When we talk to small-to-medium businesses (SMB) about their communications needs, several key themes emerge. First of all, they want a system that just works—totally reliable and something they don’t have to worry about during evenings and weekends. So far, so good.
Another recurring theme is around having a system that can grow and develop with the company. ‘Rip and replace’ is not an ideal scenario for a busy, often fast-growing business that has a low tolerance for any downtime or unplanned financial surprises.
Something else that increasingly comes up is the concept of delivering a great customer experience. Typically, the leadership of the organization have come to the realization that having the best widget at the right price is no longer enough. In today’s highly competitive marketplace, the service wrapper that the company puts arounds it products and solutions has become the key differentiator. This is a trend that all the latest researchers and analysts agree with—delivering superior customer experience results in vastly improved revenue and profit performance.
So there we have it. SMBs want reliability, flexibility and the ability to deliver outstanding customer experience.
The question is, how do we help deliver this with a business phone system? The answer lies in the software that surrounds the PBX (private branch exchange), which is where the industry-leading manufacturers are directing their efforts. This is an entirely logical response, as there’s a limit to the functionality that can be put into a PBX—It’s the applications surrounding the system that deliver the more advanced functionality that SMBs are clamoring for.
While recently meeting with SMB customers, we took some time out to record an industry expert explaining the suite of applications which bring Mitel’s MiVoice Office 250 to life, which help SMBs enjoy increased levels of productivity and revenue growth while delivering great levels of customer experience:
- Learn how Mitel Phone Manager transforms business communications by giving users complete control over all phone features, reducing the need for training and delivering business productivity and customer service enhancements.
- Watch MiContact Center Office being used to efficiently monitor, manage and route calls with real-time business intelligence, for both inbound and outbound contact center agent activity.
- See how MiContact Center Campaign Manager’s progressive dialing vastly improves the productivity of outbound teams and helps businesses proactively engage customers and uncover new revenue opportunities.