Mitel MiCloud Flex

MiCloud Flex is a purpose-built communications solution built on Google Cloud that improves business productivity. MiCloud Flex features a premium integrated cloud communications solution, built in a secure, dedicated and reliable environment offering complete control, with the flexibility to allow advanced customisation and integrations.


MiCloud Flex
IT Support Services

mitel Unified communications

Customised MiCloud
Unified Communications

Skills-Based Routing

Incoming calls can be assigned to the most suitable agent based on their knowledge of the subject at hand. This capacity leads to more efficient resolutions and improves customer satisfaction.

Speech Analytics

Your call system can capture audio recordings and related metadata, allowing you to analyse customer language patterns. This tool helps businesses determine whether their staff need additional training in customer retention or communicating new product offerings.

Workforce Management

Mitel provides its own proprietary Workforce Management system – not a 3rd party system requiring integration. Workforce Management optimises your staffing resources, improves performance, and equips businesses with actionable intelligence.

Outbound Campaigns

Predictive and progressive diallers allow companies to connect with their customer base cost-effectively. Proactive engagement is an excellent way for businesses to remain at the forefront of a customer’s thoughts when choosing a vendor.

Omni-Channel Contact Centre

Customers today expect multiple options and touch points to connect with a business. Omni-channel delivers this by enabling customers to reach out to companies via social media, instant messaging, video chat, email and text, instead of confining engagement to the phone. With seamless transfer and integration between communication methods.

MiCloud Flex
MiCloud Flex

Silent Monitoring

Silent monitoring with barge-in capability lets supervisors listen in on calls, ensuring staff provide customers with the information they require and giving them the tools they need to intervene if necessary. This capacity improves customer service and satisfaction by informing the business where a staff member needs additional training without later-stage intervention from a supervisor.

Contact Us

MiCloud Flex is especially suited to organisations that require:

  • customisation to fine-tune the system to specific needs.
  • fully-featured Contact Centre capability.
  • advanced reporting and analytics functionality.
  • integration with legacy, customised or 3rd-party applications.
  • a scalable, cloud-first, subscription-based model.
MiCloud Flex
MiCloud Flex

Artificial Intelligence

Mitel has partnered with Google, a global leader in Artificial Intelligence. Virtual Agent is an AI chatbot and agent assist tool which uses AI prompts to assist a staff member during customer engagements. AI facilitates targeted engagement with the customer, providing the correct answers and resolutions to customer queries more quickly and efficiently.

Why MiCloud Flex?

MiCloud Flex is a purpose-built communications solution built on Google Cloud that improves business productivity. MiCloud Flex features a premium integrated cloud communications solution, built in a secure, dedicated and reliable environment offering complete control, with the flexibility to allow advanced customisation and integrations.


MiCloud Flex


Don’t Just Take Our
Word for it

David Abela

Finance Manager, Proximo Spirits Australia

First Focus has been helping this business with our IT needs for almost 10 years. As we have grown and gone through changes, First Focus have helped every step of the way and ensured our systems are up to date with a constantly evolving IT environment. Their service and knowledge is exceptional and their constant monitoring of our IT environment means we can all focus on our core business.

Michael Feliciano

Director of Corporate Services, Royal Australasian College of Dental Surgeons

When COVID hit, First Focus swiftly implemented a number of projects to improve the security and stability of our IT systems and support a remote work environment. I highly recommend First Focus to any company that wants a future-facing IT infrastructure managed by people you can trust.

Chen Chen

IT Infrastructure Manager at Australia Post FDS

As a division of Australia Post we must maintain a high level of security to protect customer data and the First Focus’ Managed network and Firewalls provide us with this. The level of support they provide for our cloud infrastructure is second to none, which is crucial to the continued day-to-day operations of our business.

Nayyar Ghaznavi

CIO at Rexel Holdings Australia

The team at First Focus have developed a strong relationship with Rexel Holdings Australia which has led to us outsourcing a number of services to them, the largest of which is the SD-WAN. The First Focus team are collaborative and engage extremely well with our team and our extended partner network to deliver quality outcomes.

Drew Auld

CIO, Nesuto Australia and New Zealand

First Focus provides excellent technical support, and I can always count on friendly and expert advice from the whole team.

Luna Lu

Executive Assistant, CI Australia PTY LTD

CI Australia started working with First Focus in 2019. We were looking for an MSP that could deliver increased service quality with pricing that matched our budget. First Focus was originally in our top three preferred providers. What really helped them stand out was their proposal – there was no over- or under-scoping – and their reputation for good people and services.

Kate Smart

Renu Energy

We are happy with First Focus' attentiveness and availability of TAMs and support techs. Their ability to identify problem areas and working to resolve in a timely manner exceeds our expectations. Although we have been faced with some on-boarding issues, First Focus have been dedicated to working with us to rectify these issues and undertaking process improvement where needed.

Philip Haines


Over the past 15 months, First Focus has steered us out of an ‘IT abyss’ and onto a path that will support our growth and development plans for future years.

Mike Wells

General Manager, Ranbury Management Group

Since we started working with First Focus, we now have a robust cloud-based ICT environment. Our team are not bound to an office and have the freedom to work effectively from anywhere. Our tech isn’t a bottleneck holding us back. Now it supports our business and our people.

Caitlin Hughes

Corporate Services Manager, Harrier Group

Our people now trust their IT. They don’t have to spend hours researching IT answers because they trust that when a call is logged it will be resolved. I’ll recommend First Focus to anyone because I know that they’ll be in good hands.

Adam Butler

Technology Manager, Redlands College

First Focus aren’t just suppliers, they think about the desired outcome and suggest the best way to overcome the problem.