Dodging Downtime! Five Best Practices for Communications Network Reliability

2016-10-20T08:48:07+02:00September 29th, 2016|

It’s the kind of scenario that keeps IT administrators up at night: the latest in a string of network failures plaguing airlines, Southwest Airlines recently experienced an outage that resulted in costs of five-to-10 million dollars, according to news reports. The cause? A single malfunctioning router. Facing a complicated labyrinth of equipment of varying ages, vendors and health, it’s a perennial challenge for those managing today’s business communications networks—identifying potential problems before disaster strikes. Fortunately, there are ways to minimize the risk so network admins can sleep at night. Best practice #1: Monitor for insight End-to-end network monitoring not only gives you peace of mind, it provides insight into the health of the devices on your network. Seeing increasing CPU or disk usage? There could be bandwidth congestion as a result of a failing device. On a Mitel network, often what presents as a voice quality problem is in fact caused by a failing or misc..

Don’t Call it a Call Center (Video)

2016-10-20T08:48:07+02:00September 27th, 2016|

In this video blog, Mitel’s General Manager for Contact Center Brian Spencer explains why we need to stop talking about call centers or contact centers and start looking at the bigger picture: building a customer-driven, best practice-focused center of excellence called the customer experience center. Video transcript: Contact centers. It’s a term our industry has been using for a very long time. It’s the place where you see loads of people in cubicles, working on their computers, probably with headsets on, presumably taking and making calls to customers. And they’re disparate throughout the organization. Well, that’s the way that the world used to work. Let me talk about the way the world needs to work. The customer experience center. Businesses have myriad touchpoints through which they reach out to or are reached by customers. Creating a center of excellence that will drive best practices, the right social acumen, the ability to communicate effectively, with empathy, with emotio..

Last Week in Business Communications: September 26, 2016

2016-10-20T08:48:14+02:00September 26th, 2016|

Last Week in Business Communications is a weekly post where we cover some of the notable articles and happenings in the business communication world from the week before. Check back each Monday for your news fix. Mobility is about to enter the post-app era, says Gartner On Computer WeeklyAt an event in South Africa, Gartner analysts look ahead to an era of mobility that goes beyond apps. Read the article > The Key to Superfast 5G Could Be The Use of Gallium Nitride On 5GThe arrival of 5G will bring about higher mobile network connection speeds and greater data capacity. In order to power this boosted performance, however, new base station technology is required. Read the article > 6 ways of protecting your IoT operations On Tech RadarBusinesses are increasingly adopting connected technologies such as wearables and office sensors to streamline operations and boost productivity, and as a result, the Internet of Things (IoT) industry is on the up. Read the article >

How to Survive Team Collaboration Tool Overload

2016-10-20T08:48:14+02:00September 22nd, 2016|

Google “business collaboration tools” and you’ll get 58 million results. Suffice it to say, there’s a proliferation of collaboration tools out there, especially over-the-top (OTT) applications to help your business. Some tools are for chatting, some for conferencing, some for screen sharing, some for file sharing, and so on (to the tune of 58 million results). Most organizations use a large number of tools for communicating, collaborating, and sharing, so it’s easy to understand how workers can feel overwhelmed by the different collaboration tools used between departments and vendors. The company might have an official collaboration tool. But your department uses the free version of another tool for convenience. Another department is running an inexpensive version of the latest, flashiest social/mobile group chat platform. Several people use screen share software from a new startup they just heard about while your vendors are using the old standbys, and somewhere, somebody is still ..

Five Ways SD-WAN Can Give Your Business Network an Edge

2016-10-20T08:48:14+02:00September 21st, 2016|

Imagine this: You’re hosting an online company-wide webinar. To prepare, you have several brainstorming sessions, spend hours discussing what you want to cover and stay up to the wee hours creating an awesome presentation. You are ready. You are going to rock. You open the webinar and attendees start rolling in. Colleagues are excited and ready to see what you have. The webinar starts. Your introduction is great and the first comment pops up. Sweet! You are already engaging your audience! Then you read the comment. “I can’t hear you. The sound keeps going in and out.” One of the most dreaded comments any webinar presenter can hear. More comments start popping up about bad connections, choppy sound and major delays. Needless to say it’s a rough beginning to your webinar. You power through it and it was an OK session in the end, but it could have been great. So what went wrong? The webinar software? Bad luck? Network reliability redefined Most likely it was your network connecti..

Last Week in Business Communications: September 19, 2016

2016-10-20T08:48:14+02:00September 19th, 2016|

Last Week in Business Communications is a weekly post where we cover some of the notable articles and happenings in the business communication world from the week before. Check back each Monday for your news fix. Enterprise network access policies must change to account for IoT On Computer WeeklyWith IoT devices set to outnumber notebooks, smartphones and tablets by more than three times, businesses will need to adjust their network access policies to keep things running smoothly, says Gartner. Read the article > Commercial 5G services forecast for launch in 2020 On UC InsightCommercial 5G services are expected to launch in 2020, reaching 24 million global subscribers within the first 12 months, according to research house Ovum’s inaugural 5G Subscription Forecasts. Read the article > Why politics is encouraging the hybrid cloud On Tech RadarCould multinationals turn to regional data centres to meet compliance regs? Read the article >

What Does Unified Communications Mean to Me? (Personal Definitions)

2016-10-20T08:48:14+02:00September 16th, 2016|

Ask around and you’ll probably find that there are more definitions for unified communications than there are unified communications vendors. Some definitions focus on technology, others on access, others on identity, and the list goes on. But what is common through practically every definition of this often-debated term is the idea of making communications easier and more seamless to make life better for companies, their workers, their vendors, their customers and everyone in between. So instead of trying to offer up our own, singular definition of unified communications, we thought we’d take a different approach. Below, you’ll find a survey of definitions analysts, crowdsourcing, major publishers—and uniquely personal perspectives from individual people that span life-long telecom insiders to the newly initiated. Have a definition of your own you’d like us to consider including in this post? Email us at or tweet us at @Mitel. Perspectives from the web As one of th..

For CHEO, the Most Important Call Center KPI is Community Engagement

2016-10-20T08:48:14+02:00September 14th, 2016|

The Children’s Hospital of Eastern Ontario (CHEO) is one of the busiest emergency departments for children in Canada, caring for half a million kids from across Ontario, Quebec and Northern Canada each year. CHEO is also known for its pediatric research, pioneering breakthrough research in areas like genetics of rare disease, mental health, oncology and emergency medicine. CHEO prides itself on innovation—not just that which improves care at CHEO itself, but innovation that improves pediatric healthcare around the world. But for CHEO, patient care goes beyond cutting-edge research and equipment. Recognizing the toll illness takes on its patients (from infants to 17-year-olds) and their families, CHEO offers a number of social supports to make life as normal as possible for the children in its care, as well as their parents and siblings. Whether it’s the clown making children laugh, the therapy dogs offering cuddles, or the social workers that offer consultations and financial guidance..

Last Week in Business Communications: September 12, 2016

2016-10-20T08:48:14+02:00September 12th, 2016|

Last Week in Business Communications is a weekly post where we cover some of the notable articles and happenings in the business communication world from the week before. Check back each Monday for your news fix. Cloud security processes need to mature, says panel On Computer WeeklyMany organisations still need to adapt their business practices to ensure security in the cloud, according to a panel of IT leaders. Read the article > A mobile-first strategy improves employee productivity, study finds On Network WorldOrganizations that are mobile ‘pioneers’ saw a 16% boost in productivity, as well as increases in creativity and loyalty. Read the article > UC EXPO 2015 – The Future of Unified Communications – Panel Debate On UC InsightUC EXPO 2015 – The Future of Unified Communications – Panel Debate. Read the article >

What IoT and M2M Mean for Your Business (Video)

2016-10-20T08:48:14+02:00September 9th, 2016|

In this video blog, Mitel’s General Manager for Contact Center Brian Spencer breaks down IoT (Internet of Things) and M2M (machine to machine), and explains the impact these technologies have on your business. Using examples from the healthcare and service industries, Brian highlights how leveraging IoT and M2M can provide loyalty-building proactive and preventative services for a sustainable competitive advantage. Video transcript: IoT. M2M. What do those acronyms mean? And do they have an impact on your business? IoT is the Internet of Things. M2M: machine to machine communications. Now, you may think, “I don’t produce machines, what does that have to do with me?”, and you’ve seen the silly commercials years ago where the refrigerator was connected to the Internet and it was able to order milk when it ran out – “how does that impact my business? Is that even a real thing?” The IoT and M2M – Internet of Things and machine to machine communications – they can have a valuable impact..

Nine Office Trends Redefining Online Collaboration

2016-10-20T08:48:14+02:00September 6th, 2016|

Technology helps us all adapt our lives, and businesses are no exception. But the way people use technology continues to shift at a quickening pace and consumer behaviors and expectations are bleeding into business environments, creating new requirements and new ways of doing business. To adapt, you have to understand the factors at play, which is why we’re going to look at several important office trends that are redefining the way people collaborate online. 1. Using more outsourced resources Freelancers and consultants fill a wide assortment of roles depending on a company’s size, priorities and policies. Whether enterprise or SMB, some companies use the expertise of outside resources to provide a necessary perspective, service, or advice to help business. Other companies use outsourced workers as a way to quickly scale up and down—improving their agility and flexibility. In fact, according to the SMB Group in its 2016 communications survey, 28 percent of SMBs outsource IT manageme..

Last Week in Business Communications: September 05, 2016

2016-10-20T08:48:19+02:00September 5th, 2016|

Last Week in Business Communications is a weekly post where we cover some of the notable articles and happenings in the business communication world from the week before. Check back each Monday for your news fix. UAE firms look to light fidelity technology to enable IoT applications On Computer WeeklyLED-based connectivity slated as key component of internet of things-related deployments. Read the article > Devops and cloud: Great together, great apart On Info WorldDevops and cloud computing go together like chocolate and peanut butter, but you can have one without the other. Read the article > How video conferencing in the cloud can transform business collaboration On Tech RadarAs confidence to deliver services and applications in the cloud gathers pace, video conferencing as a service (VCaaS) is starting to evolve. Read the article >

Webinar: Exclusive IT Insights from the San Diego Padres on Mobility, Contact Center and Cloud

2016-10-20T08:48:19+02:00September 1st, 2016|

Join us for a webinar with Major League Baseball’s San Diego Padres! Hear how changing customer expectations, employee mobility and the rigors of hosting the 87th annual MLB All-Star Game inspired a major technology overhaul, including: A move to the cloud Technology integrations in the contact center Unified communications and team collaboration applications Step behind the scenes in this exclusive interview with Ray Chan, Director of Information Technology for the San Diego Padres. What you’ll learn: How the Padres use mobile collaboration tools to keep an internal network of world travelers, scouts and road warriors connected anywhere in the world How the Padres call center was redesigned to deliver personalized customer experiences and ensure optimal productivity What key benefits of the cloud influenced the Padres to make the switch from their premises-based system Exclusive IT Insights from the San Diego Padres: Mobility, Contact Center and Cloud Tuesday, September 13, 20..