In the world of Unified Communications (UC), Mitel is a big player. With their MiVoice Business platform, they offer robust phone capabilities and seamless integration into many systems. That’s why it’s no surprise that DVSAnalytics’ workforce optimization (WFO) platform is the ideal partner for Mitel’s UC platform. In this blog post, we will go over the advantages of an integration between Encore and Mitel MiVoice Business, and how a utilities company in the southeastern US was able to maximize this integration for success.

Mitel & DVS: The Perfect Match Made for WFO

Utilizing a unified communications (UC) platform like Mitel MiVoice Business has many advantages. It is robust and feature-rich, while still remaining affordable and easy to use. Combined wth DVSAnalytics’ interaction recording solution, users of the integrated platform can track various data points in customer interactions to  help improve the quality of those interactions. The low TCO of Encore makes it an affordable solution for businesses of all sizes. Further, Encore’s simple and familiar interface eliminates the need for users to learn a new product, making it simple for them to get started. This combination makes Mitel and DVS a great choice for businesses looking to improve their customer experience.

Mitel and DVS work together to provide a cohesive UC platform that can grow with your business. With DVS, you can easily integrate with current and legacy Mitel solutions, as well as other leading UC platforms. This allows you to move forward with your communications platform without having to worry about compatibility issues. Encore’s call recording and analytics capabilities are the perfect way to quickly gain insights into customer interactions, allowing businesses to improve their customer service and operations. 

Mitel and DVS are a perfect match because of their compatibility and affordability. Encore allows users to switch between platforms without having to purchase a new license, which makes the transition easier and less expensive. Additionally, Mitel’s voice quality is top notch, ensuring clear communication for your team.

How DVSAnalytics’ Encore Helped Cobb EMC Cut Costs and Improve Quality

Cobb EMC was looking for a way to cut costs and improve the quality of their unified communications platform. The nature of this field requires contact center agents to communicate with both customers and employees for items such as maintenance or even emergencies. For this reason, Cobb EMC needed a solution that could seamlessly integrate with their Mitel MiVoice Business system in order to provide the best customer experience possible.

Cobb EMC turned to DVSAnalytics’ Encore, which is platform agnostic, and was able to effortlessly port over to the new Mitel 3300 – MiVoice system. This allowed Cobb EMC to improve their communication capabilities while also saving money and additional training in the process. In leveraging Encore’s concurrent license model, Cobb EMC was able to cut costs and improve quality. The flexibility of the model meant that agents could access the platform from anywhere, while only paying for licenses as needed ensured that they weren’t overspending. The result was a cost-effective solution that improved the quality of their agent-customer interactions.

The final result? DVSAnalytics’ Encore has helped Cobb EMC cut costs and improve quality while providing an easy way to deploy and implement the solution. With Encore, Cobb EMC can now quickly and easily analyze interactions between the control center and field employees, which allows them to identify and address any potential problems in communication efforts.  Encore has proved itself to be the better option with a lower price tag.