Mitel Workforce Optimization

Empower your employees with Mitel Workforce Optimization solutions that are proven to improve both the efficiency of your organization and the quality of your customer experience.

Mitel Workforce Optimization

Diagram showing Mitel Workforce optimization and its features: Interaction recording, quality management, coaching, eLearning, workforce management, WFO, WFM, customer survey, performance, speech analytics

Empower your employees with Mitel Workforce Optimization solutions that are proven to improve both the efficiency of your organization and the quality of your customer experience.

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Boost Your Team’s Performance with Mitel Workforce Optimization Solutions

  • Interaction Recording

    Every organization that engages with customers, clients, partners, or suppliers stands to gain from greater insight into the interactions that shape their everyday operations. Mitel Interaction Recording is a software application that seamlessly captures, organizes, plays, and shares voice and screen recordings, helping managers:

    • Find ways to improve customer experiences
    • Optimize internal operations
    • Identify and share proven sales techniques
    • Ensure regulatory compliance
  • Workforce Management

    Fluctuating call volumes, expanded media types, high turnover, performance gaps, and employee proficiencies are just a few of the obstacles your business encounters on a daily basis. Mitel Workforce Management (WFM) is a software application that’s engineered to help organizations of all sizes lower costs and gain customer insights while becoming more efficient in day-to-day operations. Put your employees in the right place at the right time in a manner that promotes business growth and provides a more balanced workload, lowers attrition rates and raises schedule adherence.

  • Quality Management

    Leverage intelligent monitoring and reporting features for a complete view of customer satisfaction and agent effectiveness that supports quality management:

    • Create unique interaction evaluation templates according to different team focuses and topics
    • Filter and evaluate customer interactions
    • Analyze evaluations
    • Visualize results
    • Identify coaching opportunities

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Features

  • Full-time or on-demand voice and screen recording

  • Real-time interaction monitoring

  • Compliance recording for MiFID II, Dodd-Frank Act, GDPR, PCI-DSS, etc.

  • Automatic recording categorization

  • Advanced search and replay of recordings with tagging

  • Custom employee evaluations/scorecard template generator

  • Agent self-evaluation

  • Targeted training, coaching, and employee assessments

  • Keyword spotting and transcription
  • Automated fraud detection
  • Forecast across channels including phone, chat, e-mail, SMS, and social media
  • Scheduling down to one-minute intervals
  • Intraday and real-time schedule adherence
  • Performance management dashboards and scorecards
  • Check work schedules, view messages, trade shifts, request vacations, state preferences, and add overtime availability
  • Integrations with CRM, ERP, data warehouse, etc.

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