Mitel Gets Contact Center Makeover, Completes Atos Acquisition

Via a fresh update and acquisition, Mitel looks to transform its product portfolio

Mitel Gets Contact Center Makeover, Completing Atos Acquisition - CX Today News
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Published: October 6, 2023

Rory Greener

Rory Greener

This week, global leader in business communications Mitel announced the acquisition of Unified Communications and Collaboration (UCC) and Communication and Collaboration Services (CCS) leader Unify – the acquired firm is also part of the Atos group.

The terms of the purchase were not unveiled. However, the nevertheless valuable acquisition merges each firm’s user base while expanding Mitel’s global reach and influence.

Tarun Loomba, the President and CEO of Mitel, added:

This is a transformative milestone for the Mitel and Unify teams and for the broader communication and collaboration industry. Unify brings a strong geographic footprint, rich portfolio, deep enterprise expertise, and talented team that perfectly complement Mitel’s strengths. I am truly excited about the future we will build together and the critical communications innovation we will deliver for our customers, partners, and employees.

Moreover, Mitel’s product portfolio gained a new update, introducing a trove of features for enterprise clients. Together, the news provides Mitel with an added level of global leadership in its market.

Mitel Acquires Unify

Mitel notes that the acquisition launches the firm into the “number two position” in global market share for enterprise UC solutions. Moreover, the firm claims that the purchase propels Mitel into the “number one position” for UC solutions in Europe, the Middle East & Africa (EMEA) region – as well as gaining a leadership spot in various individual countries.

Moreover, the purchase expands Mitel’s influence as a market leader across the multi-cell Digital Enhanced Cordless Telecommunications (DECT) in Latin America and other countries.

The firm also explained that the acquisition enables Mitel to continue and enhance its presence across customers in vertical markets such as healthcare, public sectors, hospitality, and financial services.

According to Mitel, with its now greatly expanded regional influence, the firm reaches roughly 75 million users across 100 countries. The firm’s outreach includes an “expanded community” containing approximately 5,500 resellers, service providers, technology, and strategic alliance partners.

Alongside its acquired user base, the partnership also allows Mitel to supply its clients with
Unify brand tools such as voice platforms, collaboration, contact center products, devices, and endpoints; via its product portfolio.

Marcus Hänsel, Mitel’s Chief Sales Officer, also added:

I am very optimistic about the potential that lies ahead for customers, partners, and employees. It has been a privilege to lead Unify to this pivotal moment as a resilient, profitable and growing business, and I am confident that the union of our two organizations will not only strengthen our market position but also drive innovation, growth, and lasting success.

MiContact Center Business Version 10.0 Debuts

In addition to its Unify acquisition, Mitel updated its MiContact Center Business (MCCB) solution to version 10.0, significantly improving the customer service pipeline for agents and supervisors – according to George Despinic, the Product Marketing Manager at Mitel.

Among its updates, Mitel’s updated MCCB product provides call center clients with a lineup of fresh usability features.

For example, MCCB v10.0 gives businesses new ways to efficiently communicate with customers. A new MCCB feature sends near-instant text messages to customers requesting a callback or informing a customer of their queue wait time.

The updates also increase the efficacy of social media outreach, notably on Facebook and WhatsApp platforms. The social media integration allows businesses to send messages without requiring Meta’s messaging API.

The update also improves the MCCB UI framework, making the platform more accessible for those with a visual impairment or those who rely on assistive technology.

The UI updates also Iimprove the client experience more broadly by providing custom dashboards for the MCCB BI system.

CCaaSMergers and Acquisitions

Brands mentioned in this article.


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