unified messaging is a market that Frost & Sullivan expects to grow to $1 billion by 2013. Unified messaging is a technology that combines voicemail, email and fax into a single interface for easy access to all of one’s messages. According to the research, many vendors view unified messaging as a first step towards unified communications – a way to bring together many modes of communications such as email, voicemail, instant messaging, video and presence to deliver a seamless, always-on experience.

“Unified messaging is beginning to ride the unified communications wave,” said Krithi Rao, industry analyst, Frost & Sullivan. “Avaya is front and center due to a smart, open and solutions-based unified messaging strategy. Avaya’s leadership in messaging is a result of focusing on what customers need today, while helping ensure they have a simple migration path to greater value tomorrow.”

The open and interoperable nature of Avaya’s messaging platform, Avaya Modular Messaging, helped drive the company’s leadership in this space. In its research, Frost & Sullivan states that Avaya Modular Messaging provides a “clear and non-disruptive migration path” to new unified communications capabilities. The research also highlights Avaya’s “first mover’s advantage in next-generation enterprise communications,” due to its innovation in technologies such as Communications Enabled Business Processes.

“Avaya is committed to delivering advanced unified messaging technologies that enhance business productivity at an affordable price,” said Jorge Blanco, vice president, Product Strategy, Avaya. “We believe these results demonstrate that customers understand the value of Avaya unified messaging tools and are putting them to work for real business benefit.”

To access Frost & Sullivan’s research, please visit: www.frost.com.

About Avaya Unified Messaging Solutions
Avaya Modular Messaging – part of Avaya’s portfolio of Unified Communications solutions – combines messaging systems such as e-mail, voicemail, and fax into a single, scalable solution that seamlessly integrates with existing platforms. It can communicate with other Avaya messaging systems and non-Avaya voice mail systems in a network, and can be deployed with advanced speech automation capabilities for faster access to voicemail, email, calendars, tasks and corporate directories. Avaya provides messaging applications as part of its small, mid-sized and enterprise market solutions.

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500