MiContact Center Enterprise

Offers enterprises of all sizes an all-in-one interaction management platform that transforms dated, voice-only call centers into omnichannel customer experience centers that scale at the speed of business.

Today’s consumer is digital. They would rather interact through digital channels like email, chat, SMS text and social media. Regardless of which channel they choose to engage with you, they expect the experience to be consistent. Bolting on point solutions for each media type introduces unnecessary complications and inconsistent service. MiContact Center Enterprise is designed to give your customers consistent, quality experiences throughout their omnichannel journey.

Key Benefits
Excellent customer service whatever the contact method
Provide consistent, high quality customer service across all the contact methods that customers choose to use (phone, email, SMS text, web chat, and social media).
Opciones de desarrollo flexibles
Mitel NuPoint Unified Messaging ofrece un conjunto común de funciones para usuarios y empresas, reunidas en diferentes paquetes que se diseñaron para satisfacer los variados requisitos de tamaño y fiabilidad de las empresas.
Mejorar la tasa de resolución de problemas en la primera toma de contacto
Los agentes colaboran de forma inmediata con expertos para resolver las consultas de los clientes en la primera toma de contacto, lo que da lugar a menos transferencias de interacción y devolución de llamadas de los clientes.
Mobile workforce
Agents stay connected and work from anywhere using a smartphone. Supervisors view real-time dashboards and make configuration changes to agents, queues, skills, and priorities on their tablets.
Open Architecture
Achieve true business process efficiency with our open APIs and toolkits. Integrate 3rd party applications like WFM, CRM, IVR, and ERP, etc. with ease. Our Open Media API provides prioritized routing, queueing and reporting of any 3rd party media type.
Provide low-cost self-service
Empower customers to serve themselves via phone, email or web with a virtual assistant style interface that provides answers to their burning questions. 
Scalability and Resiliency
Aggregate multiple systems under a resilient network operation center (NOC) style environment for large-scale, dispersed deployments of up to 30,000 concurrent agents.

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Features
    Data-Driven Skills-Based Routing
    Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
    Self-Service IVR
    Speech Recognition and Text-to-Speech
    Expected wait time and position in queue announcements and web display
    Workflow Designer
    Customizable real-time dashboards
    Standard and custom historical reporting tools
    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
    Built-in Call Recording
    Integrated Quality Monitoring
    Built-in Workforce Scheduling
    Integrated Workforce Management
    Standard & customized CRM integrations via open APIs and toolkit
    Integrated with MiVoice MX-ONE and MiCollab UC
     
Manage your operations

Successfully manage you customer experience center with real-time dashboards, historical reports, and business analytics. Display contact volume, service level, agent and queue performance metrics on any device, including tablets.

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Unified Agent Experience

Empower agents to handle contacts from all media channels including inbound/outbound voice, email, web chat, SMS, and social media from a single agent interface. 

“See it in action”
Proactive customer engagement

Equipped with preview, power and progressive dialers, MiContact Center Enterprise provides a platform for proactive customer engagement that increases customer loyalty and uncovers new revenue opportunities.

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