Expert Insights

What's the first thing that pops into your mind when considering selling in the public sector? Perhaps you think of how your state government or local city buys the technology they need to keep things running.

In an age of unprecedented speed of change, customer lifecycle management (CLM) is critical for the success of customers and vendors.

For any company in business for over 50 years, no single action – a product, a strategic decision, or even a hire – can ever be pointed to as the thing that resulted in that extraordinary longevity.

Mitel’s strategy is to provide more choice and flexibility than any other vendor. Unlike most communications vendors offering off-the-shelf solutions, Mitel’s unique approach provides customizable options for cloud, deployment, collaboration, and vertical applications. In addition, Mitel helps customers navigate their communications and collaboration journey through its customer lifecycle management (CLM) initiative.

On-prem, private hosted, and hybrid Unified Communications (UC) platforms offer unique advantages for education, hospitality, and retail organizations. Among participating companies in those industries in Metrigy’s Workplace Collaboration: 2023-24 global research study, almost 32% use on-premises UC platforms, while 24.7% use a private cloud solution.

Metrigy’s Workplace Collaboration: 2023-24 global study of 440 organizations find substantial deployment of on-premises and hosted unified communications platforms within financial services and healthcare industry participants. Nearly a third (32.3%) of financial services firms are deployed on-premises compared to 37.5% of healthcare organizations. An additional 22.6% of financial services firms use single-tenant private hosted cloud solutions, as do 12.5% in the healthcare vertical.

The 2023 edition of Enterprise Connect, held in Orlando, FL, brought together even more partners and customers than last year’s successful event. While the agenda included the expected vendor, consultant, and analyst presentations, it also included such activities as morning yoga and running, a booth crawl, and opportunities for attendees to connect during coffee breaks and other activities.

I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.

In the 20th century, customers had far more limited choices than now. You could shop at the hardware store on the corner or the one miles down the road — provided you were in a big enough city to support two hardware stores.

In the first part of my software assurance (SWA) conversation with Melissa Swartz, Founder of Swartz Consulting, and Rick Hathaway, Principal Consultant and Owner of RLH Telecom Solutions, we busted SWA myths and shared best practices for organizations using unified communications.