Mitel Multimedia Contact Center – "ACD" for Email, Chat, Fax, SMS, Voicemail & Walk-in

Mitel Multimedia Contact Center allows your customers to contact you in the medium of their choice –voice, e-mail, web chat, fax, SMS (short message service), voicemail and walk-in. Multimedia Contact Center ensures that you are just as responsive to these media as you are on the phone. It allows you to efficiently integrate and maintain service levels across all contact types, and monitor and report on them.

Multimedia Contact Center delivers:

• Automated routing of email, web chat, fax, SMS and walk-in medias to the longest idle agent
• Real-time monitoring of all multimedia agents and queues
• Historical reporting of all media types
• Agent forecasting for all media types

Benefits
Multimedia Contact Center transforms your operation into a fully multimedia-enabled contact center that can:

• Efficiently deliver service to customers in the media of their choice
• Maintain service levels across all contacts, ensuring all customer inquiries are addressed in a timely manner
• Capture more detailed customer information than is possible during voice communications
• Assist customers in completing online transactions, information queries, or other web-based experiences with web chat
• Protect against liability and customer claims with accurate tracking and reporting on all contact types

For information on product and application interoperability, please contact your nearest Mitel office.