Recent news of Mitel’s financial restructuring has understandably caused concern for many Australian and New Zealand businesses relying on their contact centre solutions, or for those considering implementing their Contact Centre solutions. Customer communication is crucial to all organisations and uncertainty in this area can be disruptive.
Let’s explore how Dynamics 365 Contact Center and Customer Service Hub solutions offer a robust and future-proof alternative, providing stability and advanced capabilities for your business. To help you make an informed decision, let’s compare Mitel’s core offerings against the robust capabilities of Dynamics 365 Contact Center and Customer Service Hub:
MiContact Center vs. Dynamics 365 Comparison
Mitel MiContact Center
Dynamics 365 (Contact Center & Customer Service Hub)
Automatic Call Distribution (ACD)
Mitel MiContact Center
Sophisticated ACD
Dynamics 365 (Contact Center & Customer Service Hub)
Intelligent Routing & Skills-Based Routing
Dynamics 365 offers advanced, AI-driven routing based on skills, presence, and customer context, offering greater flexibility and efficiency compared to standard ACD solutions.
Interactive Voice Response (IVR)
Mitel MiContact Center
Robust IVR
Dynamics 365 (Contact Center & Customer Service Hub)
Power Virtual Agents Integration
Dynamics 365 integrates with Power Virtual Agents, enabling more sophisticated and conversational self-service options, extending beyond traditional IVR capabilities.
Multimedia Routing (Voice, Chat, Email, SMS)
Mitel MiContact Center
Multi-channel Routing
Dynamics 365 (Contact Center & Customer Service Hub)
Omnichannel for Customer Service
Dynamics 365 offers comprehensive omnichannel capabilities with unified routing across all channels, providing a truly seamless customer experience.
Real-Time and Historical Reporting
Mitel MiContact Center
Detailed Reporting
Dynamics 365 (Contact Center & Customer Service Hub)
Advanced Analytics & Dashboards
Dynamics 365 provides extensive real-time and historical analytics, with customisable dashboards and deeper insights powered by AI-driven analysis.
Workforce Management Tools
Mitel MiContact Center
Integrated WFM Tools
Dynamics 365 (Contact Center & Customer Service Hub)
Integrations via partners
Dynamics 365 leverages integrations with specialised third-party WFM solutions, offering flexible options tailored to specific business requirements.
MiVoice Connect Contact Center vs. Dynamics 365 Comparison
Mitel MiVoice Connect Contact Center
Dynamics 365 (Contact Center & Customer Service Hub)
Unified Agent Desktop
Mitel MiVoice Connect Contact Center
Agent Desktop
Dynamics 365 (Contact Center & Customer Service Hub)
Unified Interface & Omnichannel for Customer Service App
Dynamics 365 provides a modern, unified agent desktop with contextual information and integrated tools across all channels, optimizing agent workflow.
Proactive Outbound Campaigns
Mitel MiVoice Connect Contact Center
Outbound calling
Dynamics 365 (Contact Center & Customer Service Hub)
Outbound dialer partner integrations
Third-party integrations expand outbound calling capabilities, catering to diverse campaign requirements.
CRM Integration (Salesforce, Dynamics)
Mitel MiVoice Connect Contact Center
Third party CRM connections
Dynamics 365 (Contact Center & Customer Service Hub)
Native Integration & Extensive APIs
Dynamics 365 excels in CRM integration, with native integration with Dynamics 365 Customer Service and deep API support for other systems.
Mitel CX (Customer Experience) vs. Dynamics 365 Comparison
Mitel CX
Dynamics 365 (Contact Center & Customer Service Hub)
AI-Driven Interaction Routing
Mitel CX
AI-enhanced Interaction Routing
Dynamics 365 (Contact Center & Customer Service Hub)
Intelligent Routing & AI-Powered Routing
Dynamics 365 utilizes advanced AI to analyse customer sentiment, intent, and context for refined and intelligent routing.
Self-Service IVR
Mitel CX
Conversational IVR
Dynamics 365 (Contact Center & Customer Service Hub)
Power Virtual Agents
Power Virtual Agents provides advanced natural language understanding, delivering more sophisticated and intuitive self-service experiences.
Speech Analytics
Mitel CX
Speech Analytics Features
Dynamics 365 (Contact Center & Customer Service Hub)
Conversation Intelligence in Customer Service Insights
Dynamics 365's integrated Conversation Intelligence provides deeper insights into customer sentiment and agent performance.
Quality and Performance Management
Mitel CX
Quality Monitoring and reporting
Dynamics 365 (Contact Center & Customer Service Hub)
Quality Management Capabilities within Customer Service Insights
Dynamics 365 handles quality management within Customer Service Insights, providing advanced analytics and reporting functionalities.
Workforce Optimisation
Mitel CX
Feature rich Workforce Optimisation
Dynamics 365 (Contact Center & Customer Service Hub)
AppSource partners, and native conversation intelligence
Dynamics 365 offers a flexible approach via partners that provide deep integrations, with D365 also offering advanced native conversation intelligence tools.
AI Assistance
Mitel CX
Mitel AI Assistance Features
Dynamics 365 (Contact Center & Customer Service Hub)
Dynamics 365 Copilot and AI Services
Dynamics 365 emphasises its Copilot tools and Microsoft's strong roadmap for AI expansion across the Customer Service product line.
Why consider Dynamics 365 for your contact centre management needs?
- Stability and Reliability: Dynamics 365, backed by Microsoft’s global infrastructure.
- Advanced AI Capabilities: Leverage AI-driven routing, sentiment analysis, and agentic workflows to enhance customer experiences and agent productivity.
- Seamless Integration: Integrate with your existing Microsoft ecosystem and other business applications for a unified workflow.
- Scalability and Flexibility: Adapt to changing business needs with a cloud-based solution that scales seamlessly.
- Local Support: We provide Dynamics 365 Contact Center and Customer Service Hub implementation and ongoing support from Australia and New Zealand.