Case Study: The Weiss Group achieves significant customer-service cost savings with Mitel MiContact Center for Microsoft Lync

A financial media firm used Mitel’s Contact Center software to reduce the overall operating costs of customer service

The Weiss Group, a Florida-based financial publisher whose “Money & Markets” newsletter reaches hundreds of thousands of readers, ran a 35‑agent contact center handling about 1,000 calls a day on a leased legacy PBX that cost $15,000/month plus dedicated T1/PSTN lines. Faced with high ongoing costs, limited vendor roadmap and a need for unified communications integration (IM/presence, Exchange, Active Directory) and scalability, the company searched for a modern, cost‑effective telephony and contact‑center alternative.

Weiss implemented Mitel MiContact Center for Microsoft Lync, tightly integrated with Lync, Exchange and AD, moving voice and contact‑center routing onto a software‑based UC platform. The quick deployment eliminated the lease (now maintenance only), reduced headcount equivalent to seven jobs, cut T1/PSTN costs by about $4,500–$5,000/month, improved redundancy and productivity, and positioned the firm for future UC and contact‑center capabilities.

The Weiss Group

James Santillo

Money And Markets Contact Center