Category: Unified Communications

On-Demand Webinar: Increase Remote Worker Productivity with Mitel & Microsoft Teams

Recorded Wednesday,

December 9, 2020

11:00 AM – 12:00 PM EST




Increasing user productivity in the remote working world is more important than ever and making the most of your collaboration investment without sacrificing important enterprise telephone features is key. Learn how integrating MiCloud Connect with MS Teams offers a total solution that saves time and improves your calling experience with integrated telephony, conferencing and contact center.

Watch on demand to see how Mitel and Morefield’s best-in-class telephony solution allows Microsoft Teams users to maximize their investment and workplace productivity.


Key Benefits

The need for seamless cloud communications and collaboration have never been more important. Mitel has worked to bring people together for years and is now innovating how Microsoft Teams users can enhance their business communications with Mitel. Register today to see how Mitel is integrating a best-in-class telephony solution to Microsoft Teams users to maximize their investment and workplace productivity.

Protect Your Investment

Get more out of Microsoft Teams collaboration by pairing it with an enterprise telephony solution.

Talk To Your Customers

Have informed conversations with your customers with Mitel’s rich contact center and CRM integration options.

Lower Your TCO

Integrated, advanced telephony such as call routing and hunt groups with no additional licensing.

Maximize Productivity

Keep users in one application with out click-to-dial and direct routing options.


On-Demand Webinar: Application Access when you’re Working from Home

Join Morefield and EvolveIP to learn some work from home best practices, including a WFH Checklist and additional tools like Workspaces to simplify your new work environment.


Watch Morefield and EvolveIP on demand to learn how you can:

  • Keep your people safe and secure while ensuring that they are still engaged and able to collaborate with others
  • Securely access the tools and applications you need to do your job from any place, with any device, and at any time
  • Use video to connect with co-workers and customers alike when you can’t meet with them face-to-face
  • Manage my employees experience via a single end user experience

Watch On Demand


Nearly all of the core applications we use daily (think MS Office and have migrated to SaaS and are delivered to us via the internet. In fact, we’ve reached a point where only a few legacy applications are actually installed and running on our PCs.

This has resulted in a whole new set of challenges for both end users and IT departments alike. For end users, we now have to remember countless usernames and passwords to tons of different web-based applications. For IT departments, this has created a whole new problem trying to secure and manage access to applications that live outside of the Active Directory.

Workspaces from Evolve IP solves that challenge by delivering “the right tool for the right role”. Whether you’re a 100% SaaS user, a user that needs just a couple of legacy applications, or a user that needs a full desktop O/S experience, we can deliver the right experience based on the end user’s individual requirements and a more cost-effective solution for the customer. Please join Ryan Berg, Evolve IP’s SVP of Sales, and Morefield Communications as we dive into this whole new paradigm to desktop computing.

If you have any additional questions, please feel free to contact Briana Carr at

Originally broadcast on 4/16/20

COVID-19 business continuity

How Morefield can help Ensure Business Continuity during COVID-19

Each day, we help organizations evolve their business technology and introduce new forms of collaboration and mobility into their workforce. We have been ready to assist our partners in past times of uncertainty; we are here for you today and we will continue to be here for our clients in the future. Morefield has a long and stable history you can count on in uncertain times. Please let us know how we can assist your organization. We are here for you and our thoughts are with all those who are impacted. by COVID-19.


What Can Morefield Help Me Implement Today?

Remote Working Tools:

  • Cisco Webex allows employees to stay connected to their teams and continue their business operations.
    • Free 90-day licenses to businesses
    • Enabling existing customers by expanding their usage at no additional cost
    • Discounted pricing available
  • Microsoft Office is perfectly built for document sharing with One Drive, conferencing with Skype, messaging and sharing with Teams. Microsoft Teams can help maintain connectivity to aid in information sharing, even while working remotely, even if you work for a business that isn’t currently licensed for Teams.
  • Discounted pricing available on laptops, desktop & workstations
  • Single number reach, cloud voice, and smartphone access use a single corporate number to be reached at the office, at their home office, or on their mobile device.

Virtual Learning:

  • Webex is providing special features for virtual learning education during this time.

IT Security:

  • Cisco Umbrella protects users from malicious Internet destinations whether they are on or off the network. Existing customers are able to exceed their user limit to support an increase in remote workers & new customers can access a free license.
  • Duo Security enables organizations to verify users’ identities and establish device trust before granting access to applications. Existing customers are able to exceed their user limit to support an increase in remote workers, and new customers can access a free license.
  • Cisco AnyConnect Secure Mobility Client empowers employees to work from anywhere on company laptops or personal mobile devices. It also provides the visibility and control security teams need to identify who and which devices are accessing their infrastructure. Existing AnyConnect customers can exceed their user limit to support an increase in remote workers, and new customers can access a free license.

Physical Security:

Who should use these tools?

With today’s developing situation, we would stress preparedness to ensure business continuity. Depending on your organization’s size and need to work remotely different tools are available to ensure secure connectivity and collaboration. Mobile work tools are available to be used in all industries and for organizations of every size. If you aren’t sure where to begin, please give us a call and our experts will help you.

I didn’t plan to deploy remote working solutions in my 2020 IT budget. What should I do?

We understand that many 2020 IT budgets did not include COVID-19 contingency plans and we are happy to extend special pricing, financing and several free collaboration and secure remote connectivity tools during this time. Let’s discuss what you need and how we can help you.

Are there precautions I should take with my access control?

In times of caution, streamlining entrances and exits become essential to many organizations. Access control and CCTV can help you keep only authorized personal entering your facility and campus. Controlling who comes in contact with your staff, members, patients or students is extremely important at this time to limit possible exposure.

Ask us about:

Other Technology Options to Consider


Contact Morefield Communications with questions on business continuity during COVID-19.

Using AI to Improve Customer Experience

how companies are using AI for customer experience

In our daily lives, artificial intelligence (AI) is almost everywhere. AI learns what movies, songs and products we will like and suggests ideas based on what we’ve already consumed. It follows our voice commands on devices like Alexa and Google Home. We all know that big tech companies use machine learning for everything, from marketing to customer analytics.

But, how do these companies use AI to provide a better customer experience? And, more importantly, how can you utilize AI for your business too? This guide can help you learn what technology is out there, and how you can use AI to improve your customers’ experience.

Watch our AI Webinar On-Demand

What Is AI Being Used for in Business?

You may already be familiar with AI as a tool for tech industry giants like Google. The truth is, businesses everywhere are using AI to improve the customer experience. Here’s how:


In an age where people can find almost anything without ever talking to a real person, customer service needs to keep up. Businesses use AI-powered chatbots to handle their most common requests and questions.

Chatbots are becoming increasingly sophisticated. They learn from their past experiences and are able to do everything from discover a user’s meaning to making generalizations. Chatbots speak like humans and are able to answer most questions. They can also seamlessly pass off chats to real representatives when necessary.

When AI does pass the mic to a human being, the chatbot has already done the heavy lifting. It is programmed to extract certain information so that customers don’t have to repeat themselves and are able to receive help more quickly.

Customer Journey Analytics

Technology helps businesses understand how customers navigate between websites, social media channels and more. Customer journey machine learning gives actionable analytics. As journey mapping reveals all the ways customers interact with your brand, you see opportunities to unify your messaging across platforms for better service. You can identify common pain points and create plans for addressing these with your service team.

How Are Businesses Using AI With Customers?

When we think about how we provide personal service to our customers, we may not think about automated solutions. The truth is, machine learning can improve customer experience in many ways, and businesses are already taking advantage of it. Here’s how different industries are harnessing AI:


To enhance their service, online retailers are turning to personal shoppers. Personal shoppers ask users questions and offer them a personalized selection of products. They work much the same way as the chatbots you can find on most sites. With virtual shoppers, users can ask questions and receive personal service like they would in a brick and mortar store.


In the healthcare industry, AI-powered technology can read medical images. They even give a diagnosis as accurately as humans do. By introducing labeled models, researchers teach robots to classify similar images in the future. doctors and nurses  are able to spend more time on one-on-one patient care with the assistance of AI-powered patient technology

Financial Services

Banks are now connecting with personal assistants like Google Home for “voice banking.” While still a new technology, these AI devices can improve customer service for banks. Users can ask simple questions such as, “What’s my balance?” or “Do I have any pending transfers?” As technology improves, voice banking has the potential to become a rich part of customer interaction.

How Is Machine Learning Changing Call Centers?

Call centers are a hub for great customer service, and AI makes them even more effective. Here are some examples of how AI can improve customer experience in call centers:

24/7 Customer Support

Most businesses don’t have the resources to operate human-powered customer support all hours of the night. Limited time can put smaller companies at a considerable disadvantage when customers want immediate answers or resources.

Machine-powered customer support can offer after-hours support with intelligent call and chat dialogues. As AI becomes more sophisticated, it can handle more complicated problems. Customers get in-the-moment support no matter the time of day.

Friendlier Customer Support

Even the best customer service agents can have off-days. There will always be times when people are unsure of how to react. What’s great about AI is that it never raises its voice and always stays positive. No matter who it is  on the phone with or for how long, AI maintains professionalism and kindness.

Plus, powerful analytics can help your staff be friendlier with customers. AI can identify opportunities for staff training by recognizing customers’ tone of voice. With AI, customers get a more consistent experience.

Freeing up Agents for High-Priority Calls

Artificial intelligence cannot replace human interaction when it comes to customer experience. What it can do is reduce wait times for customers by handling small issues with smart call and text interactions. These small requests can be resolved without a human representative. Staff can deal with more significant customer issues instead.

Also, AI can gather and pass on data like customer names and problem types so that agents can hit the ground running when they interact with the customer.

AI can help reduce call wait times

Can Small Businesses Use AI to Help With Customer Experience?

As artificial intelligence advances, it’s easy and affordable for small businesses to utilize AI solutions. Morefield has partnered with Mitel to offer Google Contact Center AI providing customer experience solutions for small and medium businesses.

Here are some ways you can start harnessing the power of AI, no matter the size of your company:

Analyze Team Performance

Listening to call recordings to evaluate customer service performance is time-consuming. Your team may not have the capacity to listen to every recording. With unified communications, you’re tracking voice recordings, video calls, chatbot messages and emails.

Machine learning can spot emerging trends with customers and identify coaching moments. You’ll improve your team and individual customer service reps and prepare them for more scenarios. AI gives you performance data you can use.

Real-Time Speech Recognition

Artificial intelligence will never replace person-to-person customer service. Chatbots work well for simple questions and common problems. When customers face complicated issues, they still turn to humans for solutions. People can listen and understand issues in real-time, and they can also offer emotional support.

Yet, machine learning is catching up in a big way with real-time speech analytics (RTSA). Artificial intelligence can interpret how a speaker is feeling by tuning in to voice inflection, tone of voice, volume and more. It can pick up on how a customer feels before your service agent does.

Your customer service reps can get notifications in real-time about when a customer is satisfied or becoming angry. They can even get alerts like, “You’re talking too much,” allowing your team to adjust their approach. Your customers still receive good old-fashioned human interaction in a way that’s completely customized to them, thanks to machine learning customer experience.

Work With a Technology Expert

AI and customer experience go hand-in-hand. With all the ways artificial intelligence drives customer experience, your business can gain an edge over the competition. The next step is teaming up with a technology expert to help you get AI for your business.

Morefield Communications can set you up with a unified communications system, which empowers you to offer great customer service with chatbots, interactive voice assistants and live agent calls. Morefield partners with Mitel to power our communication platforms with Google AI technology. At Morefield, we are technology experts who can modernize your contact center.

Want to see how you can easily implement AI in your organization for a better customer experience?

Watch our AI Webinar On-Demand


work with a technology expert

Overview of Managed Voice

what is managed voice

Though phone systems can often be taken for granted by companies, they are one of the most important parts of any organization. A phone system can make or break relationships with clients, bring in new business and help your team provide top-quality customer service.

The advent of cloud-based technologies brought more options than ever before to phone systems. To give companies greater functionality and control over their business phones, innovators developed a revolutionary new way to interact with phone systems: managed voice solutions.

If you’re looking to stay on top of the latest technology, cut costs, deliver higher quality customer service and take responsibilities off your busy staff, you should consider managed voice solutions for your business.

What Is Managed Voice?

Managed voice services refer to a system that combines your internet connection, hardware and voice over internet protocol (VoIP) into one package that is managed by a service provider. With this system in place, the service provider monitors and manages your phones, so you don’t have to. For companies who don’t have the IT staff to handle the needs of a phone network, managed services are a perfect addition.

what is a managed voice provider

With a managed voice system, your telephone services will combine both voice and data into a fully integrated network. Whether your business has four lines or 50, a managed voice system is able to handle them with ease. You’ll only ever pay for what you need, and your costs will be adjusted based on the number of phones you employ.

Features of a Managed Voice System

A managed voice system offers all the features you’ve come to expect from traditional phone networks, such as voicemail, delayed call forwarding and call pickup, plus features that were once available only to the largest of companies. Additionally, its cloud-based nature means it’s a much smaller system than what companies expect from traditional phone systems.

Since there’s no longer a need for physical equipment with managed voice systems, they won’t take up space in your building. Along with its minimal presence, a managed voice system is often defined by its upgradable nature. For example, once one phone has been upgraded, the rest of the lines will automatically upgrade as well, since they are all connected by a cloud-based network.

features of a managed voice system

Another key benefit of a managed voice system is that it doesn’t use a public network. Instead, it will only use a highly secure, private IP network. A managed voice system also works to ensure that users have the best quality of connection while speaking due to its prioritization of voice traffic.

These systems will come with a web portal that is accessible to both users and administrators. Due to the widespread adoption of web portals among those who use managed voice systems, users have a significant amount of customizability at their fingertips. For example, a web portal can be used to adjust a call pickup group or hunt group quickly.

In short, managed voice systems are cloud-based, comprehensive, technologically advanced, highly customizable, easy to upgrade, secure and, most importantly, at the top of the industry in voice quality.

Who Uses Managed Voice?

Managed voice is popular in a variety of industries. As long as a company needs to use phones to speak with clients, it’s likely a managed voice would be a great fit. Of course, companies that consistently use phones, such as those in customer service or sales, will get the most value out of the service. However, since costs typically scale for phone usage, even companies who rarely use their phones can receive affordable service and value.

who uses managed voice services

There are very few disadvantages of managed voice, making it accessible for both small or large companies. For example, a larger company may want to implement a managed voice system because they want to free up the time of the IT staff for other tasks, while a smaller company may simply not have the resources to employ an IT staff at all. In either case, a managed voice system will take on the responsibility of managing and monitoring a company’s voice system.

Large or small, no matter the industry, companies all around the world trust managed voice to keep their phone systems running smoothly.

How Does Managed Voice Work?

Managed voice is a straight forward service that provides value to countless businesses across the world. When you hire a managed voice services company, they will immediately go to work setting up a system tailored for the needs of your company.

To begin, the company will deploy and implement a VoIP system at your business locations. They will make sure the system can meet all your phone requirements and ensure it’s up and running in time for your company to meet any deadlines. After the VoIP phone service is installed properly, the managed voice services company will monitor and manage the VoIP service to make sure its performance stays on the highest level.

how is managed voice done

A quality managed voice company ensures your company’s phone system is monitored 24/7. This around the clock monitoring means you can always feel confident you’ll be able to communicate with your clients and others without any technical difficulties slowing you down or disrupting you. Staff members from a managed voice company will look to identify and fix potential problems that could harm your company.

Powered by VoIP

To get an in-depth understanding of managed voice, you need to know how VoIP works, as it’s the engine that drives the whole system. A VoIP system is used by companies to give them the ability to make and receive phone calls. At its base level, its function is the same as a public branch exchange (PBX) system. However, a VoIP uses the internet to power the phone network, allowing users to make and receive calls.

In the past, companies had to rely on standard telephone lines to receive and make calls. These PBX-based systems typically had a manual control board, several lines that connected the phones to a public system and a computer server, which caused them to be very complicated. In contrast, a VoIP only requires an IP phone or computer and an internet connection.

One of the primary features of VoIP systems is their ability to be easily configured by users. Compared to PBX systems, VoIP-powered managed services are much more easily programmed and reprogrammed. Since the system can be managed from a computer and is designed for user accessibility, even those without expert knowledge can make changes to the system.

managed voice is powered by voip

Whether your business only requires a small program like Skype to run your voice-based needs or a complex, large phone system, a VoIP can be adjusted by users with an accessible user-interface that you only need an internet connection to access.

For example, a company could program the user-interface to make incoming calls transfer to a single number or multiple numbers based on a variety of specific conditions. Some of the most common conditions usually incorporate the day of the week, the incoming phone number or the time of the day. Another popular feature of user-interfaces is their ability to transcribe voicemails to text. Whatever your needs, it’s likely the user-interface can be customized to accommodate them.

Equipment for a VoIP typically has a variety of options, while PBX can only one type of equipment. Traditional PBX systems will consistently use cord or cordless phones, along with hands-free applications, such as headsets. In contrast, the VoIP systems will have many more options.

For example, companies that want to have a classic phone experience will only need a wireless or IP phone that can connect to the internet. For more in-depth services, a VoIP can utilize a softphone client. This client allows users to make or receive calls from a mobile device or computer. Whatever your needs, it’s much more likely that VoIP has the equipment to make it happen.

What Are the Benefits of Managed Voice?

If you want to understand the pros and cons of managed voice, you’ll need to learn all the ways it benefits your business. Any company looking to optimize their business will appreciate the ways a managed voice system can cut costs and still deliver high-quality service.

what are the benefits of managed voice

To determine which type of phone system is right for your business, you should consider the benefits of managed voice, such as:

Cost-Effective Systems

If you’ve ever used a PBX system, you know how expensive it is to operate the hardware and maintain it. Not only can repairing or replacing parts come with unexpected costs, but it can also add to the amount of staff you have to employ to keep watch on and manage the systems. Whenever there is staff turnover at a PBX system, you’ll have to pay to train new employees to manage all of the equipment and processes.

To reduce the cost issues related to PBX systems, managed voice systems significantly lessen the amount of equipment needed and cut costs. Since managed voiced systems are cloud-based, companies will not have to worry about maintaining or managing equipment at their facilities.

The lack of equipment to maintain reduces your costs significantly both in the short term and long term. When you first implement a phone system, there will be little to no capital costs because you won’t have to purchase any new equipment. In the long term, you won’t have to spend money on housing the equipment, buying replacement parts or allocating manpower to keep it running smoothly.

Additionally, companies who use managed voice services will be able to outsource any hiccups in the system to the team managing it for them. Instead of having to pay for staff members to handle any problems or spend money on training new staff members on the ins and outs of a system, you’ll have an external team who will handle all of that for you, potentially saving you a great deal of money.

With the money you save, you can invest in new ventures or improve the services or products you currently provide. Additionally, the money can go back into upgrading your managed voice system whenever it needs to be updated.

Scalable Phone Systems

Along with saving money, your phone systems will be easily scalable with the growth of your company. In a PBX system, scaling your phone service would be an in-depth process. You’d have to put in new phone lines, bring in new equipment and designate time and labor to install the new phone system. All these considerations often take focus away from an exciting period of growth and distract from the ways you could be optimizing that growth.

A VoIP-based phone system is a breath of fresh air to any growing company. With a managed service, a growing company will be able to scale their phone system instantaneously. Whether you want to increase the number of lines your company uses or utilize more features, a managed service company can take care of it in a moment’s notice.

In the majority of plans on the market today, you’ll be able to adjust your phone system immediately to ensure it meets the ever-evolving needs of your business. You won’t have to worry about taking the time to schedule installations or devote your staff’s precious time to making the upgrade. Since a VoIP lives in the cloud, the changes will be made remotely without the challenge that installation typically brings.

Better Customer Service

With a typical PBX system, any damage or internal failures can knock out your company’s ability to communicate with customers via office phones. If a customer or client needs to reach your company to discuss a problem they are having, but can’t get through because the phone lines are down, they may form a negative impression of your company.

Not being there to assist your clientele can cause long-term damage to your company’s reputation and make clients believe your company doesn’t value them. Even having some of your phone lines go down can be a problem, as clients may end up speaking to staff who aren’t as well trained or equipped to handle their needs.

Managed voice companies take pride in the way they ensure your clients and customers have a way to reach the most qualified staff members at all times. Managed voice companies will watch your system and notify you if they detect any problems. Once they catch any failures, they’ll quickly control them and ensure your company has continuous service, unaffected by the current problem with the phone system.

For example, if a problem occurs and a couple of your phone lines go down, a VoIP lets the managed voice company instantly reroute any calls to the most qualified staff members while they simultaneously work to fix whatever the issue is. As a result, your company will maintain a high level of customer service, even when there are errors in the phone system.

Free Up IT Staff’s Time

One of the major advantages of managed voice for a busy company is the free time it generates for IT staff to work on other projects. Often, IT staff will manage all of the different technological systems for your business. By implementing a managed voice system, you’ll reduce the burdens on your IT staff, as they’ll no longer have to deal with this part of your business.

A managed voice provider will give your company 24/7 support, constantly monitoring how well the system is functioning and fixing any problems that come up. Additionally, the provider will consistently upgrade the system, making scaling easy. Without a managed voice provider, IT staff would have to take the time to do all of these functions, distracting them from their other responsibilities. As a result, it would take longer for them to complete all of their duties, slowing the organization down.

managed voice helps free up IT time

Without having to worry about the responsibilities of keeping a phone system running correctly, the IT staff will have time for other tasks. Whenever problems come up that need the staff’s full attention, a managed voice system will make sure the company’s phone system won’t be a distraction. Because the IT staff has one less responsibility, they can be more efficient and expand into other areas.

Easy Upgrading

Since managed voice systems are based in the cloud, your phone systems will be automatically upgraded without having to shut the entire system down. A quality managed voice service provider will be devoted to improving a company’s phone system. They will devote their time to staying current with industry trends and the newest advancements so they can apply them to your business.

With an external team devoted to one crucial aspect of your business, any of the upgrades that come available will be immediately applied to your business. This means your phone systems will always be on the cutting-edge, allowing you to stay ahead of the competition. Even better, these upgrades will not slow down your company’s day-to-day operations during the installation process or require you to devote staff to complete the upgrade.

Is Managed Voice the Right Choice for Me?

If the benefits listed above sound appealing to you, it’s likely a managed voice solution is right for you and your business. Companies who could benefit from lowering their costs, receiving a higher quality service and scaling up without any issues to their phone system would appreciate the perks managed voice solutions have to offer.

is managed voice right for me

How Much Does Managed Voice Cost?

If you’re trying to determine if a managed voice system is right for you, you’ll need to consider the cost. The cost of a managed voice system is going to be scaled to the needs of your company, meaning you’ll never pay for services you don’t use or need. The best companies will make sure your costs come in single monthly payments that are predictable and low.

Work with an Expert at Morefield Communications

Should you choose a managed voice system for your business? At Morefield Communications, we think you should.

Since we’ve worked with a variety of companies, we know just how valuable a managed voice system can be for a business. The reduced costs, better technology and remote service our managed voice solutions provide are a win-win for our clients and us. With an improved, remotely managed voice network, companies love how they can focus more on new business ventures and the growth of their company rather than the state of their phone system.

By partnering with Morefield Communications, you’ll receive a variety of invaluable services. Some of the main services include priority response, security management and monitoring, remote and onsite maintenance and software upgrades, user training and unlimited tech support. To harness the advantages of a managed voice system, speak with an expert today to see how managed voice solutions can benefit your company.

work with a managed voice expert

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