Contact centers come in all shapes and sizes.
To meet the needs of internal “customers,” some departments in large organizations even perform a contact center role without thinking of themselves as contact centers.
At the other end of the spectrum are enterprise-class operations that might have agents at multiple sites worldwide. They require automated interactions, advanced routing algorithms, workforce management tools, and a whole array of other capabilities to work effectively.
Contact centers that build relationships
Whether it is a department, an enterprise, or something in between, the goal of any contact center is ensuring that customers get the kind of service they need to build and maintain profitable relationships:
- Empower customers
- Ensure agent productivity
- Manage efficiently
- Streamline operations
A Mitel solution for Any Contact Center
Informal and Workgroup Contact Centers
The Mitel MiContact Center Office Edition (available for the MiVoice Office platform) meets the needs of small, informal, workgroup-type “departmental” contact centers.
Small Formal Contact Centers
The Mitel MiContact Center Business Edition (available for the MiVoice Business platform) delivers robust functionality and reporting but packaged specifically for small contact centers that have sophisticated, enterprise-grade requirements.
Large-Scale Enterprise-Grade Contact Centers
Mitel MiContact Center Enterprise Edition (available for the MiVoice Business platform) is a robust, highly flexible solution that delivers feature-rich monitoring, reporting, forecasting, and agent productivity tools to the most sophisticated contact centers, including virtual, multimedia contact centers with multiple locations and remote agents.
Microsoft Lync-Based Contact Centers
Built natively on the Microsoft Lync Server call control and Lync desktop client, MiContact Center for Microsoft Lync is an end-to-end Lync solution that combines ACD routing with in-queue messaging, extended Lync presence, real-time reporting, historical monitoring and forecasting, and CRM screen pop functionality.