How Centrinex improves agent productivity with multimedia

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Founded in 2005 in Lenexa, Kansas, Centrinex is a national leader in contact center management and predominantly serves lines of business such as federal government, financial services, seminar groups, and inbound customer service.

In the past ten years, Centrinex has grown from a startup with ten employees to a powerhouse with 800 agents and three call center facilities. But its tremendous growth is no product of luck; Centrinex credits its success to performance measurement, recruiting and training top talent, and a commitment to using advanced technology. Ever-conscious of shifts in the market and new ways customers wish to communicate with its clients, Centrinex recognized that introducing multimedia capabilities into its call centers would not only improve customer satisfaction, but also increase productivity by enabling agents to handle multiple customer interactions at once and with a quicker resolution time.

“Each time we grew, each time we added more agents, each time we added more phone lines, each time we added more volume to the system – Mitel had a solution for us and was able to provide for us everything that we needed to move to that next level. It’s an easy decision for me now to want to grow to 1000 people, 2000 agents, 4000 agents…[we know our] Mitel solution will be able to grow with us.” – Bart Miller, Centrinex Founder and CEO