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.

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