Mitel Strengths, Domain Expertise, and Key Differentiators
Mitel is a global business communication company powering more than two billion business connections, helping businesses and service providers connect, collaborate, and provide innovative services to their customers. As of 2021, Mitel’s innovation and communications experts serve more than 70 million business users in more than 100 countries.
Mitel Networks Corporation is a telecommunications company providing unified communications solutions for business. The company previously produced TDM PBX systems and applications, but after a change in ownership in 2001, it now focuses almost entirely on Voice-over-IP (VoIP) products.
In July 2018, Mitel integrated with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centers. Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers. The solution integrates with partners like Mitel that customers already work with for easy integration into their systems.
Mitel Recent Developments
In November 2021, Mitel appointed its Chief Product Officer Tarun Loomba, as the new Chief Enterprise Officer.
In May 2020 Mital launched a wholesale enterprise communications and collaboration solution built on Google Cloud. MiCloud Flex on Google Cloud delivers optimal performance for mid-market and enterprise organizations and offers new revenue streams for the channel community.
MiCloud Flex is available on Google Cloud as a wholesale offering in the United States, the United Kingdom, and France. The solution provides mid-market and enterprise organizations greater choice in cloud models and ensures higher levels of performance and customization, while also offering Mitel channel partners more opportunities for growth. MiCloud Flex leverages Google Cloud’s secure infrastructure and a global network of high availability data centers to facilitate reliable, secure communications while also supporting the stringent compliance requirements of heavily regulated industries like healthcare, government, education, and finance.
Mitel Mergers and Acquisitions (M&A) Activities
In April 2018, Mitel Networks Corp had been acquired by London-based Searchlight Capital Partners for $2 billion. Searchlight operates offices in London, New York, and Toronto. Specializing in equity and debt acquisition, it's no stranger to enterprise IT vendors, having previously invested in cloud computing firm Rackspace. It’s also a familiar player in Canadian markets, having acquired apparel retailer Roots in 2015 and taking it to an initial public offering last year.
In September 2017, Mitel completed its acquisition of ShoreTel for $430 million. With this addition, Mitel has accelerated its move-to-the-cloud strategy, shifting into the #2 market share position for UCaaS (Unified Communications as a Service) globally as customers worldwide look for cloud and cloud-capable solutions to digitally transform their businesses.
Mitel Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Mitel applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Mitel and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified MiCloud Contact Centers, MiContact Center Business / Enterprise, Teamwork, MiCollab, NuPoint Unified Messenger, MiCollab Advanced Messaging, customers.
Mitel Overview
Ownership: - Searchlight Capital Partners
Number of Employees: 4200
Functional Markets: Collaboration, CRM, IaaS,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communications, Construction and Real Estate, Consumer Packaged Goods, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil, Gas and Chemicals, Professional Services, Retail, Transportation, Utilites,
Mitel Key Enterprise and Cloud Applications
MiCloud Contact Centers, MiContact Center Business / Enterprise, Teamwork, MiCollab, NuPoint Unified Messenger, MiCollab Advanced Messaging,
Mitel Revenues, $M:
| Type/Year | 2019 | 2020 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Mitel Revenue Breakdown By Type, $M:
| Type | License | Prof. Services | Hardware | Support & Maintenance | SaaS | PaaS | IaaS | Other (Non Enterprise Application Revenues) | Total |
|---|---|---|---|---|---|---|---|---|---|
| % of Total Revenues | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | 100% |
| Revenues, $M | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
Mitel Enterprise Applications Revenues By Functional Markets, $M:
Mitel Enterprise Applications Revenues By Verticals, $M:
Mitel Revenues By Region, $M
| Region | % of Total Revenues | 2020 Total Revenues, $M | 2020 Enterprise Applications Revenues, $M | 2020 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
Mitel Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Mitel Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Mitel Customers
No. of Mitel Customers: 25000
No. of Mitel Enterprise Applications Customers: 25000
No. of Mitel Cloud Customers: x
No. of Mitel Cloud Subscribers: 4.7 million
More than 25,000 organizations rely on Mitel contact center solutions as the backbone for their customer engagements.
Among its customers are Carlsberg Breweries, Hyatt Hotels Corporation, Pacers Sports and Entertainment, Harrow School, Lovejoy Independent School District, Brightside Insurance and Warranty Solutions, Whitney National Bank, Weightmans, The Wise Group, Iconstruye, Carlson Wagonlit, and many others.
Mitel Market Opportunities, M&A and Geo Expansions
In November 2021, after being challenged by Microsoft in the very dynamic market for Unified Communications-as-a-Service (UCaaS), RingCentral and Mitel strike a blow by announcing a strategic agreement. Under the terms of the agreement, the former competitor, RingCentral, becomes the new exclusive UcaaS partner to Mitel's customer base of more than 35 million users. Also, RingCentral will pay $650 million to acquire Mitel's IP rights and patents covering network and call management, security, and infrastructure. As part of the deal, Mitel's investor group, led by affiliates of Searchlight Capital, will invest $200 million into RingCentral.
In August 2018, Mitel introduced MiCloud Engage Contact Center, a highly-insightful Contact Center-as-a-Service (CCaaS) platform, and the latest release of MiCloud Flex, a Mitel flagship UCaaS solution. The solution powers omnichannel communications and combines innovative technologies with deep analytics and real-time reporting, enabling businesses to make data-powered decisions across every part of their organization.
Mitel Risks and Challenges
In recent years it's noticeable that Mitel had been in perpetual leadership change. In 2019, Richard McBee resigned and was replaced by Mary McDowell as the new CEO, and she, in turn, was replaced by Tarun Loomba in 2021. Also, in 2021, the company named Daren Finney as its first-ever Senior Vice President of Global channel sales and added new leaders in Cloud Operations, Channel Sales, Service Delivery, and Market Intelligence. The constant changes in the top leadership positions may reflect an absence of coherent business strategy of the company. changes Mitel’s trajectory,
Mitel relies on their channel partners (which includes their wholesale distribution channel) for a significant component of their sales and so disruptions to, or their failure to effectively develop and manage, their distribution channel and the processes and procedures that support it, could have a material adverse effect on their ability to generate revenues.
Mitel Ecosystem, Partners, Resellers and SI
In May 2021, Five9 Inc. entered into a new strategic partnership with Mitel. Mitel will feature the Five9 Intelligent Cloud Contact Center as its exclusive contact center as a service (CCaaS) partner for its worldwide client base. Together, Five9 and Mitel will provide a holistic offering for organizations that value an integrated Contact Center and Unified Communications solution as part of their overall collaboration and total experience strategy. Mitel’s global customer base and vast channel partner ecosystem will now have access to the full breadth of the Five9 product portfolio – including the core Five9 Platform, Workforce Optimization (WFO), Intelligent Virtual Agents (IVA), Agent Assist, and Workflow Automation (WFA).
Mitel has four key types of technology partnerships: strategic alliances, operational partners, affiliates, and solution alliances. Mitel's products, solutions, and services are primarily sold in an indirect go-to-market model in approximately 100 countries through over 4,000 channel partners, distribution partners, and master agents.
Mitel Cloud Infrastructure Insights
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Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
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