Major shifts in customer expectations have brought new challenges to the way your business delivers customer experience. 90 percent of consumers check your website before interacting with your company, and most customers would rather interact through digital channels like web chat, SMS, chatbots and social media. Mitel’s MiContact Center Business platform is designed to give your customers the freedom to interact with you on their preferred device, using the media that works best for them while giving agents and supervisors the tools to manage today’s omnichannel customer journeys.
Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and lower customer effort scores (CES).
From small, simple call centers to the largest, most sophisticated contact centers, MiContact Center Business is flexible enough to tackle any customer engagement challenge and grow with you as your customer sales, service and support needs evolve.
Give agents and supervisors the tools to make informed decisions and provide prompt service. Agents efficiently handle voice and digital media contacts from a “single pane of glass” – handling phone, email, Web chat, SMS, and social media. Supervisors monitor and manage agent and queue performance and are alerted when service levels are below target.