MiContact Center Business

Enhance your customer journeys and keep employees productive and engaged with Mitel’s enterprise-grade, omnichannel customer experience management platform. 

MiContact Center Business

Enhance your customer journeys and keep employees productive and engaged with Mitel’s enterprise-grade, omnichannel customer experience management platform. 



Benefits of MiContact Center Business

All-in-One Simplicity

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Everything you need to operate a world class customer experience center including built-in Workflow Designer, Speech IVR, AI-powered Chatbots and Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards.

Design with Ease

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Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.

Effortless Administration

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Deploy in minutes instead of days; provision and manage users from all business units through a single administration interface, all without the need for IT resources.

Increase Productivity

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Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.

Infinite Extensibility

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Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.

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The flexible IP communications system, contact center solution and collaboration services can evolve with the organization, giving us the agility and scalability to expand as and when we need to.

- Roy Grant, Shared Head of ICT York & Harrogate

EVERYTHING YOU NEED TO DELIVER AMAZING CUSTOMER CARE

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    Deliver Omnichannel Customer Experiences

    Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and elevate net promoter scores (NPS).
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    Optimize Resources

    Give agents and supervisors the tools to make informed decisions and provide prompt service. Agents efficiently handle voice and digital media contacts from a “single pane of glass” – handling phone, email, Web chat, SMS, and social media. Supervisors monitor and manage agent and queue performance and are alerted when service levels are below target.

  • Power Your CX With AI

    Provide an exceptional customer experience while increasing operational efficiency with Google Cloud Contact Center AI-powered Chat and Voice bots that converse naturally with customers and agent assist technology that listens to the conversation and delivers suggested articles to human agents in real-time.

Features

  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, IVR, Chat/Voice Bots, and 3rd party media
  • Self-Service IVR with Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements
  • Workflow Designer
  • Standard and customizable real-time dashboards and historical reports
  • Omnichannel case management
  • Outbound dialing and messaging
  • AI-powered Virtual Agent Chat/Voice Bots and Agent Assist
  • Scheduled and real-time callbacks
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Interaction Recording, Quality Management, and Speech Analytics Add-ons
  • Built-in Workforce Scheduling with optional Workforce Management
  • Standard & customized CRM integrations via REST APIs and toolkit

Is this product right for you?

Contact Sales

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