Multichannel Contact Center Solutions

Multichannel contact center solutions are customer engagement platforms that allow businesses to manage and respond to customer interactions across multiple communication channels, such as voice, email, SMS, live chat, and social media, all from a unified system. 

Why do they matter today? Because in today’s always-on, digital-first world, customers expect service on their terms, whether that's a phone call, a quick message, or a social media query. Multichannel solutions ensure that businesses can meet those expectations without sacrificing efficiency, context, or quality.  

By consolidating channel interactions into a single interface, organizations reduce silos, accelerate response times, and deliver more personalized, consistent experiences. This approach not only boosts customer satisfaction but also improves agent productivity and operational insight. 

Top benefits of multichannel contact center solutions 

Flexible customer experience 

Empower customers to interact with your contact center in the medium of their choice—voice, email, SMS, fax, social media, web chat, or multimedia self-service. Give your customers the flexibility to choose the medium that makes the most sense for them so they can make more intelligent, informed  decisions and enjoy a superior experience. 

Management insight and resource planning 

Get a real-time view of all customer activity from a variety of monitors and dashboards, drill down further into performance with historical charts and reports for multimedia customer activity, and replay historical multi-channel experiences in simulated real time. Forecast your resource requirements to build intelligent work schedules that can meet demand. 

Seamless agent experience  

Give agents a single interface to handle interactions across all channels, with all the relevant customer information and necessary tools directly at their fingertips to ensure accurate and efficient responses. 

Simplified IT management 

Simplify operations with a single point of configuration and administration for all forms of customer engagement. Quickly and easily create highly flexible, integrated routing workflows for all media, including auto-responses for multichannel self-service capabilities, using a familiar drag-and-drop interface. 

Fast facts about multichannel customer engagement 

Relationships are going digital 

By 2020, customers will manage 85% of their relationship with a business in the digital space without interacting with a human, according to Gartner. 

It's a multichannel world 

25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels (Ovum). 

Beyond the call 

According to Synthetix, 90% of consumers will always check a website before emailing or calling a company—and 63% said they were more likely to return to a website that offers live chat (Forrester). 

Commit to customers & they'll commit to you 

79% of customers will commit to a deeper product or service relationship with a brand after a satisfying experience. The time to improve your digital customer experience is now. 

Featured Products and Solutions for Multichannel Contact Centers 

Mitel CX 

An all-in-one, AI-assisted contact center platform designed to orchestrate personalized experiences across every customer interaction. Mitel CX offers a fully converged interface for agents, AI-powered virtual agents, and workflow automation tools, enabling businesses to deliver seamless omnichannel customer journeys. > Learn more 

MiContact Center Business 

An enterprise-grade, omnichannel customer experience management platform that supports voice, email, chat, SMS, and social media interactions. It features a drag-and-drop workflow designer, AI-powered chatbots, and integration capabilities with CRM systems, allowing for efficient and personalized customer service. > Learn more 

MiContact Center Enterprise 

An enterprise all-in-one customer interaction management platform that transforms dated voice-only call centers into omnichannel customer experience centers. > Learn more 

Mitel Workflow Studio 

A low-code tool that empowers businesses to design, automate, and optimize communication workflows. With AI orchestration capabilities, Workflow Studio enables the creation of adaptive customer experiences that can evolve with changing business needs. > Learn more 

Mitel Workforce Optimization 

A comprehensive suite offering call recording, quality management, speech analytics, and forecasting tools. This solution helps businesses gain insights into performance, align staffing with demand, and drive continuous improvement across contact center operations. > Learn more  
 

Ready to build a smarter multichannel contact center? 

The way customers engage with your business has changed. To meet their expectations today, you need contact center solutions that unify channels, empower agents, and deliver consistently exceptional experiences. 

Whether you're upgrading an existing system or designing a new strategy from the ground up, Mitel’s multichannel contact center solutions provide the tools, flexibility, and intelligence to help you lead. 

Let’s talk about how we can help you deliver personalized, scalable customer service across every channel. 

Contact our sales team to get started.