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Forrester Recognizes Mitel as Leader in New Report

October 17, 2016

Mitel, a player in the enterprise and mobile communications space, dedicates itself to helping businesses and mobile carriers connect, collaborate and provide innovative services to their customers. So far, the company has been successful in its endeavors, which is one of the reasons Forrester invited Mitel to participate in its latest evaluation: The Forrester Wave™: Contact Center Interaction Management For Midsize Contact Centers, Q3 2016. More important than being included in the report, though, is that Mitel was named a Leader after the evaluation.

During the appraisal, Forrester assessed the strengths and weaknesses of eight vendors. To do this, they took into consideration 40 criteria in three major categories: current offering, strategy and market presence. After the evaluation, Mitel emerged as one of only two companies labeled as Leaders, which goes to show that they have done well in their mission to help connect businesses and mobile carriers.

According to the report, Mitel received this level of recognition because “Mitel was one of the first vendors to virtualize its software, and this gave the firm a head start on the path to cloud-based offerings. Mitel has a strong channel and position in some vertical markets such as the public sector and hotels.” Similarly, the report also mentioned Mitel’s recent mergers and acquisitions strategy which has helped “grow the company from a scale and reach perspective, and integration of the companies it has acquired is going well.” The company’s trailblazing attitude and actions are clearly some of the major reasons Forrester chose to designate it as a Leader.

More than 60 million enterprise users rely on Mitel every day to make sure they’re connected and ready to collaborate. One user, Jeff Brizzolara, Chief Clinical Officer at Viverae, is unsurprised that Mitel received this level of recognition, because he has had great experiences with the company. Brizzolara said, “Our business is centered around helping companies harness workplace wellness technology to create cultures of health and wellbeing. Offering a superior customer experience is foundational to who we are.”He continued, “The Mitel solution allows us to deliver more personalized service to clients and members. It also gives us greater flexibility, especially during busy season and with special outreach projects.”

Brizzolara’s praise and Forrester’s recognition both work to reinforce Mitel’s claims that it puts customers first. Brian Spencer, General Manager Contact Center at Mitel, has said, “Customer experience is becoming the new battleground for business retention and growth, almost to the point of where it is as important as the products or services offered. Solutions for midsize contact centers must provide flexibility and enable a superior customer experience without compromising the bottom line.” He continued, “Being able to connect with customers when and how they desire is key to driving satisfaction. Mitel is focused on offering that kind of customized experience and giving businesses the tools to compete and win in a fast changing market.”

Mitel is working on providing the best possible connection to its customers, and clearly its hard work is paying off. 

Edited by Maurice Nagle

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