Guides
Guides on communications, Teams and contact centre
Answers to the questions we hear most often: how AI helps customer service in the contact centre, how Teams Phone connects to the phone network and your PBX, what a PBX support contract should include and how to keep your telephony running when something goes wrong.
Guides
Contact centre and AI
How AI and automation help in customer service, how Mitel CX and Teams fit together, and how to give cases a clear process.
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AI in the contact centre: what it can do and how to get started
What AI actually helps customer service with, and what a good rollout takes.
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Mitel CX and Microsoft Teams: how they work together
How the contact centre and Teams fit together, and what needs to be checked.
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Automate with Mitel Workflow Studio
Concrete example workflows, and how to start with a limited pilot.
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Case management for property companies: from fault report to satisfied tenant
How to bring fault reports and enquiries into one process, so that tenants get updates and nothing gets lost.
Guides
Teams and telephony
How Teams connects to the phone network, your operator and your PBX, and what an SBC does.
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Direct Routing or Operator Connect?
Four ways to connect Teams to the phone network, and which one suits you.
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Teams and your existing PBX: coexistence and gradual migration
How to let Teams and your PBX work together while you move at your own pace.
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Dynamics 365: from ACS Direct Routing to Teams Direct Routing
What to inventory and test before you make the switch.
Guides
PBX, support and continuity
For organisations with a PBX today: lifecycle, support contracts, switching support provider and telephony that must not stop working.
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PBX lifecycle and end of life: extending its life safely
What manufacturers’ lifecycles mean, and how to keep your PBX secure for many years to come.
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PBX support contract: what it should include
Response times, updates, software assurance and remote access: what the contract should say.
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Switching PBX support provider: how the takeover works
Inventory, access rights, licences and a parallel period, so that nothing is lost.
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Upgrade or replace your PBX?
Decision support for organisations that run MX-ONE or OpenScape today.
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Redundancy and failover for telephony
Dependencies, backup routes and how to test that continuity holds.
Glossary
The terms explained
What is an SBC, a SIP trunk or an IVR? The glossary explains each term in one sentence.
Let’s talk about your communications
Tell us where you stand today with your PBX, Teams or contact centre, and we will come back to you with a proposal. It costs nothing to ask.