If your business runs on Mitel, you already made a smart call. Mitel systems are dependable, and plenty of them have been quietly handling calls reliably for years.
But here's a question worth asking: what do you actually know about those calls? How many came in yesterday? Which department handled the most? What did your team promise the customer who's now upset? For most businesses, the honest answer is "not much." The phones do their job, and the conversations disappear the moment someone hangs up.
They don't have to. Hansen Software offers call reporting, call recording and transcription on all Mitel products, whether your lines are PRI, SIP or analog. Over the next four posts, we'll show you why that matters and how it works.
Three tools, one clear picture
Think of it this way: reporting tells you what happened, recording tells you why, and transcription lets you find it fast.
Call Reporting & Analytics turns your Mitel call data into reports you can actually read. See inbound and outbound activity by department, extension or user, spot trends over time, and have reports emailed to managers automatically every day, week or month.
Call Recording captures your conversations so you can go back and listen. Every recording is linked to its call record, so you can search by date, caller ID, extension or department and press play right in your browser.
Transcription turns a recording into text with one click. Search for a word or phrase, jump straight to that moment and read along while you listen. No more replaying a 20-minute call to find one sentence.
Why every Mitel business should have them
You don't need to run a call center to benefit. If customers call your business, these tools pay for themselves in a few familiar ways.
You settle disputes in minutes. When a customer says they were promised something they weren't, you don't have to guess. Pull up the call, listen, and you have your answer.
You train people with real examples. The best coaching material you have is your own team's calls. Play a great one for new hires. Review a tough one together. It works far better than a role-play.
You make staffing decisions on facts. Reporting shows when your phones are busiest and which departments carry the load, so you can schedule people where the calls actually are.
You keep a record you can rely on. Hansen recordings are encrypted at rest and in transit, protected by role-based access, and stored for years, not the 60 or 90 days many hosted services keep them.
Works with the Mitel system you already have
This is the part Mitel owners like most: you don't have to replace anything. Hansen works across all Mitel products and records at the trunk level, on PRI, SIP or analog lines. Your phones, handsets and extensions stay exactly as they are. (We'll dig into how trunk-side recording works in Part 2.)
You can run Hansen on-premise on your own server or choose our hosted option, where we manage everything for you.
Support from people who know the product
Hansen has been doing this since 1990, and support is where we stand apart. Every implementation comes with Software Assurance Coverage, which includes:
- Remote installation help, and we don't leave until it's working
- Unlimited training for new and existing staff, with no per-seat fees
- A full year of unlimited technical support once you're live
- 24/7 emergency support for critical recording or reporting issues
- At least two software updates every year
Hosted customers get unlimited support for as long as they're with us. And when you call, you talk to someone who actually knows the product.
Sell Mitel? Let's talk.
If you're a Mitel dealer or reseller, your customers are already asking about recording and reporting. Hansen is always looking for resellers across North America to position, present and sell our products. We'll help with the sales process, the install and the support. Learn about becoming a partner.
Start listening to your phones
Your Mitel system is already handling the conversations that drive your business. Now you can actually learn from them.
Book a live demo, view our pricing, or call us toll-free at 1-877-795-2274 (Mon–Fri, 7am–4pm PST). We serve businesses of every size, in every industry, across North America.