April 24, 2023
Where were you on that dark day in October 2020, when Mitel announced the End of Sale (EOS) and End of Technical Support (EOTS) dates for MiVoice Office 250?
Well, buckle up. Mitel also announced the End of Life dates for one of its popular contact center apps: Call Recording. In this guide, I’ll walk you through what that means for your business and outline possible next steps.
MiVoice Call Recording End of Life (EOL) Dates
If you’re still using this app, you’ll need to find a different solution in the not-too-distant future.
Do You Need To Care About EOL Dates?
You probably already know the answer to this question — yes. Manufacturers and software developers want to give you a heads-up when they’re phasing out a particular solution because they know that updating your tools can take a bit of time. That’s why you’ll see new sales phased out first, then add-ons, updates, and finally, support.
Unfortunately, there are always some folks out there who are tempted to put off an upgrade until something breaks. As a phone specialist, it’s my job to help my clients succeed. But even if you’re not a current Marco client, if you’re still using MiVoice Call Recording (MiVCR) I’d advise you to consider a new solution sooner rather than later. If you still use this tool after February 1, 2024, you’re risking a significant disruption to your business. No one wants that — not you, not me, and not Mitel.
What’s the Reason for MiVCR’s End of Life?
Manufacturers and developers need to allocate their experts and resources to the products that are best for the current marketplace. In this case, technology has made it possible for Mitel to offer contact center clients more advanced features. I’ll get into those a bit later.
MiVoice Call Recording Replacements
Mitel’s new offerings include Mitel Interaction Recording, Mitel Quality Management, Mitel Coaching and Learning, and Mitel Speech Analytics. Together, these tools are designed to replace MiVoice Call Recording and Quality Management.
Mitel Interaction Recording 6.7 currently supports the following communication platforms:
- MiVoice Business
- MiCloud Flex
- MiVoice MX-ONE
- MiVoice 5000
- MiVoice Connect (passive recording)
What’s So Great About Mitel Interaction Recording?
Mitel Interaction Recording was developed in 2019 so that all of Mitel’s cloud and on-prem solutions could have a common workforce optimization suite. As it turns out, that was a pretty timely innovation for Mitel. For Mitel clients, this new tool is still competitively priced and has features that can increase productivity and improve regulatory compliance.
New Features
Mitel Interaction Recording adds the following capabilities to contact center businesses:
- Advanced screen recording
- Full quality management
- Speech and desktop analytics, including emotion detection and keyword spotting
- Modern user interfaces
- Integration with Salesforce, Skype, and more
- API for integration with internal applications
- An option for high availability
- Improved scalability
- Additional features to support compliance with HIPAA, GDPR, etc.
How to Make the Switch Easy
Even though we’re a technology provider, our greatest strength is our relationships — with our clients, our vendors, our manufacturers, and our employees. Since 1973, we’ve cultivated close relationships with top manufacturers around the world to try to keep prices as low as possible, and transitions as easy as possible.
Furthermore, we’re a Mitel partner, which means our technicians and representatives are specially trained to provide world-class support on all of their solutions. Our phone and collaboration specialists are happy to answer any questions you have about updating your solutions, and we’ll make your next steps as easy as possible.
