WebRTC World Feature Article

January 29, 2016

Mitel, FieldAware Implement Joint Field Service Management Solutions


Organizations that rely on field service management, pay attention: Mitel and FieldAware will be integrating their solutions to develop new, adaptive technology for the field. Mitel announced the joint venture at their Mitel Next event in Berlin and also had execs and staff on hand at ITEXPO where it was also participating this week.

Companies with large, mobile workforces need reliable communication technology. Often, those companies take on mission-critical, life-or-death challenges. Think of home health nurses, utilities workers, emergency responders: without a stable and reliable field service solution, lives and livelihoods may suffer.

That’s where Mitel and FieldAware step in. Mitel’s real-time cloud communication expertise, a staple of its overall business model, will now power FieldAware’s cloud-based field service management solutions. Mitel’s advanced solutions, already well-respected within enterprise tech circles, will now leverage FieldAware’s inroads and experience in extended mobile networks.

FieldAware users will now enjoy a host of Mitel features, including adaptable ETA figures sent to customers; increased sales tools; and intelligent dispatch technology. Field operators can expect to use these tools in Q2 2016, though a hard date has not been released.

Joshua Haslett, Vice President of Mitel Embedded Communications, explained, “FieldAware has revolutionized how service companies leverage their workforce to better serve customers. Together, we’re now able to enhance the customer experience through real-time communications, enabling the workflow from the customer service personnel to the field technician delivering first-call resolution which improves overall service.”

Haslett’s division, Mitel Embedded Communications, is responsible for forging this connection. As part of the company’s new Mitel Accelerator division, the division is tasked with bringing Mitel new and innovative business in expanded markets.  




Edited by Stefania Viscusi




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