Monthly Archives - October 2017

Mitel MiContact Center Business Release 9.0

MiContact Center Business for MiVoice Business

We are pleased to announce the forthcoming MiContact Center Business release 9.0. MiContact Center Business is a multichannel and cloud-ready solution ideal to power organisations with up to 1,200 agents.

Designed for the MiVoice Business platform only, the 9.0 release will be available from February 5th, 2018 and will include the following strategic features and capabilities:

Omnichannel

Release 9.0 will provide MiContact Center Business users with a holistic view of their customer experience with new omnichannel capabilities including case management, unified cross-channel customer history, and interaction pivot features, all delivered out of the Web Ignite interface.

High Availability

Competitive, yet cost effective High Availability (HA) solution that delivers 99.999% uptime for voice and 99.99% uptime for the MiContact Center Business software application in conjunction with Mitel partner, Neverfail.

REST API Toolkit

Extends the interoperability potential for MiContact Center Business, driving more personalised and differentiated customer experiences.

Open Media Routing and Reporting

Provides differentiated customer experiences leveraging third-party, non-traditional contact centre media like WebRTC video, native mobile messaging, and IoT device integrations.

Web Ignite Enhancements

Release 9.0 includes feature parity between the legacy desktop Ignite and the next-generation Web Ignite interfaces such that all future enhancements will be delivered in Web Ignite.

How we can help?

If you’re interested in a MiContact Centre Business upgrade or are looking for a call centre solution contact us on (0)20 3668 0444 or email info@4sightcomms.com.

To find out more about Mitel Call Centre Solutions click here

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6 Ways Moving To The Cloud Will Save Your Business Money

There’s a good reason cloud communications is a trending buzzword among businesses. By tossing their premise-based phone systems, companies are discovering new, streamlined methods of communication, while reducing a number of risks. Here are six ways moving to the cloud will save you money, time and resources: 

1. End costly support

Maintenance and support costs can quickly outstrip your initial capital outlay for an on premise PBX (private branch exchange). And as your equipment ages, prices only soar higher. Walk away from on-premise hardware sooner – not later. 

2. No More Expensive Downtime

When communication infrastructure is down because of updates, repairs, or natural disasters, your bottom line suffers. With a cloud approach, vital communications capabilities work independently from local power, network, or systems availability. This means even if a fire, flood, or storm makes your office inaccessible, you can still work from any Internet connection or mobile device.

3. Scale to meet demand

Buying hardware is a guessing game. If you size your PBX for current needs, you can quickly outstrip capacity. But if you select systems too large, you can waste hard-earned capital. With cloud communication services, you pay for precisely what you need, when you need it. You have the flexibility to accommodate fluctuating demand as your business grows.

4. Eliminate buyer’s remorse

Capital purchases represent a significant financial commitment. But even with careful research, things don’t always go as planned. If your new PBX fails to deliver promised productivity benefits, your investment is sunk. With cloud communications, service-level agreements guarantee you get the performance you expect. If you’re disappointed for any reason, you can simply change the features you use or move to a new provider.

5. Stop technology headaches

It can be hard to make certain you’re making the right technology move at the right time. With cloud communications, your service provider, not you, assumes that risk. They’re responsible for acquisitions, upgrades, and capabilities that keep pace with the market.

6. Cost-effectively add new features

Adding a new customer contact center or deploying new communication productivity features are two major ways to boost your business. But new features such as these may require a costly infrastructure upgrade. Cloud communications lets you easily add new features for some, or all, of your team for a predictable monthly fee. Let costly infrastructure investments be a thing of the past.

How we can help?

4Sight offers a range of Mitel and Exponential-e communication products and applications that enable fast access to real-time management information and productivity enhancing tools. To find out more about our Cloud Solutions click here alternatively call us on +44 (0)20 3668 0444 or email info@4sightcomms.com

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Mitel Hosted Cloud Solutions Reach Over 1 Million Global Subscribers

Mitel has achieved another industry milestone in exceeding the one million-subscriber mark for hosted cloud seats globally in the third quarter of 2017. The latest milestone, comes as more and more organisations of all sizes increasingly look to move their applications or IT infrastructure components to the cloud. 

Many companies are starting to realise that digital transformation is a competitive imperative, with cloud communications and collaboration systems being crucial to their digital evolution, the trend towards cloud services isn’t likely to slow down any time soon.  

Business of all sizes and kind see the cloud as an effective way to increase productivity, enhance their customers’ experiences and become more agile,” said Bob Agnes, Mitel Executive Vice President Products and Solutions. “Mitel is making it easier for companies to move to the cloud and digitally transform their business at the pace they choose with access to advanced applications that can give them an even greater competitive advantage.”

Mitel offers secure, full-featured and seamless hosted cloud solutions combined with next-generation productivity and team collaboration applications to provide businesses the power they need to not only work together better, but also serve customers more effectively.

To find our more about Mitel Cloud Solutions click here, for help in migrating your business communications to the cloud, call us on +44 (0)20 3668 0444 or email info@4sightcomms.com.

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How to update or set the time on a Mitel 3300

You can set the time on your Mitel 3300 in one of two ways, both of which will require specific admin permissions on the MiVoice Business application. The two methods are as follows:

  1. Via the Group Administration Tool
  2. Via an NTP (Network Time Protocol) Server (preferred)

Setting the Time via the System Admin Tool

To set the time via the System Admin Tool, login to your PBX and select the ‘Group Administration Tool’ button. The first screen that option available is for changing the date and time on your PBX.  Select it and you will be presented with the date and time management screen. Modify your settings to match the current date and time. Once the time is set, the telephones will update their time displays automatically.

Please note that it is not uncommon for telephones to be “slightly off” on the time displayed.

If your system is programmed to use an NTP server (Network Time Protocol Server) you will be told that you cannot change time if NTP Synchronization is enabled.

If this is the case then you will need to follow option 2 below.

Setting the Time via a NTP Server

Starting with version MCD 4.0 you have the ability to program your Mitel 3300 to use an NTP server.  NTP stands for Network Time Protocol.  This is a special protocol to synchronise time among servers.  Your company may have a NTP server of it’s own or you may use one of the publicly available NTP servers.

This is the 4Sight preferred method as its automatic, and should be set up by us as part of “on-boarding” unless customer does not want this feature.

Typically, this will be set up by someone with a high level of System Admin privileges.

How we can help?

If you need help updating the time on your Mitel telephone system please feel free to contact our support team on (0)20 3668 0434 or email info@4sightcomms.com.

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Tips For Creating a Voice Disaster Recovery Plan

Nowadays, organisations can’t afford a single minute of downtime. Communications outages can result not only in the loss of revenue and productivity, but also can have long-lasting impact on reputation of your company. Yet, according to research from Databarracks, there is a growing gap between businesses when it comes to preparing for disruption. Businesses with a disaster recovery plan in place:

• Small organisations (30%)
• Medium-sized organisations (54%)
• Large organisations (73%)

Of course, no two disaster recovery plans are alike and the risks will differ by size, industry and setup. However, the consequences of not having a plan in place are universal.

What does this eGuide cover:

As the adage goes, ‘prevention is better than cure’. Our ebook highlights how everyday resilience is the best foundation to disaster recovery planning, and identifies the practical ways that businesses can keep voice functioning and put preventative measures in place to reduce telecoms downtime.

Download eGuide below:


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Key Considerations When Choosing a New Business Phone System

It’s easy to simply go out and buy a like for like replacement for your telephone system, but doing so would mean you are missing a golden opportunity to bring a range of powerful new capabilities into your business. Before you start looking at different phone system options, think carefully about what you need in your next phone system.

Buying the right telephone system has the potential to make a massive difference to the success of your organisation in the next 5-10 years. In order to make the selection process easier, we have arranged the key features you should look out for by category.

Professionalism
Does the system support features such as auto attendant, music on hold, automatic call distribution, call queuing, so you never miss a call?

Productivity
Does the system have features like conferencing, room-based collaboration and instant messaging and presence?

Disasters
Can the system divert calls to tablets or mobile phones when the access network is down? Are there restrictions in the features when people are remote?

Consistency
Are all the features available to remote workers or do some get removed? Is the quality the same– for example, some mobile systems only use a technology called VoIP when remote, which can hurt voice quality if the network is congested.

Usability
Are the features the same on the phone, PC and mobile devices or are they different? Do you still have to rely on a telephone?

Mobility
Does the system support iOS and Android devices? Can it support all the productivity features above when mobile?

Costs
Check what is included and not included in the minutes bundle. Are there any exit clauses in the service contract? Do you have to rent the phones for longer than the service contract?

Flexibility
Can you add or remove users during the service contract? Do you have to pay for devices or for users?

Maintenance
Does the system have web-based user self-administration and allow you to control powerful features from a single web page? Does the service support diagnostics so the service provider can quickly identify any issues that you may run into?

How we can help?

4Sight offers a comprehensive line of Mitel Telephone Systems including IP phones, consoles, conference phones, and peripherals suited for organisations and business of all sizes. For help in choosing the right telephone system for your business, contact one of our Communications Specialists on (0)20 3668 0444 or email info@4sightcomms.com.

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Ebook: The business case for SIP

Over the past few decades, cultural and technological trends have dramatically transformed the workplace. Today, flexible working is a way of life. Employees now have greater control over their work-life balance than ever before, and employers understand that productivity is not confined to a desk. As such, adopting technology that enables a mobile workforce has become a business prerogative. Yet this need for new mobile tools is often at odds with other business demands. While many senior management teams are keen to stay ahead of the competition, they also want to keep costs down.

Every investment is scrutinised, and new equipment or systems purchased today must adequately cope with depreciation and tech innovation long into the future. SIP trunking is a future-forward solution because it enables business agility, scalability and can bring about immediate cost savings, it is the ideal answer to these conflicting sets of business demands.

What does this eGuide cover:

This eGuide looks at how SIP can help businesses cope in a changing world – taking into consideration the technicalities of installation, and how preparation is key for seamless telephony success.

Download eGuide below:


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