Mitel Contact Center PhoneSet Manager and Contact Center Softphone

Mitel Contact Center PhoneSet Manager and Contact Center Softphone streamline call handling by enabling employees to use their desktop computers as IP-based phones.

Contact Center PhoneSet Manager automates Mitel phone sets from computer desktops.

Contact Center Softphone enables agents to use their desktop computer as an IP-based phone.

Designed with agent productivity in mind, these applications provide intuitive point-and-click functionality, and save agents time with a configurable user interface, advanced short cut key functionality, and pre-programmed call forward destinations. Contact Center PhoneSet Manager and Contact Center Softphone:

• Provide automatic call distribution (ACD) agent functions (log in, set do not disturb, set make busy) in addition to basic hard phone functions
• Automate common agent actions and significantly increases efficiency and productivity
• Avoid blind transfers and callbacks, and facilitate first contact resolution
• Integration with Microsoft® Office Communications Server 2007 and Office Communicator 2007 provides real-time and online presence enabling agents to quickly locate available experts, avoid blind transfers and callbacks, and enable first contact resolution
• Agent recorded pre-announcement greetings based on the queue, time of day and day of week

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

• Mitel Contact Center Soft Phone Data Sheet (PDF 652KB)
• Mitel Contact Center Solutions Overview - English (PDF 399KB)
• Contact Center Solutions Feature Matrix (PDF 877KB)