If you're a business owner, it's extremely important that you choose the right VoIP service, and if you own a call center, it's important to consider the unique needs of this facility. It's also important to make sure that only call center employees have access to these features of your VoIP service, and you need to consider the needs of your other employees as well. It's extremely important to make sure that the phone service has a large number of features and is as flexible as possible, and it's essential that the system is designed to keep up your company's growth.
You'll want to make sure that you choose a VoIP service that offers call routing and has the ability of queuing, can record phone calls, can be integrated with CRM programs, has call monitor tools and skill based routing, and has interactive voice response. It's also important to make sure that your VoIP provider offers analytics, and this will allow you to properly manage your call center.
In addition to Mitel MiCloud, there are hybrid and on-premise services that you can use in conjunction with it, and their cloud, hybrid, and on-premise services are exceptionally flexible. Overall, Mitel offers a very good business VoIP system that stands out from the competition.
Related: Compare business VoIP providers
The price of Mitel MiCloud is different than their on-premise services, and you'll pay a monthly and per-user rate. However, the on-premises system only requires one-time upfront fees, but there are other expenses associated with the on-premises system as well. If you are planning to get Mitel MiCloud, there are three service plans that you can choose from.
All of Mitel's MiCloud plans feature unlimited calling, an app for desktop devices, online administration, voicemail to email, PBX features, voicemail, presence, instant messaging, find me call routing, Outlook integration, and a Mitel mobile app. However, these are the differences between the three plans:
Furthermore, there's an additional 24 dollar charge every month for each call center user, and call center supervisor accounts require that you pay a fee of 112 dollars per month. You can host IP based phones, but there's an additional fee for this as well. In fact, a standard desk phone is 5 dollars per month, but the fee for other phones varies. In addition, you'll have to work with a reseller to get the on-premises system along with Mitel MiCloud. The price of the on-premises system depends on the individual reseller, but it costs between 800 to 950 dollars. Mitel requires you to sign on to a contract for one to three years, and you'll also need to pay a fee for the installation of an on premises system.
There aren't many other systems that have as many features as Mitel MiCloud, and it offers mobility administration, calling center tools, collaboration, and calling features. Some examples of the calling features are auto-attendants, call transfer, call forward, caller ID, call waiting, music during holds, speed dial, call blocking, call screening, voicemail to email, hunt groups, and dialing by name and extensions. You'll also be able to use intercoms, ring tone personalization, and group paging.
Mitel is also known for offering many administrative features, such as feature permissions, call permissions, extensions assignments, and account codes. Some examples of the collaboration tools are instant messaging, audio conferencing, desktop sharing, video chat, and presence. Not only can calls be sent and received through app, but they also can be sent and received with the softphone. Here are some examples of features for contact centers:
The Mitel contact center dashboard gives you a comprehensive view of the call center system's performance. It gives you alerts about critical conditions that arise, makes it easy to supervise workers who are still in training, determines whether or not your agents are in no work mode, and can track media types. Not only can you track media types, but you can determine what media types were used at different points in time. The analytics that Mitel offers are exceptionally comprehensive, and you won't need database programmers to help you analyze this data. This can allow you to save a significant amount of money as you will have fewer employees to pay.
You can run an outbound campaign with Mitel, and the outbound dialer is used for compliance, collections, and following through with customers. In addition, your outbound campaigns can fine tune your goals and place more emphasis on certain business goals. Not only does Mitel have many built-in integration, but it also has the ability to be configured with just about any kind of CRM software. Some examples of programs that it's compatible with are Net Suite, Salesforce, Act, Desk.com, ZenDesk, and Microsoft Dynamics.
ZenDesk can improve the performance of your call center. Microsoft Dynamics is enterprise management software, and it is used by many companies throughout the world. Net Suite is a cloud computing company, and their programs are used by companies throughout the world. Salesforce is also a customer relations management software program, and it's actually considered the best programs of its kind. Desk.com is offered through Salesforce, and it makes it easier to handle disputes that customers have with your company.
Not only does every employee have the ability to host conference calls, but there is no extra charge for this! Furthermore, upgrades can allow conference calling with an unlimited number of people, and in some cases, this can allow you to communicate with hundreds or thousands of different people if you combine Mitel with a conference calling service.
The VoIP system doesn't require any equipment other than phones, and this makes it incredibly easy to set up. In addition, Mitel takes care of all of the maintenance and upgrades that are associated with their service, and this can save you a lot of time and money!
The main components that Mitel uses are stored in geo-redundant data centers, and there are many data centers around the world that are able to ensure that the service remains operational even if an individual data center is shut down. This helps to protect your company from the effects of natural disasters, theft, and malware.
However, it's best to have a fiber connection that runs at 100 kilobytes per second or more when you're using Mitel MiCloud Office for a call. In addition, the company offers both MiCloud Business and MiCloud Flex. In addition, the company's cloud system has an uptime of anywhere between 99.7 and 100 percent, and customers can get credit on all future bills. The uptime is significantly higher than many other VoIP services, and this can help to ensure that your business runs smoothly.
Mitel offers a variety of on-premises options that can be combined with Mitel MiCloud, but this will require you to install, maintain, and upgrade this system. Furthermore, professional installation is required to set up these options, and the installation and maintenance of the on-premises system can create a significant expense. There are several configurations of their on-premises systems, such as rack top, shelf mount, wall mount, and support. In addition, software and hardware can combine TDM switching architecture and data networking for the on-premises system. Furthermore, there's a telephone system hosted in the cloud, and the contact center is hosted on premises. Many other VoIP services can be somewhat challenging to use, and this can make it difficult for some employees to use these VoIP programs effectively.
The company's customer service is impressive, and the customer support system has been tested. After the company was contacted by phone, they answer calls immediately. Mitel collected necessary information about the business that was calling them during the test. However, you will have to wait to talk to a specialist, but the specialist will be able to answer pretty much any questions that you are likely to have about the business. You usually won't need to wait long to talk to a specialist, and the specialist called back in only 20 minutes when the system was being tested. Not only do they answer questions about how the system works, but they also are able to give price estimates as well.
In addition, the specialists follow up with an email, and this email includes more detailed information about what they discussed. Furthermore, the company's customer support is offered 24/7.
One downside of Mitel is that there isn't enough information about their services on the website, and navigating it can be challenging. Furthermore, there is no FAQ page or user guides.
One other drawback is that it was difficult to find their accreditation status with the Better Business Bureau, and there were listings for their local offices but not the headquarters. Some people have raised concerns that this may mean that there have been complaints against the company that are not easily visible, but there is no evidence that this is the case.
