Techaisle Blog

Digital Enhanced Cordless Telecommunications (DECT) technology is a prime example of innovation and practicality in an era characterized by swift technological advancements. With its origins dating back to the latter half of the 20th century, DECT technology has evolved into a sophisticated communications network that redefines cordless phone communication standards. Mitel, a leading communication solutions provider, has been at the forefront of this evolution, offering DECT features such as over-the-air synchronization, enhanced signal strength, advanced security protocols, voice encryption, and reliable connectivity. The company’s commitment to innovation is further underscored by the impending launch of its 700d Series phones.

In addition to its DECT offerings, Mitel also provides the MiCollab app—a comprehensive communication solution designed to enhance collaboration. Among its many advanced features is Meetings—a multi-party video conferencing solution. The app’s most recent update (MiCollab 9.7 SP1) introduces several new features we will examine in detail.

Mitel: A Significant Player in the DECT Market

The global multicellular DECT market is fiercely competitive, with many companies competing for a share of the market. In 2022, Atos Utility and Alcatel-Lucent Enterprise held 18% and 15% of the market share, respectively. Companies such as Ascom Wireless, Yealink, Snom, and Avaya each had less than 10% of the market. Mitel stood out as the market leader, holding approximately one-fifth of the market share by consistently providing modern, comprehensive, and reliable solutions.

As the DECT market continues to evolve, competitors are focusing on differentiating their products by introducing solutions specific to various industries, improving audio quality, and adding mobile features to meet the diverse needs of their clients. Organizations are looking for solutions tailored to their unique requirements, and DECT players are responding by delivering innovative communication solutions that meet and exceed expectations and enhance connectivity.

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 initiative.

Mitel understands the importance of CLM in adopting UC and has made it a critical initiative. Mitel provides partners and customers with extensive CLM, data, and analysis to effectively plan their communications and collaboration solutions as part of its business strategy.

Techaisle data shows that 47% of SMBs and 49% of core & upper midmarket firms are focused on business resiliency enablement to manage change and uncertainty. At the same time, 27% of midsized businesses are targeting investments for growth and long-term success. In response to increasing business operating costs, economic uncertainty, and rising interest rates, customers are seeking communication solutions that are both flexible, effective, and affordable long term. Further, the shift towards hybrid work has increased the requirements of unified communications (UC) systems connecting individuals in different locations. 32% of SMBs and 22% of upper midmarket firms’ employees are expected to be hybrid. Updating UC systems to meet these changing requirements can be complex.

Future-ready businesses are seeking communications solutions that are agile, adaptive, transformative, flexible, and empowering. Thus, many organizations require guidance on the most efficient ways to invest in and modernize communication solutions. This is where customer lifecycle management (CLM) comes into play. By aligning an organization's goals with the UC technology being adopted or upgraded, CLM helps streamline the UC adoption process, ensuring that communication solutions are optimized to meet business objectives. As a result, CLM helps organizations maximize business value for customers and future-proof their investment in UC.

Mitel's approach to CLM

Mitel has differentiated itself from its competitors in the communication solutions industry by adopting a customer-centric approach that provides flexibility and choice throughout the communications lifecycle. Its CLM approach is designed to support customers using on-premise, hybrid, or cloud solutions. It has two main strategies – UC (communication and collaboration tools) and migrations (moving customers from on-premise or hybrid solutions to the cloud) – to ensure customers receive value and flexibility, regardless of their current solution.

Mitel's CLM approach focuses on delivering customer value in three key areas. Firstly, it adds value to existing customers' businesses by understanding their needs through innovative analytics. Secondly, it targets vertical markets such as healthcare, hospitality, state, local, and education (SLED), which require a private or hybrid cloud model due to security and regulatory requirements. Lastly, its strategic partnership with RingCentral helps customers migrate to public cloud solutions when most appropriate per their needs.

Techaisle survey data reveals that organizations have unique communications needs with a mix of infrastructures: on-prem, public cloud, private cloud, or a hybrid solution. A one-size-fits-all approach is only viable for some. It is a customer choice issue. Today, on-premises UC solutions are dominant, with 88% of organizations using some on-premises UC solutions. However, 44% are combining on-prem solutions with cloud solutions. Cloud communications solutions are also on their long-term plans, with 47% either evaluating or moving their on-prem communications to the cloud. However, customer choice and complexity create decision inertia for 64% of firms. Hence partners become the guiding beacon to manage the customer communications adoption lifecycle.

Techaisle’s latest commercial segment survey research data shows that for 92% of firms, customer experience solutions and employee experience platforms are a priority. In addition, 69% of mid-market firms are already planning investments in modernizing their customer-facing and employee productivity and communications solutions. Modern communication solutions are essential for 84% of firms, driving improved customer and employee engagement. Hence, 48% of these firms are either investing in or planning to invest in Unified Communications (UC) solutions. However, data also shows no one-size-fits-all approach to business communications solutions.

Partner commitment

We are hearing from partners that Mitel is firmly committed to supporting customers wherever they are in their communications journey with flexible, future-proofed solutions. Mitel’s portfolio of flexible, modern options is available any way that customers prefer to buy them: CAPEX options; subscription options; and a complete range of private, hybrid, and on-premises deployment options. Mitel’s UC Platform MiVoice Business improves the business experience by unifying all communication and collaboration needs into a single platform, providing greater deployment flexibility and superior customer lifecycle management. In addition to MiVoice Business’s private, public cloud, and on-premises deployment options, customers can choose a subscription model. Progressive and committed Mitel reseller partners are taking note of Mitel’s approach to solving a customer’s business communication requirements throughout their communications journey.

Mitel’s overall philosophy for unified communications (UC) is enabling customers with broad flexibility to deploy what they want and purchase solutions how they want. A key differentiator of Mitel’s has been its belief that one size does not fit all. That belief is supported by a recent Techaisle global study revealing that 44% of firms use multiple communication platforms. On-prem unified UC solutions dominate in 88% of firms, but in 56% on-prem capabilities co-exist with cloud solutions. All these options are choices that Mitel supports with its Customer Lifecycle Management approach, recently bolstered by its exclusive UCaaS partnership with RingCentral.

Mitel - RingCentral UCaaS momentum - “A Differentiated and Evolved Partnership”

Mitel is not just partnering with RingCentral but doing even more by optimizing the complete migration experience through collaborative processes, migration tooling, device transfers, and exclusive incentives providing Mitel customers a world-class UCaaS solution and a clear, flexible path toward the future. Mitel is actively integrating numerous capabilities with the RingCentral MVP (Messaging, Voice, Phone) platform to enhance the whole experience for customers. The first example of this broad integration was evident just five months following the RingCentral partnership when Mitel launched its first set of certified devices – the 6900 series phones – which work seamlessly with RingCentral MVP. Customer choice and experience extend into a well-thought-through onboarding process, enhanced by Mitel’s Migration Assist Package, which introduces automation and accuracy while migrating customers 75% faster than industry standards. Customers migrating to less than a hundred seats can take advantage of these free implementation services. The free service is very generous as it includes access to an Implementation Advisor who also schedules discovery and training sessions and unlimited access via toll-free number for follow-up questions and assistance on system setup. Mitel partners or RingCentral provide professional services for customers with more than a hundred seats.

Mitel’s partnership with RingCentral has seen significant momentum, migrating over 100,000 seats in the first six months of the exclusive relationship.

The RingCentral – Mitel partnership is highly differentiated from others in the market, including RingCentral’s relationship with Avaya. From the outset, Mitel has distinguished itself from Avaya and others with superior pricing and purchase flexibility, ease of deployment and migration, professional services, and training. Although Avaya is widely considered to have a composable CPaaS offering, Mitel’s CloudLink technology with APIs and integration capabilities are yet to be fully utilized by developers and partners. Additionally, the compensation received from RingCentral fuels investments in core Mitel unified communications R&D and innovation and potential future merger and acquisition activities.