Mitel Contact Center

Contact Center Solutions

MITEL MICONTACT CENTER BUSINES

Enterprise-grade, omnichannel customer experience management platform designed to power customer-centric organizations from a private cloud call center.

Major shifts in customer expectations have brought new challenges to the way your business delivers customer experience. 90 percent of consumers check your website before interacting with your company, and most customers would rather interact through digital channels like web chat, SMS, chatbots and social media. Mitel’s MiContact Center Business platform is designed to give your customers the freedom to interact with you on their preferred device, using the media that works best for them while giving agents and supervisors the tools to manage today’s omnichannel customer journeys.

Intelligent Call Handling - Customize call routing and treatments based on customer defined combinations of call center conditions.
Skill-based Routing - Route callers to the resources best equipped to handle specific inquiries or customer segments, improving caller response and handling time.
Comprehensive Management Reporting - Provides managers with decision-making tools - from real-time displays to historical reports - reflecting contact center activity, agent performance, resource utilization and trends, thereby facilitating timely and informed operational decisions.
Open Interfaces - Supports third-party applications such as reader boards, workforce adherence, scheduling, Computer Telephony Integration (CTI) and Interactive Voice Response (IVR).
Investment Protection -- Grows and adapts to your company's evolving needs, employing open architecture, flexible design and built-in scalability
Custom development and back office integrations

KEY BENEFITS

ALL-IN-ONE SIMPLICITY

Everything you need to operate a world class customer experience center including built-in Workflow Designer, Speech IVR, AI-powered Chatbots and Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards.

INCREASE PRODUCTIVITY

Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.

DESIGN WITH EASE

Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.

INFINITE EXTENSIBILITY

Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.

EFFORTLESS ADMINISTRATION

Provision and manage users from all business units through the administration interface, reducing deployment time from days to minutes, without the need for IT involvement.

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