Call Center and Customer Experience
Your business lives and dies by its customers, and your customers expect more now than ever before. Today’s customer journeys are omnichannel, seamlessly moving between phone, email, SMS, web chat, social media and in-person communications.
Exceed Customer Expectations
Retain customers and attract new ones by engaging them on their preferred device and media.
Measure and Manage Effectiveness
Analytics tools that measure employee productivity and management tools to increase effectiveness.
Achieve Success Metrics
Increase customer satisfaction, lower customer effort and improve net promoter scores.
AI in Contact Centers
Revolutionize customer interactions with Mitel’s Artificial Intelligence (AI) contact center and call center solutions that transform your customer experience.
Enhance Customer Experience and Improve Performance
Mitel Workforce Optimization captures the "voice-of-the-customer" and analyzes the interactions to spot opportunities to develop happy, competent employees that are motivated to deliver an exceptional customer experience.
Obtain valuable insights into why customers call you, the problems they face, and how to best meet their needs by making data-driven decisions on business processes while ensuring workforce performance and quality management metrics are achieved. Mitel's Workforce Optimization suite provides Interaction Recording, Quality Management & Speech Analytics.
Call Center and Customer Experience Frequently Asked Questions
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An omnichannel contact center connects voice, email, SMS, chat, and social channels into one platform, so agents can manage all interactions without switching tools.
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It lets customers reach your business on their preferred channel while keeping every interaction context-aware, so agents can pick up conversations without repeating information.
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GenAI enables more natural and responsive interactions. Virtual agents resolve routine issues automatically, while live agents receive real-time guidance and suggested responses to keep every customer exchange fast, accurate, and on-brand.
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Mitel Agent Assist, powered by Google Cloud Contact Center AI, monitors live interactions between customers and virtual agents. When complex questions arise, it brings in a human agent and provides them with conversation history and real-time response suggestions.
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Mitel Virtual Agent delivers 24/7 conversational self-service experiences through voice and chat. It manages routine inquiries efficiently while escalating complex cases to live agents with full context.
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GenAI analyzes live conversations to detect tone, keywords, and sentiment, then provides coaching cues or recommended knowledge-base articles, helping agents respond more effectively in the moment.
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Absolutely. GenAI analytics provide insights into customer preferences, trending topics, and agent adherence to scripts, enabling data-driven performance management and training.
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Yes. Mitel solutions support encryption, data residency controls, and audit logging. AI-driven analytics operate within established security frameworks to protect sensitive data.
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Speech and sentiment analysis extract intent, tone, and emotion from interactions, helping teams understand customer needs instantly and adapt service quality proactively.
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Yes. Virtual agents handle repetitive or low-complexity inquiries automatically, allowing human agents to focus on higher-value, more complex interactions.