Mitel Contact Center Management

Mitel Contact Center Management is the foundation for the Mitel Contact Center Solution. It provides advanced, browser-based tools for reporting on and monitoring all agents and queues, over any date and time horizon.

Contact Center Management enables you to:

• View historical events for a particular date, in simulated real time
• Monitor all contact center activities for queues and agents in real-time
• Capture detailed and accurate reports on queue and agent performance
• Forecast the number of agents required to meet service level goals based on historical data and "what-if" scenarios
• Send online messages/broadcasts to agents and supervisors quickly and securely
• Configure the database and control user access to applications and devices
• Have an overall view of trunk traffic with the Mitel Traffic Analysis option
• Integrate with Microsoft® Office Communications Server 2007, so agents can see the real-time presence of both internal and external product experts, and instant message them or call them, to deliver first contact resolution to callers.

Contact Center Management is available in Business Edition and Enterprise Edition. Contact Center Management Enterprise Edition provides all of the functionality described above, plus the following additional features:

• Flexible reporting – option that enables supervisors to generate tailored reports that display only relevant statistics and reduce information overload.
• Virtual contact centers – support for multi-site, geographically dispersed contact centers that deliver quick contact resolution by routing calls to the best skilled agents irrespective of the agent’s geographic location. This is delivered using a single-server configuration to minimize overhead costs.
• ACD resiliency – In the event of a controller/network failure, IP phones automatically re-register with a secondary controller, allowing phones to remain in service
• High availability –leverages Microsoft® clustering to ensure fail-over to a secondary server for the contact center applications, upon the failure of the primary server in the event of a network outage or planned server maintenance

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

• Mitel Contact Center Management Data Sheet (PDF 597KB)
• Mitel Contact Center Solutions Overview - English (PDF 399KB)
• Contact Center Solutions Feature Matrix (PDF 877KB)