Mitel Visual Workflow Manager

Mitel Visual Workflow Manager provides the tools you need to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the agent(s) best qualified to handle their requests. Visual Workflow Manager is an all-in-one; scalable, web-based voice processing system with interactive voice response (IVR). It enables you to:

• Quickly build and manage call flows with an intuitive drag and drop graphical user interface
• Create and serve static and custom recorded announcements to callers in queue
• Provide callers with expected wait time or position in-queue messaging
• Provide callers with time of day / day of week / day of year or queue-conditional messaging
• Allow customers to request a queued callback via the web or voice mail
• Route calls based on the number they are calling from (ANI/CLI), time of day, or current queue conditions
• Report on Visual Workflow Manager activity

Benefits
Visual Workflow Manager provides contact centers with advanced capabilities that:

• Keep customers informed
• Manage caller expectations for a more positive experience
• Match callers with the most appropriate agent based on a range of factors
• Provide callers with flexible contact alternatives to waiting in queue
• Provide premium service to premium customers
• Meet service level commitments
• Understand call flows from the customer's perspective

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

• Mitel Intelligent Queue Data Sheet (PDF 720KB)
• Mitel Contact Center Solutions Overview - English (PDF 399KB)