--- title: "Mitel: Customer Engagement Strategy That Transforms Business" description: Mitel Reveals How the Right Customer Engagement Strategy Can Completely Transform Your Business – UniVoIP image: https://www.univoip.com/hubfs/Imported_Blog_Media/UniVoIP-ContactCenter-1-3.jpg --- [![logo-univoip-white](https://www.univoip.com/hubfs/site-files/logo-univoip-white.svg "logo-univoip-white")](https://univoip.com/?hsLang=en-us) - Products - [Cloud Voice for Microsoft Teams](https://www.univoip.com/products/cloud-voice-for-microsoft-teams/?hsLang=en-us) Streamline your communications with our cloud-native Teams voice solution. - [UCaaS - OfficeConnect™](https://www.univoip.com/products/ucaas-office-connect?hsLang=en-us) Get the tools you need to enable your team to collaborate anywhere – on any device. - [Contact Center](https://www.univoip.com/products/contact-center/?hsLang=en-us) Enhance the customer experience with our omnichannel cloud contact center solution. - Partners - [Why Partner With UniVoIP?](https://www.univoip.com/why-partner?hsLang=en-us) Give your clients better communications solutions and support when you partner with UniVoIP. - [Why Choose UniVoIP?](https://www.univoip.com/why-univoip?hsLang=en-us) Collaborate better, innovate faster, and enhance CX across all channels with UniVoIP. - About - [Our Company](https://www.univoip.com/meet-univoip?hsLang=en-us) We power growth for our partners and customers with the most innovative technology in the industry. - [Resources](https://www.univoip.com/resources?hsLang=en-us) Stay up-to-date with the latest case studies, podcasts, and more from UniVoIP. - [Blog](https://www.univoip.com/blog) Get the latest news and blog posts curated by cloud communications experts from UniVoIP. - Get in Touch - [Request a Quote](https://www.univoip.com/request-a-quote?hsLang=en-us) Ready for seamless unified communications with high-touch aftercare? Request a customized quote today. - [Customer Support](https://www.univoip.com/customer-support?hsLang=en-us) Need help? Access Service Control, view the Help Center, or contact our customer support team here. - [Contact Us](https://www.univoip.com/contact?hsLang=en-us) Access our general contact form, phone numbers, and address here. EN ES [Login](https://univoip.cloud/) [Help Center](https://help.univoip.com/) Published: 21 Jul 2016 # Mitel Reveals How the Right Customer Engagement Strategy Can Completely Transform Your Business [Business Phone Systems](https://www.univoip.com/blog/tag/business-phone-systems) ![](https://www.univoip.com/hubfs/Imported_Blog_Media/UniVoIP-ContactCenter-1-3.jpg) The term “contact center” often conjures up an image of large numbers of agents handling incoming and outgoing calls all day, every day. In some cases, this is an accurate interpretation. > **“However, Gartner predicts that by 2020, customers will manage 85 percent of their relationship with an enterprise without interacting with a human”** With this in mind, it’s clear that [contact center](http://www.mitel.com/solutions/call-center-and-customer-experience-solutions) technology is going to increasingly drive digital engagements and organizational workflows. The focus is on removing departmental silos to ensure the full context can be brought to every single customer interaction and engagement. ### A busy port tackles complex logistics By way of example, a European sea port had a challenge connecting their large database of lorry drivers to incoming ships full of containers that needed ongoing transportation around the continent. The drivers were typically paid a day-rate, so the company needed a system to ensure that they efficiently allocated jobs, and then accurately and quickly paid for the work they’d completed. This may sound simple, but with one of the world’s busiest sea ports and a very large number of contract drivers, this was proving a complex scenario to manage well, and was potentially open to error and fraud. The port ultimately worked with us to design a system that integrated our contact center with the company’s ERP (enterprise resource planning) system. As a new ship arrives in the port, the ERP system calculates the number of trucks, forklifts and cranes required and the contact center then automatically contacts the drivers by SMS. The driver responds by SMS, directly back into the contact center, indicating acceptance of the job in the ERP system. The driver then receives the destination by SMS and makes the delivery. Goods-in confirms the delivery by SMS, and the driver is automatically flagged for payment. ### Keeping trucks rolling at a manufacturer Similarly, a large truck manufacturer wanted to ensure fast, efficient, consistent and cost-effective repair and recovery when one of its vehicles suffered a breakdown. With their new system, in the event of a breakdown, the driver makes a quick call or SMS into a centralized contact center. The agent uses a desktop manager application to locate the nearest approved repair and recovery service, with an SMS triggering a callout to the truck location. The truck is repaired, confirmed by SMS and the contact center generates a ticket (with the call recording and SMS attached as an audit trail). Payment is then automatically processed via ERP integration. ### Automating new advantages in place of human error In both cases, the company used contact center technology and its close integration with the ERP system to facilitate a series of automated workflow processes to minimize human involvement and associated error. The organizations both ended up with an effective solution that both improved efficiency and removed costs. **To read the full article, visit our partner’s blog at [mitel.com](http://www.mitel.com/blog/ent/2016/07/how-right-customer-engagement-strategy-can-completely-transform-your-business).**  OUR BLOG ## Lastest blog posts Tool and strategies modern teams need to help their companies grow. [![UniVoIP Achieves Calling for Microsoft Teams Advanced Specialization](https://www.univoip.com/hubfs/AWARD%20BANNER.png)](https://www.univoip.com/blog/univoip-achieves-microsofts-calling-for-microsoft-teams-advanced-specialization?hsLang=en-us) [Business Phone Systems](https://www.univoip.com/blog/tag/business-phone-systems) [Cloud Voice for Microsoft Teams](https://www.univoip.com/blog/tag/cloud-voice-for-microsoft-teams) [Microsoft Teams](https://www.univoip.com/blog/tag/microsoft-teams) ### [UniVoIP Achieves Calling for Microsoft Teams Advanced Specialization](https://www.univoip.com/blog/univoip-achieves-microsofts-calling-for-microsoft-teams-advanced-specialization?hsLang=en-us) El Segundo, CA – November 28, 2025 – UniVoIP, a leading provider of cloud communication solutions, ... [![UniVoIP Expands Cloud Voice For Teams With Operator Connect](https://www.univoip.com/hubfs/univoip-feat-operatorconnect.jpg)](https://www.univoip.com/blog/univoip-expands-cloud-voice-for-microsoft-teams-operator-connect?hsLang=en-us) [News](https://www.univoip.com/blog/tag/news) [Cloud Voice for Microsoft Teams](https://www.univoip.com/blog/tag/cloud-voice-for-microsoft-teams) [Operator Connect](https://www.univoip.com/blog/tag/operator-connect) ### [UniVoIP Expands Cloud Voice For Teams With Operator Connect](https://www.univoip.com/blog/univoip-expands-cloud-voice-for-microsoft-teams-operator-connect?hsLang=en-us) UniVoIP, a leading provider of cloud communication solutions, announced today the expansion of its ... [![How Nonprofits Upgrade Communication With UniVoIP's Cloud Voice](https://www.univoip.com/hubfs/Untitled%20design%20(3).svg)](https://www.univoip.com/blog/adopting-cloud-voice-non-profits-journey-to-microsoft-teams?hsLang=en-us) [Technology](https://www.univoip.com/blog/tag/technology) [Cloud Voice for Microsoft Teams](https://www.univoip.com/blog/tag/cloud-voice-for-microsoft-teams) ### [How Nonprofits Upgrade Communication With UniVoIP's Cloud Voice](https://www.univoip.com/blog/adopting-cloud-voice-non-profits-journey-to-microsoft-teams?hsLang=en-us) The Challenges of Outdated Telephony Systems For many non-profit organizations, communication is a ... 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