Mitel is a dominant provider of business telephony and unified communications solutions, and Microsoft Teams is one of the most popular collaboration and conferencing services. It makes perfect business sense to leverage the strengths of each of these platforms. Here are the main features and benefits of integrating Mitel and Microsoft Teams that you need to know.
The Basics and Weaknesses of Microsoft Teams
Microsoft Teams is a chat-based, unified communications as a service (UCaaS) tool that’s built for business communications and collaboration. It offers chat, file sharing, video and audio conferencing, calling and more. The pandemic drove the need for dispersed workforces to collaborate, and with the ubiquity of Windows for businesses and reasonable fees for users (for paid tiers), Microsoft Teams was a natural choice for a remote workforce communications solution.
However, Microsoft Teams was not designed as a complete enterprise PBX and lacks many core features that enterprise companies with complex phone systems require, from advanced call routing to 24/7 support. External calls require a separate Microsoft Calling Plan, and the cost of purchasing the licenses and call plans can quickly become much more expensive than dedicated business phone systems. Lastly, the central apps for Microsoft teams are also geared toward internal communications, which requires separate solutions for customer facing tasks.
Where Mitel Shines
Mitel is a world-wide leader in PBX phone systems and unified communications solutions. Whereas Microsoft Teams struggles with price and performance for external call functionality, Mitel’s business phone capabilities are enterprise grade and offer many avenues for cost control. Because Mitel offers a range of their own unified communications tools, their PBX phone systems are built for the type of integration that Microsoft Teams requires. When combined with an omnichannel customer service platform like Mitel MiVoice Connect Contact Center, integrating Mitel and Microsoft Teams unlocks a world of new features and benefits.
What Are the Features of Integrating Microsoft Teams with Mitel Phone Systems?
For businesses that own on-premises Mitel phone systems that are bringing employees back to the office, even in hybrid setups, integration leverages their investment in both Mitel and Microsoft. The result is a unified communications platform that benefits all employees, whether they are working remotely or in the office.
Enterprise-Grade Calling, Routing, and Softphone within Microsoft Teams
With no additional hardware, users can make and receive calls from within Microsoft Teams from any location and with any Teams-enabled device. The Mitel phone system retains call center and advanced routing and call merging capabilities, which gets customers to the best call center agent as quickly as possible.
Seamless Shifts Between Communication Channels and Extensions
With a simple hotkey, users can shift from a Microsoft Teams chat to a voice call. Extensions like MiTeam Meeting and Mitel Assistant enable users to instantly launch video meetings from within Microsoft Teams, or see their voicemail, contacts, or make calls and more directly from a Chrome browser.
Secure File Sharing and Easy Schedule Coordination
Mitel Assistant also enables users to securely access, share, and collaborate on files with automatic synching and history tracking, ensuring version accuracy and control. Full integration with Microsoft Outlook enables easy meeting scheduling and updates.
What Are the Benefits of Integration?
Increased Employee Productivity
By unifying communications and collaboration tools, employees will become more responsive, engaged, and even accurate at their jobs. For example, up to 80% of surveyed employees said that inefficient communication was a major source of stress at work.1 And a Michigan State University study found that it only takes a 2.8-second interruption to double the rate of errors.2
With the proliferation of remote work and hybrid work across industries, communication is both more complicated and important than ever. By unifying communications and collaboration—and strengthening them with enterprise-grade telephony—businesses can make it easier for employees to perform at their best.
Increased Customer Satisfaction
56% of people around the world have stopped doing business with a company because of poor customer service.3 72% of people feel that having to explain their issue to multiple agents is a definition of poor customer service.4 Advanced call handling, routing and merging with rock-solid external call reliability is a necessity to make customers satisfied. When combined with a unified suite of communications and collaboration tools that keep employees productive and engaged, a business will be better positioned to succeed in a post-pandemic world.
The Value of Expert Support in Mitel and Microsoft Teams Integration
Every business is different, and every business has its own infrastructure, carrier service, and unique requirements. When coupled with the many different types of Mitel phone systems and communication solutions, you need a dedicated expert to ensure that your Mitel and Microsoft Teams integration is tailored to your business. Without that expertise, you may miss out on many of the cost savings and efficiencies that an integration has to offer.
Your business deserves the best of communications and collaboration.
Customer expectations have become more demanding and work environments are continuing to evolve. With the right team implementing a Mitel and Microsoft Teams integration, you ensure the highest performance at the lowest price point.
Contact IPC Tech today to get the best of both worlds.
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