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

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.



Benefits of Mitel Workforce Optimization

Optimize Resources

Remove waste from the system by ensuring that you have the right number of agents with the right skills, in the right place, at the right time.

Elevate the Employee Experience

Empower employees with tools to measure and manage their performance while giving them a mobile app to check their work schedules, view messages, make shift trades, request vacation, state preferences, and add overtime availability.

Improve Performance

Efficiently distribute interactions and work across channels through combined skills and schedule-based routing to boost efficiency and service levels while reducing costs associated with undesired overtime and employee turnover.

Enhance the Customer Experience

By capturing the “voice-of-the-customer” and analyzing interactions, you can spot opportunities to nurture happy, skilled employees who are motivated to deliver an exceptional customer experience.

Mitigate Risks

Automatically detect potential cases of fraud, minimize liability risk, and ensure regulatory compliance by documenting client transactions. Protect agents by giving them the power to record calls at any point during the conversation. Verify whether calls adhere to regulatory requirements such as MiFID II, Dodd-Frank Act, and PCI DSS.

GenerativeAI

Drive deeper business insights using GenAI data analytics, gain deeper understanding of customers interactions at a click of button, leverage smooth data transfer to our AI engine, transcribe in 100+ languages, and visualize insights with powerful dashboards and reports.

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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:

    • Leverage GenAI functions with Interaction Recording Insights AI
    • 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.

Support

ADDITIONAL DEVICES

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