Mitel Optimizes Customer Operations with Benbria’s Incident Notification Solution

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Benbria BlazeCast™ Enhances Mitel’s Customer Satisfaction and Service Operations Using Inbound and Outbound Cross-media Communications

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Benbria delivers added value to the way we communicate with our field engineers and customers with interactive voice and text notifications delivered cross-media.

Benbria, a leading provider of intelligent incident notification solutions, today announced that Mitel® (Nasdaq: MITL), a leading provider of unified communications software solutions, has deployed Benbria BlazeCast™ to further enhance their outstanding customer service operations with advanced notification, tracking and reporting.

"In an effort to optimize customer service and decrease operating costs, organizations are leveraging unified communications," said Geoff Johnson, Research Vice President, Gartner. "Benbria is enabling organizations such as Mitel to enhance their business operational processes and response times to customer feedback by automating the delivery of vital information to key stakeholders across a variety of communications mediums and devices.”

“Benbria delivers added value to the way we communicate with our field engineers and customers with interactive voice and text notifications delivered cross-media," said Cenydd Burden, Head of EMEA Client Services, Mitel. “The Benbria solution augments our customer satisfaction and service effectiveness with a best practices approach to optimizing communications and efficiencies throughout our customer service operations.”

Intelligent Incident Notification Solution Optimizes Operational Efficiencies

Benbria delivers incremental value to Mitel’s operations by streamlining the notification, accountability, escalation and resolution of customer feedback. Using a multi-modal, unified communications approach, Benbria BlazeCast enables Mitel customer operations to accelerate the customer feedback to resolution process by using a variety of communications channels and devices. Benefits include:

  • Enhance Customer Satisfaction – delivers superior customer experience with real-time, personalized and interactive communications over preferred mediums and devices.
  • Maximize Operational Efficiencies – ensures accountability, escalation and closure of tasks via streamlined notification and acknowledgement.
  • Optimize Response Time -- accelerates the delivery and response of vital information using inbound and outbound cross-media communications.
  • Reduce Maintenance Costs – single unified system for multi-modal communication, response, reporting and management.
  • Improve Transparency – generates real-time reports consisting of auditable record of events on open, acknowledged and closed issues.

"We’re pleased to be working with Mitel on achieving their operational objectives and the high customer service standards their customers have come to expect from a leading technology provider," said Andrea Baptiste, CEO, Benbria. "In addition, BlazeCast offers Mitel valuable insight into their operational performance through powerful real-time reporting capabilities.”

About Benbria

Benbria, a leading provider of intelligent incident notification solutions, delivers a first-of-its-kind multi-modal notification system that enables organizations to increase customer loyalty, improve performance and reduce costs via streamlined communications to employees, customers and targeted groups of people. Benbria BlazeCast® empowers organizations with accountability, escalation and resolution of routine tasks and critical issues by enabling faster delivery and response to vital information through cross-media communications. Headquartered in Ottawa, Canada, Benbria has customers in education, government, retail and industry. For more information visit: http://www.benbria.com

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Tony Busa
Benbria
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