MiContact Center Enterprise

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

MiContact Center Enterprise

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



Benefits of MiContact Center Enterprise

Excellent Customer Service Whatever the Contact Method

Customer Experience icon

Provide consistent, high quality customer service across all the contact methods that customers choose to use (phone, email, SMS text, web chat, and social media). Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.

Mobile Workforce

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Agents stay connected and work from anywhere using a smartphone. Supervisors view real-time dashboards and make configuration changes to agents, queues, skills, and priorities on their tablets.

Flexible Deployment Options

Flexible Deployment Options, secure cloud icon

Enjoy the flexibility of deploying MiContact Center Enterprise on premise, virtualized in your data center, in a hybrid configuration or in a private/public cloud with native multi-tenanting.

Open Architecture

Integration, Extensible, puzzle icon representing integration

Achieve true business process efficiency with our open APIs and toolkits. Integrate 3rd party applications like WFM, CRM, IVR, and ERP, etc. with ease. Our Open Media API provides prioritized routing, queueing and reporting of any 3rd party media type.

Scalability & Resiliency

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Aggregate multiple High Availability servers under a resilient network operation center (NOC) style environment for large-scale, dispersed deployments of up to 30,000 concurrent agents.

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"I would definitely recommend Mitel. They’ve been committed to our success in the cloud and a great partner to work with from the very beginning."

- Laurent Gaertner, Director of Global Network and Hosting, Carlsberg Group

Omnichannel Customer Experience Management

  • Contact Center Manager, men with a tablet

    Manage Operations With Ease

    Successfully manage your omnichannel customer experience center with real-time dashboards, historical reports, and business analytics. Display contact volume, service level, agent and queue performance metrics on any device, including tablets.
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  • Omnichannel Agent working from home, man working at a laptop

    Unified Agent Experience

    Empower agents to handle contacts from all media channels including inbound/outbound voice, email, web chat, SMS, and social media from a single agent interface.
  • Woman with a mobile phone

    Proactive Customer Engagement

    Equipped with preview, power and progressive dialers, MiContact Center Enterprise provides a platform for proactive customer engagement that increases customer loyalty and uncovers new revenue opportunities.

Features

  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, Social Media, 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
  • Preview, power and progressive dialing and campaign management
  • Web and in-queue callbacks
  • Agent/Supervisor instant messaging
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Silent monitoring / barge-in
  • Interaction Recording, Quality Management, and Speech Analytics Add-ons
  • Integrated Workforce Management
  • Standard & customized CRM integrations via open APIs and toolkit
  • Integrated with MiVoice MX-ONE and MiCollab UC

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