MiContact Center Multimedia

MiContact Center Multimedia powers prompt, informed interactions between the mobile enterprise, mobile agents and supervisors, and mobile end customers

MiContact Center Multimedia is an optional solution for MiContact Center Business or voice-only contact centers running third-party telephone platforms. It enables businesses to differentiate themselves by empowering end customers, contact center agents, supervisors, and even system administrators, with highly sophisticated email, chat, fax, SMS, social media, and digital self-service capabilities. From a single agent desktop application, agents can handle all types of digital interactions, and supervisors have access to powerful real-time, historical, and forecast reporting features.

Flexible Customer Experience

  • Give customers the ability to contact you at any time, from anywhere, on any device, and from any browser
  • Turn customers into word-of-mouth marketers and monetize social media
  • Empowers intelligent, informed customer decisions, as they can quickly identify which media will get the fastest answers

Seamless Agent Desktop Experience

  • Streamlined operations as agents use a single application designed to handle all digital customer interactions
  • Easily see the presence of other contact center workers and back-office employees to facilitate first contact resolution
  • Quickly identify customers in queue and dynamically re-prioritize contacts with pick and push routing
  • Always stay tapped into the heartbeat of the contact center with the ability to quickly view personal, queue, and group performance statistics in real time

Efficiently and Effectively Measure and Manage Performance

  • Optimize digital customer experience with a wide variety of real-time monitoring and historical reports
  • Intelligently forecast multimedia agent requirements based on historical contact volumes to ensure you have the right people, in the right place, at the right time
  • Power supervisor mobility with tablet support so they can roam the contact center while actively monitoring performance and ensuring service levels are never sacrificed

Simplify IT Administration

  • Using a familiar, Microsoft Visio-like drag-and-drop interface, contact center administrators and managers can quickly and easily create highly flexible, integrated routing workflows for all media, including auto-responses for multi-channel self-service capabilities
  • Ensure that customers are provided with a streamlined, consistent routing experience across all channels
  • Seamlessly fit into your existing infrastructure or choose the infrastructure that best suits your needs with an open solution based on IMAP and SMTP interoperability

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