Building on its strategic priority to invest in the cloud and expand in the contact center, Mitel® (Nasdaq:MITL) (TSX:MNW), a global leader in business communications, today announced MiContact Center Live. A full-featured customer care platform delivered as a service via the cloud, MiContact Center Live provides companies with powerful tools to engage their customers and grow their business. The service is available immediately in the U.S., with plans to launch in select countries over the next 12 months.
MiContact Center Live provides full multi-channel support, allowing customers to interact with a business via their preferred method, including WebRTC for real-time chat via the Internet and popular social media channels such as Facebook and Twitter as well as traditional customer service channels such as phone, email and SMS text messaging.
"Two driving forces in the contact center space today are cloud delivery and personalization to enable customers more channels and service options. MiContact Center Live offers the flexible cloud delivery many businesses are seeking plus the very latest features, including WebRTC client and social media for a more personalized approach. This is a smart move by Mitel to grow its contact center offering," said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics.
Better Customer Experience
MiContact Center Live provides full enterprise-class customer care solutions for businesses of any size. The cloud subscription model allows companies to quickly scale, supporting on-going growth and also enabling support for seasonal spikes in business. It virtually eliminates initial upfront investments and ensures that companies have the latest software and tools to provide the best customer service.
"Mitel is committed to providing our customers with the best path to cloud communications, including comprehensive solutions for customer care. With MiContact Center Live, we deliver an enterprise-class platform for any size business with leading features to engage their customers and deliver loyalty-building services," said Ron Wellard, executive vice president and general manager of products and solutions at Mitel.
An advanced agent desktop brings communications from all channels together for a single unified agent experience to enable seamless customer service. The service integrates with leading CRM (customer relationship management) software such as salesforce.com and includes tools that enable agents to quickly escalate communications across media channels, based on the customer preference. It also includes outbound capabilities as well as call recording and screen recording for issue resolution and quality control purposes.
MiContact Center Live is built on the award-winning contact center platform from LiveOps, an industry leader in customer service solutions with more than 10 years of cloud experience. The highly scalable platform has processed more than one billion minutes of customer interactions and managed operations for the largest US-based contact center, supporting 20,000 home-based independent agents. Mitel complements the LiveOps platform to expand options for its customers, especially those seeking the business benefits offered by cloud communications.
For more information on MiContact Center Live, go to www.mitel.com/product-service/micontact-center-live
Mitel® (Nasdaq:MITL) (TSX:MNW) is a global leader in business communications that easily connect employees, partners and customers -- anywhere, anytime and over any device, for the smallest business to the largest enterprise. Mitel offers customers maximum choice with one of the industry's broadest portfolios and the best path to the cloud. With more than US$1 billion in combined annual revenue, 60 million end-user customers worldwide, and #1 market share in Western Europe, Mitel is a clear market leader in business communications. For more information, go to www.mitel.com.
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