Mitel Contact Center Business Edition

Mitel® Contact Center Business Edition is designed for single-site contact centers with 25 or fewer agents. This value-packed, out-of-the-box solution offers you a selection of the most frequently used applications from Mitel’s Contact Center portfolio. It delivers:

• Award-winning graphical agent desktop
• Core set of historical and real time reports
• Consolidated agent and queue management
• Rich voice automatic call distribution (ACD) functionality
• Intelligent, advanced call routing options and interactive voice response (IVR)

Contact Center Business Edition combines robust communications platforms (Mitel 3300 Controller and Mitel 5000 Communications Platform), automated call distribution (ACD) software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server. These include:

Management and Reporting Applications

• Mitel Contact Center Management: Management tools for small to multi-site contact centers
• Mitel Interactive Contact Center and Visual Queue: Dynamic telephone system control in real-time
• Mitel Call Accounting: Call costing

Media Distribution and Routing Applications

• Automatic Call Distribution
• Mitel Visual Workflow Manager: IVR, advanced routing and self service
• Mitel Multimedia Contact Center: ACD for e-mail, web chat, fax SMS and walk-in

Supervisor and Agent Productivity Applications

• Mitel Contact Center PhoneSet Manager and Contact Center Softphone
• Mitel Contact Center Screen Pop: CRM screen-pop
• Outbound Dialing: automated dialing
• Remote Agents: agents anywhere

Third-Party Contact Center Applications

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

• Mitel Contact Center Solutions Overview - English (PDF 399KB)
• Contact Center Solutions Feature Matrix (PDF)
• Llewellyn Worldwide - Customer Highlight (PDF 720KB)