Mitel Contact Center

Contact Center Solutions

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 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.

AI and automation are no longer optional for businesses looking to deliver a superior customer experience. Mitel CX’s robust and practical integration of AI capabilities ensures that organizations not only keep pace with consumer demands but support high-value interactions that drive loyalty and long-term growth.

AI Knowledge Base Builder
No-Code Virtual Agent creator
GenAI powered Virtual Agents and Agent Assistants
Multi-Language support
Supervisor Monitoring
Data-Driven Skills-Based Routing
Voice, Chat, SMS, Email, Video, Social Messaging, and 3rd party media
Self-Service IVR with Speech Recognition and Text-to-Speech
Expected wait time and position in queue announcements
Workflow Designer
Standard and customizable real-time dashboards and historical reports
Omnichannel case management
Agent Tools (canned messages, suggested responses, grammar checker, automatic translations, interaction summaries and next step advice)
Supervisor AI
Screen and File Sharing
Business Intelligence Analytics with GenAI-infused Insights
Outbound Campaign Management
Scheduled and real-time callbacks
Single Agent and Supervisor interface with presence and messaging
Interaction Recording, Quality Management, and Speech Analytics with AI-powered Insights
Optional Workforce Management
Standard & customized CRM integrations via REST APIs and toolkit

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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