MiContact Center Quality Management

Mitel’s Quality Management solution, available as an add-on for MiVoice Call Recording, provides a complete suite of call center quality management

Key Benefits
Experience increased oversight capabilities
Review ongoing refinement of scripts, interaction handling and core business processes.
Enhance efficiency
Improve effectiveness of employee communications.
Train better and faster
Enjoy more effective staff training and development programs.
Identify pattern
Detect frequently occurring complaints.

Is this product right for you?

MiContact Center Quality Management Features
    • Effortless organization and search capabilities, allowing targeted call recording retrieval within seconds.
    • Customizable evaluations and quality reporting for proactively monitoring, managing and optimizing workforce performance.
    • Monitor interactions with customers in real time and receive immediate visual and/or audible notification of situations requiring attention.
    • Add text annotations directly to calls during live monitoring, allowing observations to be captured in real time.

    • Coach agents directly and discreetly via fully-integrated instant messaging.
    • Obtain a complete view of activity using desktop video monitoring, either live or after the fact, in association with the historical call audio recording
    • Assign and verify review of interactions from best practices library to support self-learning

Interested in purchasing this for your business?

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