Enterprise Omnichannel Contact Center
Built for Scale and Flexibility

Routes customer interactions to the best-skilled available agent based on configurable criteria, reducing wait times and improving first-contact resolution across all media channels including voice, chat, email, SMS, fax, and social media.  

Build and manage scripts to automatically address customer needs, enable self-service IVR with speech recognition and text-to-speech, and provide callers with expected wait time and position-in-queue announcements.  

The Open Media API provides prioritized routing, queueing, and reporting for any third-party media type, enabling integration of custom channels like parcel logistics tracking, alarm systems, or meeting requests into unified workflows.

Display contact volume, service level, agent, and queue performance metrics on any device including tablets, with standard and customizable reports that support data-driven decision making across distributed operations.  

View real-time dashboards and make configuration changes to agents, queues, skills, and priorities directly from tablets, enabling management flexibility for distributed or remote supervisors.  

Built-in interaction recording with optional quality management and speech analytics add-ons, plus integrated workforce management for comprehensive operational visibility and agent performance optimization.  

Deploy on-premises, virtualized in your data center, in hybrid configurations, or in private/public cloud environments with support for Neverfail, Microsoft Azure, and VMware High Availability infrastructures.  

Achieve business process efficiency with open APIs (SOAP, VXML, ODBC) and toolkits for third-party integrations including WFM, CRM, IVR, and ERP systems, plus support for service providers and Cisco Call Managers.  

Integrates with MiVoice MX-ONE and MiCollab UC platforms, enabling agents and supervisors to collaborate via instant messaging, presence, and directory services while handling customer interactions.