8x8 vs Mitel MiVoice Business
Learn what the differences are between 8×8 vs Mitel MiVoice Business and find which option is best for your business.
Which XCaaS Service is Right For Your Needs?
Large businesses with hundreds or thousands of eager customers need to have an effective and in-depth communications system – for both internal and external communications – if they wish to serve their customers and their colleagues as thoroughly as possible. Without a company-wide communications system in place that’s easy to use and easy to expand, companies face the threat of mismanaged communications, communication loopholes and lost productivity – all of which can result in serious financial losses for businesses as they begin to lose customers due to seemingly ineffective practices.
At Elite Group, we’ve partnered with two of the biggest and best unified communication providers in the world – 8×8 and Mitel – to offer their products to businesses eager to perfect their communications. But which is right for your business?
What is 8×8 XCaaS?
One of the premier communications technology companies today, 8×8 has emerged as a force to be reckoned with in the business communications space. With over 3 million business users worldwide taking advantage of its various communications solutions – including fast food powerhouse McDonald’s – 8×8 is trusted and consistently touted by many as the go-to provider of large-scale communications solutions. Plus, with over 35 highly secure data centres scattered across the globe and 24/7 support, it’s no wonder they’re so revered in the industry.
The 8×8 eXperience Communications platform gives team members at all levels of a business the tools they need to communicate with customers and each other through a single cloud-based application that was designed with a user-friendly interface. A simple, easy-to-grasp interface combined with powerful integration capabilities makes the 8×8 XCaaS platform the ideal choice for businesses everywhere – from growing businesses to large multinational corporations, adhering to industry standards for security and scalability.
Intelligent Customer Assistant
With 90% of customers expecting online self-service support, it’s safe to say this is a crucial element in modern sales. AI-driven solutions, like the 8×8 Intelligent Customer Assistant, meet this need. This innovative tool provides personalised omnichannel support, handles a wider range of queries, and seamlessly routes complex issues to agents, ultimately freeing up staff for valuable, critical tasks, boosting overall business productivity.
Contact Centre Advanced Analytics
To boost revenue, businesses must utilise contact centre data. 8×8 eXperience contact centre analytics goes beyond sales figures to offer speech analytics and other valuable insights, examining customer and agent interactions. This deeper analysis determines effective approaches, tones, and language, leading to streamlined experiences, improved customer retention, and higher profits, while also identifying agent training needs.
Workforce Engagement Management
When many colleagues interact with customers, pinpointing performance issues is tough. 8×8’s Workforce Engagement Management and Quality Management tools solve this by automatically analysing interactions. This identifies the precise training needed to fix declining sales or communication issues quickly. Additionally, 8×8 collaboration tools ensure teams communicate in real-time to align priorities.
Seamless Collaboration and Connectivity
8×8 XCaaS provides a single, unified platform, consolidating your contact centre, voice, video, and chat. This eliminates managing multiple vendors and disconnected systems. Agents gain a full customer journey view, easily connecting with experts across the business in real-time. This seamless collaboration improves First Contact Resolution and boosts efficiency across the entire organisation.
What is Mitel MiVoice Business?
Another tremendously popular communications provider, Mitel has been around as a company for 50 years and has grown and evolved alongside new and emerging technologies. Today, they are ranked as one of the top 3 business communications providers globally, with 35 million customers across 100 countries. They are the provider of choice for various businesses and establishments, including Liverpool University and North Yorkshire County Council, to name but a few.
The Mitel MiVoice Business platform also offers users a flexible and easy-to-use communications platform, incorporating the best UCaaS features, while also delivering a huge list of features that make it an ideal choice for businesses seeking something slightly different. Especially those managing remote teams. Op top of this, Mitel offers integration with Google Workspace that ensures that businesses can enhance their communications while leveraging familiar tools for email, calendar management, and documents.
What are the features and benefits of MiVoice Business?
Flexible Deployment
While many UCaaS solutions (and similar) are cloud-based for ease of access and management, this option doesn’t always suit every business. Some businesses still value keeping an element of control over their communications solutions. That’s why MiVoice Business is deployable via the cloud, on-site or a combination of the two, for ultimate flexibility. This way, businesses can access the tools however they see fit in a way that works for them.
MiCollab and MiTeam Meetings
With an emphasis on inter-team collaboration, the MiCollab and MiTeam Meetings apps allow teams working on the same projects to become even closer. Offering a single virtual location for teams to work, collaborate, share ideas and make important updates to files, teams can quickly and easily gather their collective thoughts and put them to use in the advancement of the business – even when everyone is working in separate locations.
MiVoice Business Console
The perfect tool for high-volume inbound call setups, the MiVoice Business Console is an office attendant and teleworker’s go-to interface to handle everything they need concerning answering or transferring inbound customer calls. As the software is entirely digital-based, it can be utilised by workers in the office or home environments, so no customers are ever left waiting longer than they should be, no matter where your team is based. Call history support allows handlers to instantly view a customer’s previous interactions, so they can be transferred straight back to the right person if a call is dropped.
Scalability and System Resilience
MiVoice Business is built to grow with your organisation, letting you easily scale from tens to thousands of users across numerous locations. The system features built-in redundancy and failover capabilities, which are designed to ensure critical communications remain active. This gives you peace of mind that your service is reliable and protected against downtime.
Which Omnichannel Communication Solution is Best For My Business?
While both the 8×8 XCaaS and Mitel MiVoice Business systems offer enticing features and benefits that would make them both a fantastic choice for many businesses, the key difference between the two – and potentially the deciding factor – is the difference in deployment model. While 8×8 boasts an impressive and widely used cloud-based platform, Mitel also emphasises giving businesses the option to host their phone system on-site, along with their various payment options. So, if you are seeking a well-reviewed, all-around communications and contact centre solution for your business, 8×8 will serve you well, all from one platform. However, if you value versatility in your communications and the option to house your systems on your premises, without sacrificing good features and benefits, a Mitel MiVoice business solution may be best for your business needs.
Why Choose Elite?
If the above benefits and features sound like they would make a welcome addition to your business's current communications efforts, speak to us at Elite Group. As trusted partners of both 8×8 and Mitel, we are relied upon by both companies to offer their services to businesses everywhere. With over two decades of experience delivering business technology solutions to satisfied customers – both large and small – we are ideally positioned to assist your business in its communications and help you best utilise the available tools, so you can improve your prospects, reach new customers and boost company revenue. Our team of highly trained, experienced and accredited product specialists is on hand to answer any questions you may have, ensuring you make the correct decision for your business the first time around. Dedicated account management is also available, making sure your chosen solution is always fit for purpose. Plus, our reliable support is available to answer queries, deal with technical issues and help you maximise your solutions to their fullest. If you have any questions about the above products or questions about our services in general, speak with an Elite expert today. Looking for an internet telephony service provider you can trust to manage your VoIP communications? Call Elite Group today on 0344 875 8880 or fill out our contact form here, and one of our specialists will be in touch soon.