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Mitel Optimizes Customer Operations with Benbria's Incident Notification Solution

By Rajani Baburajan
TMCnet Contributor

Benbria, a provider of intelligent incident notification solutions, announced that Mitel, a provider of unified communications software solutions, deployed Benbria BlazeCast to improve their customer service operations with advanced notification, tracking and reporting.

Utilizing a multi-modal, unified communications approach, BlazeCast streamlines the notification, accountability, escalation and resolution of customer feedback and adds value to Mitel's (News - Alert) operations.

Benbria BlazeCast is designed to enable Mitel customer operations to accelerate the customer-feedback-to-resolution process by using a number of telecom channels and devices, company officials said.

“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 at Mitel, in a statement.

“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,” Burden added.

Other benefits offered by Benbria solutions include enhancement of customer satisfaction, increase in operational efficiencies, optimization of response time, reduction in maintenance costs and improved transparency.

“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 of Benbria. “In addition, BlazeCast offers Mitel valuable insight into their operational performance through powerful real-time reporting capabilities.”

In addition to enhancing the operational processes, Benbria improves response times to customer feedback by automating the delivery of vital information to key stakeholders across a variety of communications mediums and devices, company officials said.

Benbria solutions ensure accountability, escalation and closure of tasks via streamlined notification and acknowledgement. These solutions also accelerate the delivery and response of vital information using inbound and outbound cross-media communications.

In related news, BlazeCast was the winner of the 2009 INTERNET TELEPHONY Excellence Award presented by INTERNET TELEPHONY magazine.