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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.
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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.
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 Management Business Edition is a web-based, single-site contact center management solution that provides historical voice reporting and real-time monitoring for agents and supervisors, regardless of where they are geographically located. Mitel Traffic Analysis, an add-on application to Mitel Contact Center Management Business Edition, provides detailed reporting to help optimize your trunk configuration.
Mitel's IP communications platforms (ICPs) are advanced Automatic Call Distribution (ACD) packages that enable calls to be evenly distributed among the agents in a group, for a cost-effective use of pooled resources and improved customer service.
Mitel Visual Workflow Manager provides the tools you need to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the agent(s) best qualified to handle their requests.
Mitel Multimedia Contact Center is an advanced multimedia routing solution that routes emails, web chats and faxes to the longest idle agent or preferred agent (recognizes the agent who handled this customer previously) and enables multimedia historical reporting, real-time monitoring and forecasting.
Mitel Contact Center Softphone provides complete phone set functionality from your computer desktop with intuitive visual point-and-click access to the advanced call management features of the 3300 IP Communications Platform (ICP). A computer and USB headset deliver voice media to the agent.
The Mitel Teleworker Solution is an optional module that supports remote agents with complete access to voice and data capabilities that colleagues inside a contact center enjoy at the office.
Mitel has partnered with several third-party companies that provide complementary applications to Mitel Contact Center Solutions, ensuring you have easy access to pre-integrated, best-in-class solutions.
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.
Mitel Contact Center Scheduling provides supervisors with forecasting and scheduling capabilities to optimize skill and labor requirements to align with their call traffic. Mitel Contact Center Schedule Adherence is an add-on application to Mitel Contact Center Scheduling that compares daily schedules to real-time information, and informs managers in real time of agents’ adherence to their schedules.
