Webinar: Mitel Monitoring and Management with 4Sight Monitor

4Sight Monitor – Simplify Your Network Monitoring!

WEBINAR: Delivering Better Network Performance with 4Sight Monitor
PRESENTED BY: Chris Plimley, NOC Services Manager, 4Sight Communications
DATE: Wednesday 17 April 2019, 11:00 AM

Performance management and analytics have become a strategic requirement for business communications. 4Sight Monitor is a fault and performance management software specifically designed for Mitel solutions to deliver a proactive performance management of your entire network. The benefits of monitoring and managing network performance are reduced downtime, inefficiency, and immediate management of incidents – allowing you to increase productivity while being cost effective.

Regardless of whether you use 4Sight Monitor on a day-to-day basis or you leave it down to our engineers, join our product experts as they consider 4Sight Monitor for Mitel solutions and walk you through a live demonstration to give you a better understanding of how the software helps your organisation.

This session will provide an overview and update on 4Sight Monitor including monitoring tools, alerts, remote access, analytics and reports that deliver additional insight on your network performance. Reserve your seat today! 

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Webinar: Mitel Contact Centre Technology Update

Making Digital Customer Communications a Reality!

Technology has put the world at our fingertips; the rise of smartphones, tablets and WiFi has changed the way we search, shop, and interact with organisations. Increasingly, customer experience is formed and delivered through digital communications, such as text messages, emails, web chats, social media and web self-service.

With this digital customer experience shifting, all businesses that interact with their customers must deploy the right technology to provide a consistent experience across all channels, as well as a strategy that supports this broadened scope of service.

Register to watch our free Contact Centre Technology webinar and learn how you can develop your Mitel Contact Centre Platform to deliver a connected digital customer experience, using integration, automation as well as social, web and real-time customer service tools.

In this 1 hour session a team of product experts and consultants from Mitel, 4Sight and Talktative explores the latest Contact Centre technology, together with an update on the recent MiContact Centre Version 9 software releases including:

Omnichannel Enhancement
Web Ignite Enhancements
REST API Toolkit
Open Media
High Availability
Read/Write Capability with leading CRM systems

As an additional highlight: Felix Winstone from Talkative, a Mitel Development Partner, demonstrates how you can enhance your Contact Centre with real-time WebRTC tools as a new communications channel.

Interested in transforming your customer experience from dated to digital?

For more information about our 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’s new in Mitel’s Unified Communications portfolio?

New updates now available for every major Mitel Unified Communications platform

Mitel has announced updates to its flagship Unified Communications solutions to provide organisations more advanced voice, collaboration and contact centre capabilities for enhancing productivity and delivering better customer service.

These latest releases reflect Mitel’s commitment to providing tailored communications and collaboration solutions that drive customers’ digital transformation. Designed to increase speed to innovation, Mitel’s product roadmap also delivers high levels of security and enables businesses to leverage emerging technologies like IoT and AI to solve today’s problems and prepare for tomorrow’s challenges.

The newly expanded capabilities include the following:

MiCollabmultiple customer interface enhancements that make it even easier for employees to talk, meet and share information using Mitel’s leading collaboration offering, a single solution that brings communications and collaboration tools together to simplify the way people work.

MiVoice Businessthe addition of a next-generation containerization software architecture to drive speed to market for applications and business efficiency software upgrades for one of the industry’s most advanced mid-market communications solutions.

MiContact Center Business and MiContact Center Enterprise expanded omnichannel capabilities for MiVoice 400, MX-ONE and MiVoice 5000 that enable businesses to leverage web, chat, voice and social media interactions to provide a seamless customer experience. 

Mitel SIP-DECT   – 4th-generation SIP-DECT technology that brings a new portfolio of base stations and feature enhancements to the full line of Mitel cordless IP and SIP devices, solving companies’ vertical-specific mobile communications requirements. 

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Mitel MiCollab Release 8.1

4Sight is pleased to announce the General Availability of the MiCollab Release 8.1. MiCollab Release 8.1 focuses on enhancing the overall user experience of our suite of Next Generation clients and simplifying how employees talk, chat, meet and share information with others throughout their workday.

MiCollab Release 8.1 focuses on enhancing the overall user experience of our suite of Next Generation clients. Listening to user feedback – internal and external – MiCollab Release 8.1 was designed to improve how employees talk, chat, meet and share information with others throughout their workday, make the communications and collaboration experience for customers’ more seamless, and enhance their ability to work effectively from anywhere, at any time.

The core enhancements to MiCollab include:

User Experience Improvements
• Improved presence presentation
• Multi-call handling
• Contact Group handling, UI layout changes, & right click
• Media Device selection
• Ad-hoc Meeting escalation embedded throughout desktop-based clients
• AWV Web improvements, Audio callback, and Roll call

Fixed Mobile Convergence:
• Call Through
• Inbound call optimization for iOS
• Full Take Call feature

Management & Security Improvements:
• General Security updates
• Next Gen PC client Virtual Desktop support
• MiShare Auto update

MiContact Center Business integration (MiCollab 8.1 SP1):
• ACD Softphone (SIP) support with MiContact Center Business Ignite Client

Microsoft Skype for Business integration (MiCollab 8.1 SP1):
• New client integration with full Skype for Business user experience
• Outlook integration
• Skype for Business UCC Bundle

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Mitel 5200 Series Set Support Update

Mitel 5200 End Of Hardware Support: What You Need To Know

Following our initial announcement about the end of support for the 5200 series set, Mitel have now modified their position to allow these devices to come into service following the MiVoice Business 9.0 upgrade.

Whilst we expect the phones will operate as normal, the 5200 sets will not have the normal support level. Specifically, this means that, should issues arise after the upgrade to release 9.0, Mitel reserves the right to not fix specific issues isolated to the 5200 series sets operation. 

For customers who prefer a fully supported configuration, then there are 2 options:

  • Transition away from the 5200 series sets to the current desktop portfolio for a fully supported solution. See our Mitel 6900 Series Handset Promotion here.
  • Remain on MiVoice Business 8. Standard Mitel support policy would state that MiVoice Business 8.0 versions including SP’s will continue to be fully supported until the release of MiVoice Business release 10.0 which would be anticipated in mid 2019. At the time of release of 10.0 then the 8.x stream becomes unsupported. However, for customers who request extended support and who subscribe to premium Software Assurance, Mitel will extend support of the 8.x stream until July 2020. This would provide additional time to plan a desktop churn and upgrade once the estate is refreshed

What we think?

Here at 4Sight, we recommend that you transition away from the 5200 series sets to the current desktop portfolio for a fully supported solution. To assist you with your transition, 4Sight is currently offering an exclusive ‘4 handsets for 3’ promotion on the most popular phones in the Mitel portfolio! For more information about our offers and to discuss your options, please email info@4sightcomms.com.

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Mitel 6900 Series Handset Promotion
When you purchase a new MiVoice Business or when you purchase additional licenses, get a free phone with every third phone purchase.
Find out more
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Introducing the new Mitel EX Controller for the MiVoice Business Platform

MiVoice Business Release 9 – Mitel EX Controller 

As part of Mitel’s continued commitment to delivering on-site deployments of their communications platforms we are proud to introduce a new hardware variant that will not only be supporting the MiVoice Business call control, but which will also be used in MiVoice MX-ONE and MiVoice 5000 deployments.

The EX Controller will be a complement to the existing hardware family – specifically, the 3300 CX II and 3300 MXe III Controllers remain fully available to customers. Like the existing hardware, the Mitel EX Controller enables both call control and media gateway functionality to run on a single hardware instance.

The Mitel EX controller provides up to a capacity of 1,400 IP users and offers local survivability and PSTN access for analog users. It provides 8 expansion slots which can house cards to connect to TDM trunking services (ISDN PRI, E&M, and R2 T1/E1), analog trunks and analog extensions. Additionally, a DSP card may be required in certain configurations.

It is available in both single and dual power supply versions:

• Single power supply version with 4GB RAM & 60GB SSD – Part Number 50008229
• Dual power supply version with 8GB RAM & 120GB SSD – Part Number 50008230

WHAT IS SUPPORTED ON THE EX CONTROLLER?

  • TDM support for Digital trunks (PRI, T1, E1, R2) and Analog trunks and extensions (FXS, FXO)
    -It uses IP all the way to the cards which incorporate the E2T gateway functionality
    -All required E2T resources are incorporated into each card so it is non-blocking
    -A digital link license (54000303) on MiVB is required for each link and this provides the necessary resources to program the gateway functionality
  • Maximum 1400 IP user capacity
  • 64 G.711 Media channels (software) for access to conferencing, direct paging, Music On Hold
  • Embedded Voicemail capacity
    -750 Mail boxes
    -Max 30 ports of which 12 can be Voicemail and the rest embedded RADs
  • MiVoice Business Release 9.0 will support a single LAN port 10/100/1000
  • File based MOH supports 128 MB, also USB can be used to provide MOH input

Mitel EX Controller

For more information about the Mitel EX Controller, please call us on +44 (0)20 3668 0444 or email info@4sightcomms.com. 

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Product Bulletin: What’s new in MiVoice Business R9.0?

We are delighted to announce the general availability of MiVoice Business R9.0.  With a complete software refresh, delivering platform, security, responsiveness and performance improvements, MiVoice Business R9.0 is available for all installed base customers with active Software Assurance who have platforms that meet the minimum requirements.

PRODUCT OVERVIEW / FEATURES & BENEFITS / DESCRIPTION  
MiVoice Business development is firmly aligned with Mitel’s focus on continuous improvement that will deliver innovation, new features to enhance customer interaction and reduce the overall cost of ownership.

MiVoice Business Release 9.0 is built upon 3 pillars:
1. Customer requests for feature enhancements
2. Software refresh and common hardware platform
3. Lifecycle transitions  

SOFTWARE REFRESH FOR MIVOICE BUSINESS 
MiVoice Business Release 9.0 includes a significant refresh of the software to deliver Total Cost of Ownership improvements. It is designed to facilitate enhanced system performance, a simplified process for the deployment of patches/security updates as we go forward and the delivery of an infrastructure ready to evolve to next-generation networks.

  • Native Linux deployment: release 9 will run natively in a Linux environment by utilizing C and C++
  • Improve responsiveness and deployment of changes (patches, security updates): A simplified process for the deployment of patches/security updates. Update individual software components rather than the whole software load
  • Significantly enhanced system performance and serviceability
  • Technology update; IPv6 in the core system (dual stack), FQDN (core system), SNMPv3 support
  • Available on CX(i)* II, MXe III*, Virtual, Software only and new EX Controller in initial release (AX, MiVB Express, MiCD to follow


NEW FEATURES:

1. Caller ID Based Routing

To allow customers better manage calls, Mitel have created a whitelist/blacklist capability which can route specific incoming callers (based on calling line ID).

Whitelist – the calling line ID can be used to provide a white glove service to route known contacts to specific users or groups of users to help ensure optimum customer service.
Blacklist – unwanted calls can be routed either to a message only mailbox or simply disconnected, thus avoiding staff having to waste time dealing with unnecessary calls. 

2. Last Group Member Recall
The Last Group Member Routing (LGMR) feature allows the callers to be connected to the person that they spoke with in the event they have to call back rather than potentially getting connected to another member of the group.


EXPANDED BROWSER
SUPPORT
MiVoice Business Release 9.0 expands the browser support for accessing the System Admin Tool, it now supports the following:

  • Internet Explorer
  • Firefox (36.0.4 or later)
  • Google Chrome (59 or later)
  • Microsoft Edge (38 or later)


MIVOICE BUSINESS CONSOLE 9.0
Microsoft Windows 10 support has been expanded to include the following:

  • Windows 10 Education
  • Windows 10 Enterprise LTSB
  • Windows 10 Professional for Workstations

CONFIGURATION INFORMATION

MiVoice Business Release 9.0 requires the following:

• CX II and CXi II require a minimum of 1 GB Ram and 16GB HDD/SSD
• MXe III requires a minimum of 1GB RAM and 60GB HDD/SSD
• Virtual machines
-VMware
-Hyper-V

The following platforms will receive access to the new features, capabilities and software refresh as part of the MiVoice Business 9.1 release. Customers who run a MiVoice Business network of differing controllers will be able to utilise a mixed network of MiVoice Business releases until this time:

• AX Controller
• Multi-Instance MiVoice Business (Enterprise deployments)
• MiVoice Business Express

Please note MiVoice Business software must be at release 6.0 or newer to be migrated to Release 9.0.

NOT SUPPORTED
As stated in the past the 5200 sets will not have the normal support level. This means that, should issues arise after the upgrade to release 9.0, Mitel reserves the right to not fix specific issues isolated to the 5200 series sets operation. Click here for more information.

MiVoice Business Release 9.0 also no longer supports the following:

  • MiVoice 3300 LX
  • 3300 MXe & 3300 MXe II & MXe Server
  • 3300 CX and CXi
  • Stratus servers – Direct deployment on RedHat Linux (although VMware deployment continue to be supported)
  • FIM connections
  • NSU, DSU, FD-PER, 200 Bay
  • DNIC devices (consoles, multi-line DNIC sets, Single-line DNIC-sets)
  • Analog/Digital on FD-PER or 200 Bay
  • 5401, 6600 YA Pro, App Server, 5550 IP Console

Any customers who continue to have such equipment in their network will not be able to upgrade to MiVoice Business Release 9.0 until those items are removed.

As one of the few early adopters, 4Sight has been running version 9 of MiVoice Business for some time now. Having gone through the development and testing process of the release with Mitel, we have a great understanding of its functionality and capabilities. As such, we would like to emphasise that this a completely new software, which unlike previous releases, requires an individual approach and specific prerequisites to be met. If you are interested in upgrading please contact your 4Sight Account Manager as soon as possible to schedule your upgrade in.

Mitel MiVoice Business R9.0

To find out more about MiVoice Business click here. If you are interested in MiVoice Business Version 9 upgrades, please call us on +44 (0)20 3668 0444 or email info@4sightcomms.com. 

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Mitel launches MiCloud Engage Contact Centre

Mitel is is giving businesses more ways to provide intelligent customer experiences through the introduction of MiCloud Engage Contact Centre – an over-the-top CCaaS solution.

We are pleased to announce that Mitel has launched a new contact-centre-as-a-service platform – MiCloud Engage. Designed to enable exceptional customer experiences anywhere anytime – MiCloud Engage is the highly secure, true multi-tenant, and instantly scalable multi-channel CCaaS platform.

Described as entirely over-the-top with no software or equipment to deploy, MiCloud Engage is available as a stand-alone offering. It works with any call control platform and integrates with a wide range of third-party CRM applications. The solution powers omnichannel communications enabling businesses to deliver a seamless experience across all touchpoints including voice, web chat, SMS and email channels, and social media. MiCloud Engage combines innovative technologies with deep analytics and real-time reporting, allowing users to make data-powered decisions across every part of their business. The solution also supports remote workers, including a fully-virtualised workforce, and is easy to administer. Rapid scalability gives seasonal businesses the option of scaling up or down simply and quickly to accommodate demand.

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5 Contact Centre Trends You Need To Know

Changes in customer behaviour and emerging technologies are reshaping the customer experience. Are you keeping up?

The face of the contact centre has changed dramatically over the past few years and continues to change at an exciting and rapid pace. This is the result of new technologies, ever-changing customer behaviours and a fundamental shift from focusing on traditional customer satisfaction measures to creating a customer experience.

How do you keep pace with your customers while creating quality customer experiences? With contact centre technology. 

The following five contact centre trends — which span emerging technologies, changing customer behaviours and customer experiences — are must-knows to help you stay competitive.

  1. Contact centres are shifting from cost centres to revenue generators.

Contact centres have historically been treated as cost centres. The company’s profit margins financed the contact centre—which might have only indirectly contributed to profits.

However, as contact centre concept has evolved and matured, we’ve realized that contact centres are more responsible for generating revenue than we ever knew. For example, an inbound customer support team does not directly drive company profits. But if that team delivers poor customer service experiences, the resulting negative social media and bad press could lead to a significant decline in sales.

To realize their contact centre as a revenue generator as opposed to a cost centre, businesses must ensure their operations are cost effective—that queues and trunks are well-occupied, that they have the right number of agents answering calls and that calls are being handled efficiently. Businesses also need to verify the performance of their telecom systems, who agents are speaking with and whether money is being well spent. With the right contact centre tools, businesses can do just that.

Accurate forecasting, scheduling and reporting tools ensure resources are effectively deployed at all times. Real-time alarms inform supervisors of performance issues and inefficiencies so they can act immediately to maintain service levels and control costs. With the right reporting metrics, contact centre supervisors can easily compare Key Performance Indicators (KPIs) like average handle time, service level or cost per call. Then, they can analyse these KPIs in the context of new sales, customer retention and customer satisfaction. These measures can prove how a contact centre can be a profit centre.

  1. A new generation of customers is changing the way enterprises do business.

Generation Y-ers, also known as the Millennials, were the first to grow up with computers in their homes, and they are by far the most tech-savvy generation yet. Within the next 10 years, Millennials will represent the majority of the workforce.

This generation is success-driven, goal-oriented, determined, confident and highly technology dependent. These are all exciting qualities, but they also make this generation highly demanding as consumers. They expect quality service, they expect it now, and they like things short and sweet because they’re excellent at multitasking.

This has led to a fundamental shift in the way enterprises do business—rather than nurturing long-term brand loyalty, they need to be able to serve the desire for instant gratification.

So, how can businesses better serve Millennials?

  • Provide robust information. Millennials are not afraid to do their research, and they know where to find the answers they need. As a result, information needs to be readily available to them, easy to find and highly educational or entertaining.
  • Be available. Millennials are online day and night, and in this 24/7 world, they expect businesses to be the same. They want to be able to access your business when they want to—and through the channel of their choosing.
  • Be social. Millennials are not afraid to share the things they like (or dislike). They live on social media, and will reach you through social media platforms. Be present and be part of their conversations.
  1. Contact centres are updating and enhancing outbound technology and resources for maximum productivity.

The contact centre industry has always been focused on handling incoming calls and contacts. And historically, contact centre solutions were designed to channel, monitor and improve the performance of agents as they dealt with increasing inbound volumes.

With the growth of contact centres has come the rise of the outbound contact centre. Previously, inbound and outbound contact centres served two unique customer bases. Inbound contact centres managed incoming sales and support inquiries, whereas outbound contact centres were typically limited to collections and telemarketing. However, as contact centre solutions became more robust and feature-rich, businesses saw the value of the blended contact centre.

In the blended contact centre, agents can both make and receive calls and multimedia contacts by combining Automatic Call Distribution (ACD) for incoming calls with predictive dialling for outbound calls. This optimizes agent productivity by ensuring that agents do not sit idle between calls. Increasingly, inbound agents are being used to notify customers of changes to their accounts, payments due or appointment reminders. Customers can choose to receive these notifications by voice telephone calls, SMS text or email, which results in a reduction of inbound call volume, a boost in customer satisfaction, and ultimately, lower operating costs.

  1. Businesses are benefiting from the efficiencies of unified call centre software suites.

In the past, contact centre solution providers have focused on one core solution—whether it was ACD, outbound dialling, multimedia handling or workforce management and optimization.

However, over time, the demand for unified suites has grown, and software vendors have responded to that demand. This optimizes efficiencies at all levels, from the contact centre agent to the IT administrator.

With a suite, agents can take advantage of a unified desktop experience for all key contact centre applications. Supervisors benefit from a unified reporting interface for all mediums and contact centre tools, from agent KPIs, to outbound campaigns, to IVR call flow use, to inbound and outbound multimedia contacts. With a unified suite of contact centre solutions, businesses use one vendor instead of many and can lower their total cost of ownership (TCO) while maximizing their return on investment.

  1. Businesses are adopting cloud-based contact centres to lower TCO and increase ROI.

A 2012 survey revealed that 34 percent of businesses were using cloud-based contact centre software.* This number is on the rise, with an additional 28 percent indicating they had plans to deploy a cloud-based contact centre solution. This means that by the end of 2013, six out of 10 contact centres will be based in the cloud. Because of their lower upfront costs and easy scalability, cloud based contact centres are ideally suited for “pop-up” or seasonal contact centres—for example, a contact centre that is designed to handle inquiries during tax season.

Cloud-based contact centres have seen dramatic growth in recent years because they are flexible, affordable, dynamic and efficient. With a cloud-based contact centre, businesses gain the flexibility to quickly deploy key contact centre applications and provision adds, changes and removals to key devices programmed on the system, often without ever having to have an IT administrator or installer on site. Cloud contact centre applications are also highly affordable, because a large capital investment is not required for initial IT and telecom infrastructure. This lowers the TCO of a contact centre solution and ultimately provides a much more rapid return on investment ROI.

Cloud-based contact centres are also dynamic—giving users the ability to quickly scale up or down in size to tailor to their ever-changing business needs. Finally, cloud contact centres are highly efficient, as businesses only pay for the services they use. This is another key factor in lowering TCO and maximizing ROI.

But a 100-percent cloud-based contact centre isn’t always the best option for businesses. You need to consider:

  • How much money will actually be saved with a cloud-based solution
  • How complicated your hardware and software infrastructure is
  • Legal issues related to software licensing
  • Your organization’s comfort level with storing secure data in the cloud

Depending on these considerations, you may decide that an on-premises or hybrid solution is the best fit for your business.

For many of today’s businesses, a move to the cloud is just a matter of time. Choosing a phased approach with an early focus on your phone system is a smart choice, and tapping the expertise of a cloud phone service provider can make it an even smarter one.

Follow the Trends to Success

These are just a few of the most popular trends in customer experience and contact centre operations right now, but by leveraging even a few of the trends highlighted in this paper, your business can: minimize operating costs and increase revenues; simplify contact centre administration, configuration and management; and drive enhanced, quality customer experiences.

The business world is aggressive and rapidly changing and customers are constantly expecting more. What are you going to do to keep your customers happy, you’re your competition and grow your business?

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Moving to the cloud: Why your phone system is a great place to start

Despite growing adoption rates, many companies still aren’t ready to make a full-scale move to cloud-based technologies. If you are among those who want to take a measured approach to cloud adoption, look no further than your phone system as a great place to start. By working with a communications provider who offers both cloud and hybrid phone systems, you’ll not only get expert guidance, but also the flexibility to customise a migration path that fits your business.

Below are four reasons why starting your journey to the cloud via your business communications needs makes sense:

1.You Can Manage Deployments in Small Groups

For many businesses, the phone system is the ideal service to serve as a catalyst in your transition to the cloud. Since it can be deployed in a phased approach, you can learn by transitioning small groups, teams or locations one at a time with little overall risk. Plus, you can also lean on the expertise of your service provider since most cloud vendors have helped countless other companies through similar transitions.

Beyond the initial implementation, businesses can also learn how to manage overall cloud applications from their service partners. They offer expertise your company may not have internally, making them an ideal resource to help you build a path to the cloud.

2. You Have the Flexibility to Embrace the Cloud Fully, or Bit by Bit

Not only can deployments be phased, but moving your business communications to the cloud doesn’t have to be an all-or-nothing proposition. You can choose a full cloud deployment or start with a hybrid approach that combines both cloud and onsite solutions. Hybrid solutions allow you to mix and match communications applications as you need them, and give your company the flexibility to deploy only what your business requires today, while keeping the option open to add additional cloud services or locations later.

3. You Can Make Smarter Use of Internal Resources

A system provider with cloud expertise can help you make better use of your internal IT resources. With a cloud deployment, applications are hosted remotely and maintained by the provider, relieving IT of most or all network-related tasks. The business then consumes the services on a subscription basis rather than owning the infrastructure. In this model, the cloud provider manages the extra workload while freeing your IT team to focus on the initiatives that drive revenue for your business.

4. You Can Gain the Buy-In You Need to Move Forward With Other Cloud-Based Solutions

For any deployment to be successful, it must have buy-in from users. By focusing on your phone system early in your migration, you can introduce employees to the cloud’s many time-saving, productivity-enhancing benefits of the cloud. As their comfort grows, your ability to transition other systems and processes to the cloud will become easier. A provider with a reputation for excellent customer service and training options will help you quickly get buy-in from your employees.

For many of today’s businesses, a move to the cloud is just a matter of time. Choosing a phased approach with an early focus on your phone system is a smart choice, and tapping the expertise of a cloud phone service provider can make it an even smarter one.

Migrate to the Cloud

4Sight offers a range of Mitel Cloud 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.

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