Mitel MiContact Center

Home
|
Products and Solutions
|
Mitel MiContact Center

Mitel MiContact Center Enterprise The all-in-one contact center solution

More than ever, that experience is shaped and delivered through digital interactions. While the majority of customer communications are still voice-based, consumers now rely more heavily on digital methods, such as email, SMS, web chat, and social media. They expect the flexibility to interact through the medium of their choice, wherever they are. And, they expect to be able to switch between one medium and another while they are on the move.

The solution is easy to deploy, use and manage through a Web Manager application providing increased flexibility with low total cost of ownership.

Featured Benefits

Single software stream offering seamless growth, feature extension and deployment flexibility. Lower operational overhead through installation, administration and lifecycle management. Plus, enjoy the flexibility of choice: on premises, virtualized, hybrid or cloud (with native multi-tenanting).

Support for up to 15,000 concurrent agents under a resilient environment. Expansion options include a unique ability to aggregate multiple systems under a network operation center (NOC) style management solution for large-scale, dispersed deployments.

Integrated unified and collaboration communication (UCC) with email, chat, SMS, instant messaging, social media, desktop sharing, presence, directory search and knowledgebase for FAQ. Full mobility support allows agents and supervisors to work anywhere, anytime.

Open architecture with flexible open APIs (Soap, VXML, ODBC) and toolkits for 3rd party integration (WFM, CRM, etc) to deliver true business process efficiency. Open Media API provides prioritized routing and IVR control, queueing and reporting of any external media type.

Related Products and Solutions

Mitel InAttend

A Multi-featured Attendant Solution

Mitel MiVoice MX-ONE

A Multimedia Communications Server

Increase revenues whilst controlling costs

Expandable up to 3,000 agents on a single system
Single virtual solution for up to 10 networked MiContact Center Enterprise systems
Mobile applications improve staff flexibility and productivity
Embrace all communication channels including voice email, fax, SMS, chat, Social Media
Skills-based routing provides customer answers fast
All channels can be handed off to supervisor or subject matter expert
Supervisor overview of all interactions Available in Lite, SME Multimediia and full Multimedia versions
Low total cost of ownership – easy to deploy, use and manage

Enable Time – People – Cost Management from a single interface

EXCELLENT CUSTOMER SERVICE WHATEVER THE CONTACT METHOD

Open Media Connect allows management of all media from a single interface
Route voice calls, e-mails, Social Media, faxes, SMS and web chat sessions
Social Media integration
Integrated outbound campaigns for call blending, preview, power and progressive
Also routes customers at a counter or abstract tasks to agents such as parcel logistics, alarms, documents, meeting requests
Advanced reporting and analytics

Receive and reply to incoming messages straight from the Agent applicationAgents can act as attendants when there is a need to efficiently transfer
Calls outside the contact center
Calls from service groups can be handled by agents, using attendant-like functionality without the need to use the in-built InAttend feature
Connect and manage media to preferred/best skilled agent
Eliminate the need to keeping logging into Social Media sites

Respond to emails in the most effective way

Handle any IMAP/SMTP email service
Email can be routed by the Script Manager tool for self-service automated replies, outbound campaigns, routing based on senders address, content of e-mail and more
Incoming emails can be directly routed to the correct service group
Integration with in-house or third party Knowledge Base
All email saved for future reference and fully searchable for historic interactions
Supervisor review of workflow

Use Web Chat to reduce expensive phone calls

Web chat included in the agent application
Integrate with third party databases or websites for automated ‘Virtual Assistant’ responses
Chats stored for future reference and fully searchable

Improve performance – Drive your metrics

INCREASE AGENT EFFICIENCY AND QUALITY OF CUSTOMER CARE

Automatically pop-up a third-party page when a session is received by an agent

• CRM • Fault tracking systems • Case management • Video conference • Web engagement

Agents and supervisors can stay connected from anywhere using a smartphone or tablet

REDUCE COSTS AND IMPROVE PROFITABILITY

• Virtualisation allows organisations to benefit from a cost-effective UCC appliance
• Support for VMware Fault Tolerance and High Availability
• Virtualization is also a cloud enabler, maintaining business continuity and user experience
• Enjoy enhanced resilience and security in the cloud
• Choose from on premise, virtualized, hybrid or cloud

Product Downloads

MiCC Enterprise Brochure

error: Content is protected !!