Featured Image for the blog: Mitel Customers are Migrating to SharpenCX for their CCaaS/UCaaS Solution

You don’t have to settle for RingCentral.

If you’re a current Mitel MiCloud or ShoreTel Connect customer, you might be wondering what the path looks like for your business’s CCaaS/UCaaS future. MiCloud customers are limited in options with a forced move to RingCentral, while ShoreTel Connect customers are left with no choice to move forward at all – dealing with absolute legacy obsolescence.

You might be feeling stuck with no option as to where your UCaaS is headed. But, here’s the good news: there are other cloud-native, all-in-one CCaaS/UCaaS providers in the market. Take a moment, do a bit of research on what else is out there, and evaluate the best option for your business’s unique needs. 

SharpenCX is here to make sure you don’t have to deal with legacy obsolescence ever again. If you’re an existing Mitel premise, ShoreTel, or Toshiba customer, SharpenCX is a great alternative to move you into the cloud, without even missing a step – and here are a few reasons why.

Gain advanced functionality and interoperability.

Modern tools have made interactions more efficient and effective, but bolting on new tools can make your workflows fragmented. SharpenCX is the connective tissue that effortlessly links your tools and data together. Our out-of-the-box integrations coupled with our open REST APIs give you the freedom and flexibility you need to build custom solutions. You’ll be able to streamline your customer’s journey and your agent’s workflows, while keeping data secure. 

Integrating with Microsoft Teams

With our MS Teams integrations, your customers will be able to connect with the right person, at the right time.

Integrating with Salesforce

Access all the SharpenCX features inside your Salesforce environment, without bouncing between systems.

Integrating with Zendesk

Process payments and view historic customer data by integrating SharpenCX with Zendesk, the ultimate easy-to-use customer support tool.

Integrating with ServiceNow

Reduce wasted time for your agents and personalize your customer interactions by combining SharpenCX and ServiceNow.

Simplify your tech stack with an all-in-one architecture.

Company leaders are often allowed to choose the technology products they want and create the processes surrounding these products. Over time, these applications add up – and before you know it, you have a jumbled mess of software solutions that overlap, become underutilized, and waste more money than they are worth. Although well-intentioned, an omnichannel platform that results from bolting together several of these disparate systems delivers real problems to both the end-user and your larger organization. 

How do you solve this problem? Simplify your tech stack. This means, reviewing your current list of applications, auditing them to see what overlaps and is underutilized, and reducing systems to streamline your tools. 

Simplifying your tech stack to a manageable, all-in-one solution, like SharpenCX, can help your organization:

  • Reduce risk
  • Increase ROI
  • Become more agile
  • Lower overhead
  • Improve productivity
  • Simplify your processes

As your business grows, it’s natural that your contact center’s requirements become more sophisticated. SharpenCX’s all-in-one platform has everything you need, minus the headaches of bolted together applications.

Level up agent performance with AI & automation capabilities.

When customers have questions or encounter problems, they’re looking for resolution as quickly and efficiently as possible. Waiting on hold for an agent to help with something simple, like a password reset or common question, can be very frustrating. Automating menial and repetitive tasks has huge impacts on both your agent’s workload and your customer’s satisfaction. Intelligent Virtual Agents (IVAs) empower your customers with self-service options while letting  your agents focus on tasks that truly need agent support. 

With the all-in-one, cloud-native SharpenCX platform, through our low-code/no code development, you can easily build your IVAs for the channels your customers want (voice, SMS, chat, and more). When a customer’s interaction requires more assistance, the IVA will seamlessly transfer the interaction to a live, human agent. With IVAs, your customer support is not limited to business hours. Your night owl customers will be able to seek assistance no matter the hour.

Don’t let your valuable call center data go to waste.

You have loads of contact center data – are you taking action on it? With SharpenCX, you get the data reports you need, how you need it. Use default report templates or build custom reports for free with your own defined metrics. Choose the insights that matter to your organization and cut out the noise of unnecessary information. Take the insights you receive from your reports, and improve your day-to-day operations. 

If you need support on the data science side, our data science team will work with you to create the reports and understand the insights – all for free. When you work with SharpenCX, you’ll also get to join a network of other SharpenCX customers to share insights and analytics, and learn how other leaders across the globe are improving their contact center operations.

Customer Feature: Centricity

With many contact center reporting problems moving their customer service operations to a work anywhere model due to outdated, on-premise systems, Centricity “didn’t lose a step” switching over to SharpenCX. Using SharpenCX’s omni channel cloud contact center platform, Aaron Feinberg, Vice President of Operations at the insurance powerhouse, had his team working virtually within a day “without missing a beat.” Feinberg said, “Our remote working environment continues operating as business as usual.”

What’s next?

Being forced to move to a solution without feeling like you have any say is frustrating, to say the least. But the truth is, you do have a say. There are a lot of options in the CCaaS/UCaaS space. Before you settle on the solution your company is being squeezed into, it’s important to evaluate the other options in the market that may be a better fit for your business.  

When you opt for an all-in-one contact center platform, you gain the advantages of:

  • Simplifying your tech stack
  • Advanced functionality and interoperability
  • A more manageable architecture
  • AI and automations that satisfy your customers and make agents more productive
  • Key data and insights that you can use to improve your contact center operations

Moving your CCaaS/UCaaS over to a new platform and simplifying your tech stack may seem a bit daunting, but you don’t have to worry – our team makes it easy. We’ll help you make a seamless transition and ensure you’re up and running in no time at all. Learn more about the SharpenCX platform.