MiContact Center Outbound

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MiContact Center Outbound

Proactively reach your customers and prospects to improve loyalty and uncover new revenue opportunities.

MiContact Center Outbound equips your outbound teams with the tools for a proactive engagement strategy that builds customer loyalty and boosts your bottom line. Blended contact centers can maximize agent productivity with a single platform for outbound and multi-channel interactions between inbound calls. With preview, progressive, power, and predictive outbound dialing, MiContact Center Outbound is a powerful platform to enhance your service delivery. Best of all, Mitel solutions are fully compliant with automated dialing regulations.

Featured Benefits

Automate outbound dialing to double agent talk time with advanced, patented predictive dialing. Scripting, action prompts and CRM pop-ups equip agents with the necessary information for informed and personal customer interactions.
Actionable insights and reporting ensures the contact center runs at optimal efficiency and uncovers buying patterns to boost sales of additional products, services or upgrades. Facilitate first-contact resolution and ensure business process and regulatory compliance.
Intelligent lead management with visual data segmentation and advanced call recycling tools to ensure leads are handled appropriately and allow managers to adjust campaigns on the fly without any downtime.
Inbound and outbound workflows with easy-to-use, visual programming interfaces remove the administration burden from IT and empower managers and supervisors.

key benefits

Better adaptability: Intelligent lead management with visual data segmentation and advanced call recycling tools ensure leads are handled appropriately and allow managers to adjust campaigns on the fly without any downtime.

Free your IT department: Inbound and outbound workflows with easy-to-use, visual programming interfaces remove the administration burden from IT and empower managers and supervisors.

Improve efficiency: Actionable insights and reporting ensures the contact center runs at optimal efficiency and uncovers buying patterns to boost sales of additional products, services or upgrades.

Increase productivity: Automate outbound dialing to double agent talk time with advanced, patented predictive dialing.

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Features

Campaign strategy and call recycling rule management
Automated data imports using a wide range of sources such as files, spreadsheets, and databases • Scheduling of reports to run periodically and be delivered in many different ways
Blending of lists to deliver varied work to agents and still adhere to campaign specific SLAs

Manage list quotas, so that a list can stop delivering records when certain conditions are met
Use advanced contact parameters determining how you want to process each list. For example, you can choose to try each record once before making a second attempt or save untried record for such times that there are no retries to be made
Choose when you may wish to link a record to an agent (for example, when agents are incentivized through commission) or at what point to release the link (for instance, when agents go on holiday

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