Press release

Mitel Ranks Highest in Mid-Market and Enterprise for Customer Satisfaction for Premises and Hosted PBX Solutions

Sponsored by Businesswire

In a recent worldwide study surveying 3,500 IT managers, Mitel® edged
out 15 technology providers to earn the top spot in customer
satisfaction among mid-market and enterprise segments in six out of 10
measurements, beating the industry average in nearly all. Results of the
survey, conducted by strategic research company Eastern Management
Group, appear in the 2018 Premises and Hosted PBX Customer Satisfaction

The report is designed to serve as a guide in helping customers navigate
the vendor selection process while also offering providers a way to
benchmark against competitors and gain customer perception insights.
Provider ratings cover a range of areas in three key categories:
product, vendor experience and customer delight. The six measurements in
which Mitel emerged as the leader were purchase experience,
installation, support, management tools, contact center experience, and

More than ever before, success in business requires consistently
delivering an exceptional customer experience, from end to end and
across all touchpoints. This reality informs Mitel’s dedication to exceeding
customer expectations
and its strategy for enabling companies to
deliver extraordinary experiences for their own customers. Mitel offers
businesses of all sizes a broad portfolio of public cloud, private cloud
and on-site solutions for powering seamless communications and


“Mitel has helped Connect Group optimize a well understood and mature
business to enable further business opportunities, increase the use of
customer self-serve and ultimately improve customer service
responsiveness. The combination of best total cost of ownership and
service excellence underpins our long-term relationship,” said Richard
Webb, CIO, Connect Group.

“Building and retaining customer loyalty is harder than ever before.
Advances in technology are driving ever-higher expectations, but they
also offer companies more opportunities to carve out an advantage over
their peers if they pay attention to what customers want and flawlessly
deliver,” John Malone, CEO, Eastern Management Group, Inc. “The results
of our survey show that Mitel is striving to do that by bringing
together every element of the customer journey to ensure an experience
that’s memorable for all the right reasons.”

“Our customers are increasingly measured based on the user experience
they provide, and we know that they hold us to that same high standard,”
said Michael Jakubiak, Senior Vice President, Global Services and
Support, Mitel. “Whether public or private cloud deployment model, we’re
relentlessly focused on the continued improvement of how our customers
interact with Mitel. It is with great pride that we have been recognized
by Eastern Management Group for our performance in delivering an
exceptional customer experience.”

Additional Facts

  • Mitel is trusted by more than 70 million users each day to provide an
    exceptional communications and collaboration experience.
  • Mitel is the only brand recognized across the Gartner Magic Quadrants
    for Contact Center, Unified Communications and Unified Communications
    as a Service.
  • Mitel ranks among the top three brands for business communications in
    North America and is the leading supplier in Western Europe (source:

Related Materials

About The Eastern Management Group
The Eastern Management
Group is an American technology company. We are one of the top
communications research and consulting businesses in the world. Since
our founding in 1979, we have maintained a concentration on global
markets and vertical industries. And because we know products, services,
applications, markets, suppliers and customers, we can conduct research
and consulting assignments that meet our clients’ needs.

About Mitel
A global market leader in business
communications powering more than two billion business
connections, Mitel helps businesses and service providers connect,
collaborate and provide innovative services to their customers. Our
innovation and communications experts serve more than 70 million
business users in more than 100 countries. For more information, go to and
follow us on Twitter @Mitel.

Mitel is the registered trademark of Mitel Networks Corporation.

All other trademarks are the property of their respective owners.