Techaisle Analyst Insights

The adoption of contact center solutions among SMBs is growing, with a mix of on-premises, cloud-based, and hybrid approaches being considered. Many SMBs are transitioning from traditional systems to more modern solutions, with many planning or actively implementing cloud-based contact centers. Techaisle survey shows that SMBs seek specific features in their contact center solutions that best align with their operational needs and customer service goals. While many features are highly valued, smaller businesses and midmarket firms have slightly different priorities. Smaller businesses often value features that improve customer feedback and accessibility, while midmarket firms tend to prioritize features that assist their agents and streamline workflows.

Exceptional customer experiences are no longer optional for small and medium-sized businesses (SMBs) striving for growth and profitability – they are essential. In today's competitive landscape, customer experience is a key differentiator, directly impacting brand loyalty and revenue. Seamless, satisfying interactions boost customer retention and attract new business in a market saturated with choices. SMBs understand that exceeding customer expectations is paramount to long-term success, driving the need for advanced contact center solutions.

This need is clearly reflected in a Techaisle survey of 5,050 SMB and midmarket firms (defined as 1-99 employees for small businesses, 100-999 for core midmarket, and 1,000-4,999 for upper midmarket, with quotas set by employee size). Customer experience is a top priority for 84% of SMBs, ranking just behind cloud, security, and generative AI. Contact center usage is also widespread: 76% of small businesses (excluding home-based and single-employee retail) and 90% of core midmarket firms utilize at least one type of contact center. Furthermore, nearly half (49%) of all SMBs are either using or planning to implement cloud-based contact center solutions.

A key finding is that 84% of SMBs prioritize both customer experience (CX) and employee experience (EX), signaling a growing demand for Unified Experience Platforms (UXPs) to streamline both internal and external communications. The convergence of Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS), and traditional Unified Communications (UC) will accelerate, reflecting the understanding that seamless EX and CX are inextricably linked and vital for success.  As a result, UXPs offering integrated solutions that improve collaboration, data sharing, and operational efficiency across departments will be highly sought after.  Vendors offering comprehensive UXP solutions that effectively address both employee and customer needs will be well-positioned for success in the SMB market.

By adopting a UXP, SMBs can expect to:

• Streamline internal communication: fostering a more connected workforce through improved team collaboration and increased productivity.
• Enhance customer interactions: delivering superior customer service, boosting satisfaction, and building stronger relationships.
• Gain a competitive edge: simplifying operations, increasing efficiency, and thriving in a dynamic market.

Pandemic has changed how businesses operate, employees work, customers purchase and goods/services get delivered. This has also changed how small and midmarket firms are evaluating their core, cloud and edge technology needs to address their accelerated digital transformation objectives of cost efficiencies, operational excellence, innovation, business growth, organizational empowerment and customer intimacy. Clearly, core infrastructure has evolved to meet future digital transformation demands, but the question is how are small businesses and midmarket firms planning to adopt forward-facing solutions, like Artificial Intelligence, 5G, AR/VR, IoT, analytics and several others. There is a general sense within the SMBs that these advanced solutions will increase insight into and control over key aspects of their business operations and deliver benefits in different ways and to different ends.

Remaining true to the core belief of tracking the future of SMBs and channel partners, Techaisle studied global SMBs to determine future, planned and likely adoption patterns of several technology areas. The study of SMB and Midmarket digital transformation trends identified top 15 technology categories where the adoption growth rates will likely be highest in the next six months to a year. There are some surprises, for example, chatbots (for customer responsiveness), 5G (for enhanced mobility), open source (for cloud management, modernization and lower TCO), AI (for customer experience, security, operations) and several expected, for example, SD-WAN, HCI, WVD/VDI/DaaS and UCaaS.

Digital Enhanced Cordless Telecommunications (DECT) technology is a prime example of innovation and practicality in an era characterized by swift technological advancements. With its origins dating back to the latter half of the 20th century, DECT technology has evolved into a sophisticated communications network that redefines cordless phone communication standards. Mitel, a leading communication solutions provider, has been at the forefront of this evolution, offering DECT features such as over-the-air synchronization, enhanced signal strength, advanced security protocols, voice encryption, and reliable connectivity. The company’s commitment to innovation is further underscored by the impending launch of its 700d Series phones.

In addition to its DECT offerings, Mitel also provides the MiCollab app—a comprehensive communication solution designed to enhance collaboration. Among its many advanced features is Meetings—a multi-party video conferencing solution. The app’s most recent update (MiCollab 9.7 SP1) introduces several new features we will examine in detail.

Mitel: A Significant Player in the DECT Market

The global multicellular DECT market is fiercely competitive, with many companies competing for a share of the market. In 2022, Atos Utility and Alcatel-Lucent Enterprise held 18% and 15% of the market share, respectively. Companies such as Ascom Wireless, Yealink, Snom, and Avaya each had less than 10% of the market. Mitel stood out as the market leader, holding approximately one-fifth of the market share by consistently providing modern, comprehensive, and reliable solutions.

As the DECT market continues to evolve, competitors are focusing on differentiating their products by introducing solutions specific to various industries, improving audio quality, and adding mobile features to meet the diverse needs of their clients. Organizations are looking for solutions tailored to their unique requirements, and DECT players are responding by delivering innovative communication solutions that meet and exceed expectations and enhance connectivity.

Techaisle’s latest commercial segment survey research data shows that for 92% of firms, customer experience solutions and employee experience platforms are a priority. In addition, 69% of mid-market firms are already planning investments in modernizing their customer-facing and employee productivity and communications solutions. Modern communication solutions are essential for 84% of firms, driving improved customer and employee engagement. Hence, 48% of these firms are either investing in or planning to invest in Unified Communications (UC) solutions. However, data also shows no one-size-fits-all approach to business communications solutions.

Partner commitment

We are hearing from partners that Mitel is firmly committed to supporting customers wherever they are in their communications journey with flexible, future-proofed solutions. Mitel’s portfolio of flexible, modern options is available any way that customers prefer to buy them: CAPEX options; subscription options; and a complete range of private, hybrid, and on-premises deployment options. Mitel’s UC Platform MiVoice Business improves the business experience by unifying all communication and collaboration needs into a single platform, providing greater deployment flexibility and superior customer lifecycle management. In addition to MiVoice Business’s private, public cloud, and on-premises deployment options, customers can choose a subscription model. Progressive and committed Mitel reseller partners are taking note of Mitel’s approach to solving a customer’s business communication requirements throughout their communications journey.