Customer Interaction Solutions

Mitel® Customer Interaction Solutions help businesses meet and exceed the service level expectations of their customers, while driving employee productivity and controlling operational costs. Whether you have a large, virtual contact center with multiple sites, or are simply looking for a more efficient way of sharing calls amongst a team, Mitel has the solutions you need to manage and grow your business. The Mitel Customer Interaction Solutions portfolio consists of:

Mitel Contact Center Enterprise Edition

Contact Center Enterprise Edition is Mitel's most fully-featured and sophisticated contact center offering. It is a scalable, resilient, and virtual solution for high performance contact centers of all sizes, across one or more locations. It delivers flexible and sophisticated ACD routing such as skills-based routing, overflow, interflow, and dial out of queue. It also offers advanced applications such as Mitel Workforce Scheduling, Flexible Reporting, and support for routing and reporting on up to seven media types. Contact Center Enterprise Edition meets the needs of all sizes of contact centers, from small, single-site contact centers with advanced needs, to large, multi-site virtual contact centers.

Mitel Contact Center Business Edition

Contact Center Business Edition delivers a subset of the most popular applications found in Enterprise Edition in a cost-effective package for single-site contact centers with less than 25 agents. It delivers the same sophisticated ACD routing engine as Enterprise Edition, along with standard historical and real-time reporting, support for routing and reporting on up to two media types, agent forecasting, integrated softphone, and off the shelf CRM integrations.

Mitel Customer Service Manager

As one application in the Mitel Applications Suite, a communications solution for small and medium-sized businesses, Customer Service Manager provides entry-level contact center functionality for effectively sharing calls amongst a team. Customer Service Manager extends general business telephony to include hunt-group and longest idle call routing, email routing, and historical and real-time reporting for up to 100 agents.