Mitel 6150 Multimedia Contact Center

Today’s contact center customers want to contact you in the medium of their choice - voice, email, web chat, or fax - and expect you to be just as responsive in these media as you are on the phone.  As a result, you need a solution that allows you to efficiently integrate and maintain service levels across all contact types, and monitor and report on them.

The Mitel® 6150 Multimedia Contact Center offering integrates with Mitel 6110 Contact Center Management, Microsoft® Exchange 2000+ and Microsoft Office 2000+® to provide:

• Automated routing of emails / web chats and faxes 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

6150 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