MUG Newsletter: December 2019 Issue

A few selected articles from the December 2019 issue are presented on this page. To read the full issue, click the button below. Back issues can be found in the Archive box at right.

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7 Reasons CIOs and CTOs are Interested in UCAAS

What’s next for CIOs and CTOs? A move beyond the “information” and “technology” responsibilities of their roles, it seems. According to analyst firm Gartner, driving business growth is now a top priority, even as these executives remain focused on the digital transformations of their organizations.

Business growth, though, is dependent upon the ability to innovate and pivot in a fast-moving competitive landscape. As CIOs and CTOs evaluate how to manage disruption and change, they’re turning to Unified Communications as a Service (UCaaS). Here’s why...

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Case Study: North Yorkshire County Council

A chatbot solution promised to provide the North Yorkshire County Council with a cost-effective way to offset the volume of calls and webchat requests coming into its internal IT service desk.

The internal service desk at the County Council has around eight agents to field a variety of IT issues, from laptop requests to software assistance. It sought a chatbot solution as a way to curb the volume of routine calls and liberate agents so they could respond more thoroughly to service requests. Mitel’s Google AI-powered Virtual Agent offered the perfect solution.

The council was already using MiContact Center Business as its customer experience platform and wanted a chatbot that would integrate with the Mitel solution. Although rolling out web chat was an endeavor the team had expected to be complex, their experience was much simpler thanks to the Mitel solution.

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