The Phillies and Mitel share a long-standing relationship now heading into its 36th year. As the organization’s needs evolved over the last three decades, Mitel’s communications technology has enabled the Phillies to move forward smoothly from one technology wave to the next. The Phillies now have a complete solution that lets employees communicate anywhere—from Citizens Bank Park to the Clearwater, Florida, Spring Training facility, to the team’s Dominican baseball academy and beyond.
A single application provides voice, video, messaging, presence and audio conferencing with a consistent experience across devices, including smartphones. New, sleekly-designed business phones also feature Bluetooth integration, wireless contact sync and an intuitive user experience. With no more missed calls, staff can instantly collaborate and make decisions with the speed they need to achieve peak performance. Enhancing interaction with fans, the Phillies’ contact center capabilities support ticket, suite and merchandise sales while helping shave call wait times. The recently upgraded contact center also delivers valuable business insights with real-time reporting and bridges access to stored historical data covering more than 15 years.
Through MLB’s league-wide partnership with Mitel that began at the start of the 2018 Championship Season, a platform for the dugouts, bullpens, video review rooms and press box communications to merge into a common, unified system, featuring enhanced security and call recording capabilities, was successfully installed in all 30 MLB ballparks, including Citizens Bank Park. This new system provides the ability to record and monitor all communications conducted on the phone lines to ensure compliance with all Major League Baseball rules and regulations.