Workforce Management and Recording Management Solutions

better business communication

Operational efficiency meets quality monitoring

Workforce management (WFM) optimizes productivity, all the way from the company-wide level down to individual departments and employees. With a good WFM solution, you can accurately plan, forecast and schedule agents to increase operational efficiency. Combined with call recording and quality management tools, you can empower managers, supervisors and employees with a variety of workforce tools to help monitor, analyze and enhance individual and group performance.

Top Functions of Workforce Management and Recording Solutions

    Multichannel Forecasting and Scheduling
    With agent forecasting and scheduling tools, you can achieve significant cost benefits by right-sizing agent staffing without sacrificing service levels and automating scheduling—even in multi-skill, multichannel environments with complex local work rules and company policies.

    Call Recording and Quality Management
    Benefit from a powerful real-time and historical perspective on the interactions occurring within your business, translating to enhanced employee performance, a better understanding of customer service issues and improved business processes.
    Administrative Process Automation
    Automate many common call center processes, including shift trading and time-off requests. Requests can be automatically approved or denied based on effects on service levels, removing time-consuming manual work from resource planners and team leaders.

    Risk and Compliance Management
    Document phone-based transactions to minimize liability risk and ramifications of miscommunication with customers. Ensure compliance and e-discovery requirements by querying recordings though keywords and phrases, simplifying search and review of audio data.

Mitel workforce management solutions ensure resources are properly allocated to avoid mishaps that negatively impact the customer experience, like long wait times and multiple transfers to find the correct agent for a customer’s query. Our call recording tools enable your organization to quickly capture, archive, and organize, playback and share voice documentation. By organizing and sharing these recordings, you can transform isolated events into part of your continuous improvement system. Our quality management solutions add advanced quality assurance, personnel development and reporting tools to the core recording technology, all tightly bundled into one comprehensive system.

Featured Products and Solutions for Workforce Management and Recording

    Media Distribution and Routing Applications
    Build a modern and reliable contact center environment with tools that seamlessly integrate traditional automatic call distribution (ACD) with sophisticated workflows and multiple contact media, such as email, social media and Web.

    MiContact Center Quality Management
    Call recording and quality monitoring are commonly performed with the intent of evaluating call handling performance and improving the quality of customer service.

    Mitel Call Center and Customer Experience Solutions
    Mitel provides several call center, customer experience, and contact center solutions to meet a wide range of business sizes and needs.

    Call Costing
    By monitoring, motivating, and compensating employees, managers can encourage all employees to communicate efficiently be aware of costs incurred for daily business operations.

    Mitel ACD 100
    Mitel ACD 100 optimizes the call distribution in small and medium-sized enterprises.

    MiVoice Call Recording
    Unlock the full potential of your customer experience with valuable insights into every interaction with recording solutions like call center recording...

    MiVoice Analytics
    MiVoice Analytics enables companies to track, monitor and control telecommunication usage and costs on their MiVoice Business communications platform

Ready to talk to sales? Contact us.
61 2 9023 9500 Email Us