Meet MiContact Center Solidus 9.0

The latest release helps future-proof communication systems and reduce total cost of ownership

We are proud to announce the launch of MiContact Center Solidus 9.0—the latest version of our flagship Enterprise Contact Center platform. We’re investing heavily in our contact center portfolio, and MiContact Center Solidus is a key piece of that portfolio. This is the first of many releases that will enhance the product based on customer suggestions and feedback; enable strategic partnerships that add further value; and fully integrate the platform into the MiContact Center family.

MiContact Center Solidus is capable of handling up to 1,500 logged-in agents on a single server simultaneously and up to 15,000 agents when networked together. It’s an all in one, adaptive and flexible platform for:

• Unified communications
• Mobility
• Contact center
• Business process automation
• Analytics and reporting
• Service and database integration

The role of multimedia

Customers increasingly expect to communicate with organizations in their methods of choice. So when a customer calls, visits a website, sends an email, sends an SMS, tweets a question, or posts on a Facebook page, the question to ask is:

Are we listening to and responding to customers quickly enough using the communication methods they prefer.

So we continue to build capabilities that help organizations transform their phone-oriented call centers into true, two-way, multi-modal interaction hubs—providing even more interaction choices by implementing additional multi-channel access capabilities.

MiContact Center Solidus provides control of the customer experience with sophisticated voice and multimedia workflows and multiple contact points:

• Voice
• Email
• Chat
• SMS
• Fax
• Social media

Enhancing customer satisfaction

The pressure on companies to deliver more with less grows by the day. Customers increasingly expect to access services around the clock, and competition is keeping all organisations focused, striving to keep up and exceed expectations. With this in mind, MiContact Center Solidus provides many ways to boost customer satisfaction:

• Self-service options provide customers with convenient, 24/7 access to information and services, all while lowering operational costs
• Special service levels can be provided for VIP customers through skills-based or preferred agent routing, prioritizing their position in queues, or ensuring they are handled by top agents
• Customer information can be put at agents’ fingertips through access to pre-integrated, best-in-class third party solutions including Customer Relationship Management, Presence and Chat Engines, and Social Media Monitoring

Business continuity

MiContact Center Solidus ensures business continuity through a robust and highly resilient solution that is designed to provide seamless and uninterrupted service, with no loss of reporting or real-time capabilities in the event of a hardware failure or network outage. It can also be deployed in a virtualized environment to reduce hardware costs, making operational savings and other efficiencies.

Controlling costs and adding value

Not only does MiContact Center Solidus provide an attractive price/value proposition, it also ensures costs are kept under control through managing peaks and troughs more efficiently by providing choice of contact method, improved staff retention, reduced training time and where appropriate, by moving contacts away from phone response to web-delivery.

MiContact Center Solidus also now extends switch-independence to provide support for hard phones, with support for third party communication servers and mixed estate environments.