MiContact Center

Transform your customer experience for today’s mobile consumer

Your customer experience has never been so important.

More than ever, that experience is shaped and delivered through digital interactions. While the majority of customer communications are still voice-based, consumers now rely more heavily on digital methods, such as email, SMS, web chat, and social media. They expect the flexibility to interact through the medium of their choice, wherever they are. And, they expect to be able to switch between one medium and another while they are on the move.

What’s more, today’s customer experience must go beyond customer-initiated interactions to deliver proactive contact, empower customers with self-service capabilities, and even leverage the power of machine-to-machine interactions via the Internet of Things (IoT).

Whether or not your business has a traditional contact center, your customer touchpoints should be equipped to deliver informed and personalized interactions with your clients and prospects. And, equally as important, your business should have the agility to respond to changing requirements on the fly.

How Mitel can help

From connecting customers to the right person, on the first try, every time to managing your workforce and monitoring quality of service, the right technology can transform your customer experience from dated to digital. Mitel offers solutions, services, and expertise to support your customer experience strategy every step of the way.

Core Platforms

MiContact Center Office

MiContact Center Office, designed for the MiVoice Office 250 (formerly MiVoice Office) platform, is an entry-level solution for contact centers or workgroups with up to 100 agents.

MiContact Center Business

Leveraging the MiVoice Business platform, MiContact Center Business is a multichannel and cloud-ready solution designed to power customer-centric organizations with up to 1,200 agents.

MiContact Center Enterprise

MiContact Center Enterprise (formerly MiContact Center Solidus) is built for the MiVoice MX-ONE platform and also supports 3rd party communication servers (Cisco formally tested) and mixed estate environments. MiContact Center Enterprise is an all-in-one contact center with a single software stream for seamless growth, feature extension and deployment flexibility. Supporting up to 1,500 agents on a single system, MiContact Center Enterprise scales to 15,000 concurrent agents in a network under a resilient environment.

Complementary Products

MiContact Center Campaign Manager

MiContact Center Campaign Manager is a software-based outbound progressive dialling solution designed to vastly improve the productivity of your outbound dialing team.

MiContact Center Outbound

MiContact Center Outbound is much more than a simple outbound dialer – it’s a comprehensive, integrated outbound strategy management suite. MiContact Center Outbound supports all modes of outbound dialing and multi-channel interactions and includes a wide range of scripting and campaign management tools.

MiContact Center for Lync

Built natively on the Microsoft Lync Server call control and desktop client, MiContact Center for Microsoft Lync provides a turnkey Unified Communications solution of multi-media capabilities including chat, email, presence and voice to provide a better customer experience, improve agent productivity and communicate with Subject Matter Experts both in and outside the contact center. 

MiContact Center Live

MiContact Center Live is a true cloud solution that enables businesses to intelligently deliver quality customer experience anywhere, anytime, from any device, and across any channel.

MiVoice Call Recording and Quality Management

MiVoice Call Recording software allows organizations to quickly capture, archive, and organize, playback and share voice documentation using Mitel’s patented Portable Voice Documentation (PVD™) technology. Mitel’s Quality Management solution, available as an add-on for MiVoice Call Recording, provides a complete suite of quality assurance, evaluation and e-learning tools. It is the only true quality monitoring software solution to also deliver a comprehensive set of compliance management capabilities.

 

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