Techaisle Blog

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.

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.

Mitel’s overall philosophy for unified communications (UC) is enabling customers with broad flexibility to deploy what they want and purchase solutions how they want. A key differentiator of Mitel’s has been its belief that one size does not fit all. That belief is supported by a recent Techaisle global study revealing that 44% of firms use multiple communication platforms. On-prem unified UC solutions dominate in 88% of firms, but in 56% on-prem capabilities co-exist with cloud solutions. All these options are choices that Mitel supports with its Customer Lifecycle Management approach, recently bolstered by its exclusive UCaaS partnership with RingCentral.

Mitel - RingCentral UCaaS momentum - “A Differentiated and Evolved Partnership”

Mitel is not just partnering with RingCentral but doing even more by optimizing the complete migration experience through collaborative processes, migration tooling, device transfers, and exclusive incentives providing Mitel customers a world-class UCaaS solution and a clear, flexible path toward the future. Mitel is actively integrating numerous capabilities with the RingCentral MVP (Messaging, Voice, Phone) platform to enhance the whole experience for customers. The first example of this broad integration was evident just five months following the RingCentral partnership when Mitel launched its first set of certified devices – the 6900 series phones – which work seamlessly with RingCentral MVP. Customer choice and experience extend into a well-thought-through onboarding process, enhanced by Mitel’s Migration Assist Package, which introduces automation and accuracy while migrating customers 75% faster than industry standards. Customers migrating to less than a hundred seats can take advantage of these free implementation services. The free service is very generous as it includes access to an Implementation Advisor who also schedules discovery and training sessions and unlimited access via toll-free number for follow-up questions and assistance on system setup. Mitel partners or RingCentral provide professional services for customers with more than a hundred seats.

Mitel’s partnership with RingCentral has seen significant momentum, migrating over 100,000 seats in the first six months of the exclusive relationship.

The RingCentral – Mitel partnership is highly differentiated from others in the market, including RingCentral’s relationship with Avaya. From the outset, Mitel has distinguished itself from Avaya and others with superior pricing and purchase flexibility, ease of deployment and migration, professional services, and training. Although Avaya is widely considered to have a composable CPaaS offering, Mitel’s CloudLink technology with APIs and integration capabilities are yet to be fully utilized by developers and partners. Additionally, the compensation received from RingCentral fuels investments in core Mitel unified communications R&D and innovation and potential future merger and acquisition activities.