How Professional Services Organisations can Benefit from SIP?

The professional services sector is highly competitive and no organisation can afford to stand still. This not only means adapting and developing your business processes, but also the technology that underpins them.

If your organisation is still using ISDN, it could be stifling innovation and reducing your efficiency and competitiveness. SIP can offer businesses many benefits over traditional ISDN. These include:

Speed of deployment:

It can take multiple weeks for new ISDN lines to be ordered and then installed, whereas the lead times for provisioning of a SIP trunking solution can be significantly lower. Once SIP is in place, additional trunks can also be added much more quickly in order to meet increased demand at peak times.

Flexibility:

Numbers provided with ISDN are, in the main, geographically defined – unless you pay extra for non geographic numbers. With SIP trunking, you can choose to use the same geographic number, regardless of a site’s location. This is useful for businesses that relocate or those that have multiple sites.

Scalability:

With SIP trunking, your phone system can grow as your organisation grows. It’s easy to increase the number of lines you require and simple to extend your company phone system to new offices.

Seasonality:

Many businesses have peaks and troughs when it comes to demand for telecoms capacity. A sales or marketing campaign, or even the time of the year, can see demand greatly increase. ISDN is not always the most flexible or cost-effective option to deal with this type of demand. Even if you can increase the number of ISDN lines to meet the demand, you are left paying for unused channels when demand falls. SIP trunking enables organisations to add more lines as and when they need them, and remove them when call volumes fall. With SIP trunking, you pay for what you use; not for what you rent.

Resilience and Reliability

What would happen if your telecoms system failed, or there was a disaster at one of your sites? The nature of ISDN means that it is vulnerable to a single point of failure – if ISDN lines go down at one site, implementing call forwarding can take hours and can be a costly option. It’s easy to see how this would gravely affect your organisation’s ability to function. Customers, suppliers and contacts would be unable to reach you, leading to frustration at the very least. Reputational damage could be high and the cost to your organisation in lost productivity can be even higher, particularly

if fee-earners are left unable to work. SIP trunking can be provisioned to offer automatic call rerouting to other sites and over additional lines, without call forwarding costs, should disaster strike. With SIP trunking, you can have a robust disaster recovery plan in place as part of your standard service.

High quality

SIP can deliver enterprise-grade voice services over your data connectivity, either a suitable existing connection or alternative provision. With both services delivered through a single connection, your organisation can benefit from additional cost savings.

This combination of benefits means that your organisation is able to elevate the level of customer service you offer, gaining a competitive advantage over rivals still using ISDN and enhancing your reputation.

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Mitel Achieves #2 UCaaS Market Share Position Worldwide

Mitel announced today that is has been named the #2 unified communications as a service (UCaaS) provider worldwide. According to the latest data from Synergy Research Group, Mitel is now within one percentage point of #1 market share position based on subscribers.

This news is another foremost milestone in organisation’s emergence as a global UCaaS company. In the third quarter of 2017, Mitel also reached the one million subscriber mark for worldwide cloud subscribers.

In today’s cloud-driven world, offering communications on an as-a-service basis has never been more important or relevant,” said Mitel CEO Rich McBee. ” Mitel’s emergence as a UCaaS market leader, accelerated by the acquisition of ShoreTel and its UCaaS solution, was perfectly timed with the market’s growth and migration to the cloud-based technologies driving customers’ digital transformations. This recognition is an extraordinary way to close a transformational year for Mitel.”

Mitel provides organisations of all sizes with cloud communications solutions combined with productivity and team collaboration applications, enabling businesses to work more effectively and better serve their customers. This recognition from Synergy further validates Mitel’s global transition and execution to a cloud-based business strategy for its customers.

Mitel has set a high bar for growth these past few years quickly cracking the million-customer mark,” said Jeremy Duke, founder and chief analyst of Synergy Research Group. “The UCaaS market is moving at an accelerated pace. We continue to see cloud growth and innovation driven across the industry as leaders, such as Mitel, continue to help customers digitally transform their organizations and operations.”

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The Role of Machine-to-People Interactions in Transforming Customer Experience

New research from Mitel uncovers that a vast majority of IT decision-makers see machine-to-people interactions as critical step in delivering exceptional customer service.

80% of UK IT decision makers think machine-to-people interactions will have a positive impact on customer experience. More than 75% have a projected timeline to allow machines to interact with their customers  in two years or less. A further 40% believe improving customer experience will increase their revenue.

Customer experience is an active, strategic discussion across industries as organisations look to leverage new technologies associated with the Internet of Things, Artificial Intelligence, and machine learning,” said Gary Gould, Marketing Director UKI, Mitel.

Giving machines a voice in machine-to-people interactions can be a powerful differentiator as the relationship between businesses and consumers shifts from transactional to more experiential, and customer experience becomes just as important as the product or service a company provides.”

Yet companies in the UK are behind other nations in embracing technology to provide exceptional customer service. 56% of UK respondents reported having made over 50% progress in improving customer experience as part of their digital transformation initiatives. Business and IT misalignment were identified as main obstacle to using digital transformation to advance customer experience. Legacy infrastructure and systems were named as the second most common barrier demonstrating the need to modernise existing infrastructure.

Every day, new types of digital communication are being launched – from social networks to bots to augmented reality – and consumers are adopting them in their daily lives. The days when a great customer experience was based solely on face-to-face or voice-to-voice interactions are long gone,” said Kate Jalie, Partner, Opinium Research. “Now, exceptional customer service is multi-channel, bringing together voice, video, mobile and online in a seamless and highly personalised experience. Businesses that successfully implement new technologies for transforming the customer experience today, will be tomorrow’s winners.

You can download the full report here. 

Interested in transforming your customer experience from dated to digital?

For more information about our Mitel Contact Centre solutions click here. To speak to one of our Communications Specialists call us on (0)20 3668 0444 or email info@4sightcomms.com.

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