MiContact Centre Business
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.
MiContact Center Business includes: real-time, historical, and customizable reporting tools; highly customizable speech-enabled Interactive Voice Response (IVR) routing; multichannel workflow routing (email, fax, chat, SMS, and social); outbound dialing and messaging; and integrations with Salesforce.com and other leading-edge Customer Relationship Management (CRM) systems.
- Everything you need to operate a world class customer experience center including built-in Workow Designer, IVR, Contact Recording, Quality Monitoring, Workforce Scheduling, Historical Reporting and Real-Time Dashboards.
- Leverage an intuitive drag-and-drop interface to create sophisticated interaction for all media types without complex programming.
- Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.
- 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.
- Data-Driven Skills-Based Routing
- Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
- Self-Service IVR
- Speech Recognition and Text-to-Speech
- Workow Designer
- Customizable real-time dashboards
- Standard and custom historical reporting tools
- Outbound dialing and messaging
- Scheduled and real-time callbacks
- Agent/Supervisor instant messaging
- Mobile Agent (smartphone) and Supervisor (tablet)
- Silent monitoring / barge-in
- Built-in Call Recording
- Integrated Quality Monitoring
- Built-in Workforce Scheduling
- Integrated Workforce Management
- Standard & customized CRM integrations via REST APIs and toolkit