8x8 vs Mitel contact centre platform comparison

Both 8×8 and Mitel contact centre platforms are equipped with powerful features designed to enhance customer service operations, making them leading providers in the CCaaS space. Both solutions offer core functionalities such as inbound and outbound calling, call routing, interactive voice response (IVR), and call recording. They also support omni channel communication, enabling seamless engagement across voice, email, chat, and social media channels.

Opus is a trusted 8×8 partner and a Mitel Platinum partner in the UK.

What are the main differences between Five9 and Mitel?

Five9 Contact Centres

Why choose a 8x8 contact centre?

8×8 offers an AI-enabled, omnichannel cloud contact centre solution aimed at empowering agents and enhancing customer engagement across various communication channels.

Key 8×8 contact centre features include:

Omnichannel Support
Facilitates seamless interactions across voice, chat, email, and social media, ensuring consistent customer experiences.

AI Enhancements
Utilises artificial intelligence to provide intelligent routing and virtual assistants, improving response times and customer satisfaction.

Unified Communications
Integrates contact centre functionalities with broader communication tools, fostering collaboration within the organisation.

8×8’s recent platform enhancements include AI-generated post-meeting summaries and action items, as well as AI summarisation for speech analytics, further improving productivity and efficiency.

Talk to us about 8x8

Mitel Contact Centres

Why choose a Mitel contact centre?

Mitel offers a range of communication solutions including contact centre applications designed to enhance the customer experience.

Mitel contact centre platforms include:

Private or hybrid deployment options

Mitel offers flexible deployment options, enabling businesses to choose between private cloud, hybrid, or on-premises solutions to best meet their security, control, and scalability needs.

MiContact Centre Enterprise
Transforms traditional voice-only call centres into omni channel contact centres, supporting interactions across voice, email, chat, SMS, and social media.

MiContact Centre Business
An enterprise-grade, AI-powered platform that enhances customer journeys and keeps employees productive and engaged.

Cloud Contact Centre powered by CXone
Provides a centralised application across multiple sites, streamlining operations with global routing and reporting across channels and locations.

Mitel’s contact centre solutions focus on delivering flexible, all-in-one customer interaction management platforms that cater to various business sizes and industries.

Talk to us about Mitel

Opus only partner with market leading contact centre vendors

Our guide will help you to understand which areas of your current contact centre can be transformed

If you are working on the balance between delivering high-quality customer experience and maintaining financial stability within your contact centre you’ll find our guide useful as it explains how this can be achieved using innovative features.

READ THE GUIDE

How to best determine whether Five9 or a Mitel contact centre platform is best for your business needs

Are you looking for a cloud based platform?

8×8 is a fully cloud-based CCaaS platform, ideal for businesses seeking scalability, flexibility, and cost-effectiveness, especially for remote teams. Mitel Contact Centre offers both cloud and hybrid solutions, making it a strong choice for businesses needing on-premise infrastructure or integration with Mitel’s UC suite.

Do you require an omnichannel solution?

For customer engagement, 8×8 supports omnichannel communication (voice, video, chat, SMS, email, and social media), while Mitel is better suited for those already using Mitel UC solutions. In terms of AI and automation, 8×8 provides AI-powered virtual assistants, speech analytics, and automation, whereas Mitel typically focuses on call routing and workforce management.

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Opus provide an outstanding and consistent service wrap

Our contact centre support services ensure quick issue resolution, reduced operational costs and proactive problem-solving giving you added peace of mind that your contact centre is fully supported to perform optimally around the clock.

NET PROMOTER SCORE

Month on month we survey our customers to ensure our customer experience levels remain consistently high

CUSTOMER SATISFACTION

97.5 %

CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus

FIRST TIME FIX ON A P1

99.2 %

We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents

Some of the businesses Opus already support

View our specialist contact centre services

Workforce Optimisation

Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.

Quality Management

Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.

Voice of the Customer

Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.

Voice of the Employee

Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.

Conversational Analytics

Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.

Interaction Analytics

Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.

Reporting Analytics

Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.

Conversational AI

Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.

Find out more about our contact centre services

We work with over 800 clients across the UK. Get in touch and see how Opus can deliver value to your business.

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Reigate Office

London Court
39 London Road
Reigate
Surrey
RH2 9AQ

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London Office

60 Cannon Street
London
EC4N 6NP