Author - 4Sight Communications

Infographic: The Hidden Costs Of Traditional Phone Systems

The traditional on-premise phone system not only has expensive direct costs, but even more expensive indirect costs. Modern businesses need modern communications to stay competitive and achieve growth. See our infographic to learn more.

For more information on how 4Sight can help your business
with moving to the cloud click here, or call us on 020 3668 0444.

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Mitel 6900 Series Handset Promotion

4Sight Communications is pleased to announce a new Mitel ‘Buy 3 phones, Get 1 Free’  promotion. The free phones offer is valid for orders placed between April 5, 2018 to December 31, 2018 and takes two forms:

1. Existing Customers: 

Buy 3 Phones Get 1 Free when you own a MiVoice Business and buy a minimum of x20 qualifying MiVoice phones.

2.  New MiVoice Business Customers:

Buy 3 MiVoice 6900 Phones get 1 MiVoice 6900 Phone Free when you buy a qualifying MiVoice Business with a minimum of 100 users (phones and licenses).

Qualifying Phones:

About MiVoice 6900 Series IP Phones

The MiVoice 6900 series is a family of powerful ‘Mobile First’ IP phones offering advanced integration with mobile phone calls and applications. With HD audio, full color displays and MiCollab integration, the MiVoice 6900 series is a sleek and powerful addition to your desktop.

Features & Benefits:

Mobile integration: Seamlessly switch between your mobile device and desk phone without missing a beat.
Crystal clear conference calls: Take virtual collaboration to new heights with HD audio quality.
Enhanced productivity: Manage all communications from a single device for ultimate simplicity and convenience.

Interested in the Mitel 6900 Series of IP Phones?

To apply or to find out more information about this offer please call us on (0)20 3668 0444 or email info@4sightcomms.com.

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Price changes to Mitel 5300 handsets and peripherals

Mitel has announced a price increase of between 4-5% on their 5320e, 5330e and 5340e IP Phones and select 5300 peripherals. The new prices are effective from Tuesday 1st May 2018.

With the introduction of the new Mitel MiVoice 6900 Series, sales of certain 5300 IP Phone have sharply declined in all regions. The decrease in sales volumes has resulted in higher manufacturing costs due to a decline in economies of scale.  

This decline has also had an impact to the manufacturing cost of certain 5300 IP Peripherals. The price increase is limited to the following phone models and peripherals: Mitel 5320e IP Phone, Extended Warranty 5320e IP Phone, Mitel 5330e IP Phone, Extended Warranty 5330e IP Phone, Mitel 5340e IP Phone, Extended Warranty 5340e IP Phone, Gigabit Ethernet Stand v2, Line Interface Module UK.

Mitel Telephone Systems

For further information about this price change or to obtain a quote please call us on (0)20 3668 0444. We offer a comprehensive line of Mitel Telephone Systems including IP phones, consoles, conference phones, and peripherals suited for organisations and business of all sizes. To find out more click here

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Bank Holiday Telephone System Configuration Support

Customer Service Announcement:

Customers who need help with their Mitel telephone system configuration or out of office messages before the upcoming Bank Holiday, please contact our dedicated service team before Wednesday 2nd of May 2018 to request help.

You can submit your request either by emailing our dedicated service team at support@4sightcomms.com or by visiting our customer support portal. When contacting us, please include as much detail and information about your request as possible.

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7 365 UK coverage. To find out more about our Mitel System Support Services click here.

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5 ways SIP Trunking can benefit your organisation

As the way we communicate becomes more complex – texts, images, video and voice all intertwined – SIP trunking can offer the ideal telecoms solution moving forward. Here are 5 ways SIP Trunking can help your business achieve telephony success:

1. SIP trunking supports business continuity
SIP trunking offers a flexibility that is not available through traditional ISDN. A number of possibilities can affect how resilient your voice and data connections are. Unforeseen circumstances – such as damage to lines, moving offices or being unable to redirect calls, can be damaging to your business. SIP trunking minimises these problems and ensures you can keep working through every eventuality.

2. Number flexibility

SIP trunking supports your business by allowing you to decide which number you want to display on a call-by-call basis. Even if you’re making a significant move in location, or just wanting to grow your business without opening more offices, SIP trunking allows out-of-area geographic number ranges to be used – showing your business as local, despite being physically located elsewhere.

3. SIP trunking saves you money
Why have a separate voice and data connection when you can have both on one line? By discarding any unnecessary ISDN lines, you will be able to save a large amount of money. In addition, SIP trunking can typically save you a further 50% on line rentals and 25% on calls. By utilising the benefits of SIP trunking number flexibility when you’re moving office, you will not need to spend money on changing stationery, advertisements or listings. SIP trunking also allows you to make free calls between connected sites, even internationally.

4. SIP trunking offers greater flexibility
If you’re still using ISDN, the chances are that you are spending money on lines that you may not actually need all year round. SIP trunking gives you complete control of your lines – you can add more when demand is high, reduce them when there is little demand and split calls to make handling more efficient. Being able to make these instant changes puts you in total control of your communications.

5. SIP trunking comes with a contingency plan

Often, things will happen that you just can’t control. Whether that’s a problem in the office, busier peak times than usual or a lack of connection, Gamma’s SIP trunking business continuity feature is designed to handle emergencies with ease. It is able to automatically reroute any calls to back up sites in a number of seconds – so there is no disruption for your customers.

Migrate to SIP with 4Sight

For modern businesses, there is no longer a good reason to continue working with an ISDN-based telecommunications solution. Get in touch today to see how 4Sight can help you move from traditional ISDN to SIP trunks. Call us on +44 (0)20 3668 0444 or email info@4sightcomms.com.

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7 steps for creating a successful digital customer experience

The way people communicate with each other has evolved, but what about the way that your business communicates with your customers? Here are 7 steps for creating a successful digital customer experience:

1. Take Responsibility

Who is ultimately responsible for customer engagements: the CEO, sales director, marketing director, customer service director? If this isn’t immediately clear within your business, then your journey to a digital customer experience is already off to a bad start. Once you’ve determined who is responsible, they can begin defining the customer experience strategy. What should this strategy include?

Keep in mind that responsibility goes beyond the “owner” of the customer. It extends to anyone 
that will be affected by the customer experience strategy. Therefore, taking responsibility for the customer experience starts with hiring the right people, enabling those people to take ownership of customer experience issues, empowering staff to solve problems without escalations, finding solutions, and fixing problems quickly. Ultimately, the goal is to understand customers, give them the experiences they want, and keep those experiences consistent across all touch points. This will create loyal customers.

2. Understand the stakeholders
Find out as much as possible about the experiences of your agents and other customer service staff. Most importantly, understand your customers’ preferences:
• What is their preferred way of communicating?
• What are their expectations and needs around operating hours?
• How willing are they to self-serve?
• What emerging technologies are starting to become more important to them?

This treasure trove of information can be put to good use ensuring that optimum customer journeys are aligned to workflows. Involve your IT team at an early stage and outline the value and purpose of your technology solution. Plan for CRM system integration and allow the team to evaluate whether any changes to underlying infrastructure are necessary.

Consider the impact on:

• Architecture: Do you have IT staff on-site to manage premise equipment or does a cloud-based deployment make more sense? Are there multiple sites? Will you need redundant, resilient, or highly available contact center servers?
• Contact centre workers: Do agents and supervisors work only on site or do they have the option to work from home or while they’re on the road?
• Integrations: Are there other business systems that must be integrated with the contact center, such as ERP tools? Are there other ordering, fulfilment, and support tools that can be integrated into the contact centre to streamline business processes?
Finally, give the marketing team the opportunity to influence how brand perception can be improved.

3. Automate common inquires with self-service capabilities

With modern digital customer experience tools, self-service is no longer restricted to voice interactions. Analyse frequently asked questions, simple agent transactions (whether through voice, web chat, SMS, etc.), and customer survey responses to decide which processes are the most suitable for automation. Use digital workflow routing capabilities to provide self-service to customers through email auto-acknowledgements, automated web chat responses, and even inbound and outbound SMS inquiries.

Self-service options offer a significant opportunity to improve the customer experience and reduce costs. They have a critical role to play in your digital customer experience. But, take nothing for granted. There are plenty of examples of organisations that fail to empathize sufficiently with customer frustrations around automation. These organizations then establish self-service options that don’t meet customer expectations.

4. Prepare for the full scope of digital channels

Whether it’s social, web chat, email, or SMS, all channels represent some level of importance to your customers. If you aren’t ready to apply the full scope of options, identify which channels are most important to your business based on your target demographic and the nature of your customer relationships, and leverage a modular approach that lets you scale up and out over time, and plug in specific capabilities where applicable.

Mobile apps are the fastest growing digital channel today. Make sure you’re in a position to take advantage of this channel and other trends when the time is right, without having to re-engineer your entire infrastructure.

5. Empower your agents
Deploy state-of-the-art tools that enable employees to work efficiently and flexibly:

-Select the right phone solution for seamless integration with remote agents, CRM, chat/ presence engines, and other business processes
-Define unified communications capabilities to ensure customer queries can be resolved first time by empowering agents to instantly locate, message or conference-in subject matter experts to obtain immediate answers
-Provide special service levels for VIP customers by profiling, identifying, and prioritising them through skills-based or preferred agent routing
-Offer call-back services and self-service options to smooth out peaks and extend availability
-Implement mobile solutions to allow agents and supervisors to work from anywhere at any time
-Use analytics and reporting to enable root cause analysis and improve future processes
-Consider work force management solutions to help predict call volumes and optimize resourcing
-Include call recording to meet regulatory compliance and for training purposes

6. Run a tight ship

Build a modern and reliable customer service environment that integrates traditional ACD with sophisticated voice and digital workflow processes and multiple customer contact points. Ensure business continuity with robust and highly resilient communications solutions designed to provide seamless and uninterrupted service, and no loss of reporting or real-time capabilities during hardware failure or network outages. Most importantly, wherever possible, leverage virtual networking and process options to reduce hardware and operations costs.

7. Apply effective management and reporting metrics
Maintain constant business and operational visibility over the customer experience you provide by leveraging feature-rich, real-time management and reporting tools.

Integrate management capabilities, such as quality monitoring, call recording, outbound dialing, and campaign management.

Ensure you can “join the dots” at the management and agent level by combining the power of multiple management applications. For example, potential spikes in demand can be predicted via global social media monitoring and addressed immediately through agent workforce scheduling.


Similarly, reporting and call recording can provide insights on scheduling, agent metrics, and campaign performance.

Mitel Contact Centre Solutions

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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What Is Good Customer Service? Here’s what your customers expect

In today’s technology-driven world of smartphones, tablets and WiFi, consumers have become increasingly mobile, relying on digital communications such as email, text messaging, Web chat, and social media in order to interact with your business.

If your business can’t communicate with customers beyond voice, you may be in trouble. Customers have come to expect the convenience of choosing the method of contact that makes the most sense for them at any given time – and providing a consistent, positive experience across all channels has evolved from a unique, “nice to have” capability to a necessity. And if you can’t provide this flexibility, you may be frustrating or even losing customers.

Luckily, transforming your customer experience for the digital age is simpler than you think. All it takes is an understanding of how your customers expect to interact and the right technology powering your connections.

In less than two minutes, see how the customer experience has evolved – from your customers’ perspective:

Mitel Contact Centre Solutions

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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Make sure your clocks update on your phone system

As you know the clocks are due to go forward an hour on Sunday 25th March. 

Although most modern phone systems will update the time automatically some will not. Click here to access our guidelines to assist with updating your Mitel telephone system.

Due to recent high call volumes it may take longer for an engineer to assist, so please ensure you read the guidelines on our website before requesting support.

Alternatively, if you want a phone system that has the ability to automatically update the time, please call us on +44 (0)20 3668 0444 or email info@4sightcomms.com.

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7 365 UK coverage. To find out more about our Mitel System Support Services click here.

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Telephone Maintenance Termination and Migration Guide

Telephone Maintenance Termination and Migration Guide

If you are considering either terminating your Mitel Telephony Maintenance Contract with your current supplier or simply migrating your contract to 4Sight Communications there are a few things that you need to consider enabling that process to happen smoothly.

  • The first item is that you check your annual support contract termination date.
  • The second and probably the most important item is to check your “Termination Notice Period” this will detailed in your support contract T’s and C’s or your current supplier can advise. Notice periods are typically 30, 45, 60 or 90 days and this means you will need to give notice in writing 30, 45, 60 or 90 days before the end date of the contract.
  • Make sure that the contract you hold is the current and latest version as often contracts are updated or resigned for various reasons.
  • Check that you and your incumbent supplier have a signed copy of the current contract.
  • Check Software Assurance Contracts.

Software Assurance and Re-Occurring Software Support Charges

Most IP Telephony Platforms will be built on a “license” based model, this means that most systems will now attract some kind of re-occurring manufacturer support costs. Mitel use the Software Assurance and PrairieFyre support model and other manufacturers use similar models with different terminology. The fact is that these charges will be in place for all solutions.

Software Assurance contracts are normally renewed on an annual basis but often can be signed for multiple year terms as this often attracts a discounted fee.

As part of contract termination your current supplier needs to advise what term of software assurance is in place, termination dates, and costs and if in fact it has been renewed by them in accordance with the contract.

A common myth is that if you have signed a Software Assurance contract with your current supplier it actual ties you to them, this is not the case. All software assurance models and contracts are taken directly with the system manufacturer through your current supplier, this means that you own that contract directly and can migrate that contract to 4Sight very easily.

To migrate a Software Assurance or PrarieFyre Contract to 4Sight you will simply need to send an e-mail or preferably a company headed letter to your current supplier stating that you wish to migrate the contract away from them. Your current supplier is then bound by their Partner Agreement to inform the manufacturer of this notice. Another option is to send the same letter to 4Sight stating to the manufacturer that you wish to migrate the contract to 4Sight Communications and we will take care of that process in its entirety.

Common Pitfalls

The reason for this advisory document is to help you avoid the pitfalls that often play a part in migrating support contracts. The most common pitfall is not giving the correct notice to your current supplier, in most cases suppliers will not send the support contract renewal invoice until you are past your notice period date, so you will not be alerted to the fact you have moved into a 12 month renewal phase until it’s too late. This normally means that you will be bound to pay a further 12 months costs whether you want to or not.
We advise that if you are considering moving your support contract for whatever reason that you give notice immediately so that is on record, this gives you the flexibility to migrate at any point in the future.

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7 365 UK coverage. To find out more about our Mitel System Support Services click here.

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Telephone System Configuration Support Before Easter

Customer Service Announcement:

Customers who need help with their Mitel telephone system configuration or out of office messages before the Easter break, please contact our dedicated service team before Wednesday 28th of March 2018 to request help.

You can submit your request either by emailing our dedicated service team at support@4sightcomms.com or by visiting our customer support portal. When contacting us, please include as much detail and information about your request as possible.

We wish you all a Happy Easter Weekend!

Mitel System Support Services

4Sight provides maintenance and support services for all Mitel products and solutions with 24/7 365 UK coverage. To find out more about our Mitel System Support Services click here.

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