MiContact Center Enterprise

An enterprise all-in-one customer interaction management platform that transforms dated voice-only call centers into omnichannel customer experience centers.

MiContact Center Enterprise

An enterprise all-in-one customer interaction management platform that transforms dated voice-only call centers into omnichannel customer experience centers.

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"I would definitely recommend Mitel. They’ve been committed to our success in the cloud and a great partner to work with from the very beginning."

- Laurent Gaertner, Director of Global Network and Hosting, Carlsberg Group

Omnichannel Customer Experience Management

Features

  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
  • Self-Service IVR with Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements
  • Workflow Designer
  • Standard and customizable real-time dashboards and historical reports
  • Preview, power and progressive dialing and campaign management
  • Web and in-queue callbacks
  • Agent/Supervisor instant messaging
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Silent monitoring / barge-in
  • Interaction Recording, Quality Management, and Speech Analytics Add-ons
  • Integrated Workforce Management
  • Standard & customized CRM integrations via open APIs and toolkit
  • Integrated with MiVoice MX-ONE and MiCollab UC

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