Mitel Customer Service Manager Client

Mitel® Customer Service Manager provides tools that enable your team to become more productive and deliver superior customer service.

Customer Service Manager Client

Customer Service Manager Client is available in two packages to meet your specific needs:

• Connection Assistant – allows agents and supervisors to control their telephone extension from their computer as well as monitor the call status of their colleagues. It also delivers automated dialing and enhanced call control, and allows calls to be screen popped through integration with popular PIM solutions, including Microsoft® Outlook®, ACT! by Sage, Telemagic, Maximizer, GoldMine, and Microsoft Access®.
• CallViewer – provides all the features of Connection Assistant but can be integrated with PIM databases, other than those listed above. CallViewer also provides enhanced call control with control features such as the ability to set DND state.

Customer Service Manager Real Viewer
Real Viewer is a real-time performance window for the individual agent or team leader in an informal contact center that:

• Displays real-time call, email, and agent statistics directly on your agent’s screen
• Allows call center staff to monitor their performance in real-time
• Provides extensive filter options that allow for customizable statistics
• Highlights problems as they occur using visual and audible alarms
• Assists with staff motivation

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

• Mitel Customer Service Manager Overview (PDF 2.5MB)