Supervisor and Agent Productivity Applications

Tools to help you optimize the efficiency and flexibility of your contact center staff.

Mitel MiContact Center provides state-of-the-art tools enabling contact center staff to work efficiently and flexibly. From the right phone solutions to seamless integration for remote agents, automated dialing and customer relationship management (CRM) integration, Mitel lets you build a contact center that works the way you do.

Mitel Contact Center PhoneSet Manager and Contact Center Softphone

Provide agents with automatic call distribution (ACD) agent functions such as log in, set do not disturb, and busy, while significantly increasing efficiency and productivity and facilitating first contact resolution by avoiding blind transfers and callbacks.

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.

Mitel Contact Center Screen Pop

Contact Center Screen Pop displays caller and account information based on incoming call parameters. With Mitel IVR Routing collected digits, Contact Center Screen Pop can also display caller-entered digits, such as account numbers – callers avoid the frustration of repeating information, and agents can provide more efficient service. Contact Center Screen Pop works with any data source to launch applications or Web pages when calls arrive. When integrated with a third-party application or Web page, Contact Center Screen Pop can launch database information and forms, putting the information agents need to view or update at their finger-tips. The result? Reduced cost and improved service levels.

With Contact Center Screen Pop, you can:

  • Identify callers by their name, ANI, DNIS, and by digits they enter, such as account numbers
  • Retain caller identification information when calls are transferred between employees
  • View a trace report web page that details customer call history for the past week
  • Leverage your existing customer relationship management (CRM) database and view records in a CRM database upon call arrival
  • Create a Microsoft Outlook contact journal entry

Multimedia Contact Center

By enabling your contact center agents with the ability to handle email, chat, and social media interactions, and to be just as effective in these media as are they in handling voice interactions, you are able to differentiate your business, increase customer satisfaction, and drive customer and brand loyalty through quality customer engagements.

Our Multimedia Contact Center Solution provides agents with a unified desktop application, Mitel Ignite, enabling them to handle voice, email, Web chat, and social media customer interactions. It provides agents with an email-system agnostic, feature-rich agent desktop client that includes key real-time performance metrics, and supports supervisor mobility natively using Windows 8-based tablets or integration with VMware View.

Remote Agents

Grow your contact center without increasing overhead. Offer agents the option of working at home. Recruit skilled agents regardless of location without requiring them to move, and retain valued agents who move away.

Mitel Teleworker Solution extends the full voice and data capabilities enjoyed by agents in your contact center, to agents working at home or remotely. All a remote agent needs to be a fully integrated member of the contact center team is a Mitel IP phone, a PC, a home router, and a high-speed Internet connection.

Teleworker Solution offers:

  • Transparent access to corporate voice and data services without the need for a VPN (virtual private network)
  • High levels of security
  • Plug-and-work simplicity
  • Scalability with support for large numbers of remote workers