Mitel Interactive Contact Center and Visual Queue

Mitel Interactive Contact Center gives you the tools you need to change agent and queue states instantly so you can respond to changing contact volumes immediately.

Interactive Contact Center provides you with browser-based tools to:

• Dynamically control the availability of individual agents and queues
• Schedule queues to open or close automatically based on business hours
• Enable do not disturb (DND) on specific queues, diverting callers to alternate answering points
• Assign make busy with reason codes to individual agents

Mitel Interactive Visual Queue is an add-on application to Interactive Contact Center, which provides contact recognition and prioritization. Knowledge of which callers are waiting in queue, how long they have been waiting, and their answer position relative to other callers allows you to dynamically prioritize contacts so you can respond to changing contact volumes immediately.

Benefits
Interactive Contact Center and Visual Queue provides advanced capabilities that:

• Support an immediate response to changing call volumes
• Ensure contact center resources are most effectively deployed at any and all times
• Respond to and control situations involving individual agents and/or agent
• Guarantee priority calls are answered first
• Ensure callers experience minimal wait times before their calls are answered

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

• Mitel Interactive Contact Center Data Sheet (PDF 1.1MB)
• Mitel Contact Center Solutions Overview - English (PDF 399KB)
• Contact Center Solutions Feature Matrix (PDF 877KB)