Calls routing can be customized to fit the needs of your company.
Voice calls management is not limited to incoming calls. Outbound voice calls are also managed, offering not only call campaigns features (for marketing prospection or surveys, typically), but also callback, for not missing any customer request.
Voice calls are of course not the only way for your customers to reach your company! The Mitel ACP Contact Center can also receive e-mails and faxes and route them to the best skilled agent, sharing the same skills-based routing as for voice calls.
Supervisors and managers can observe how good the requests are managed, in real-time as well as recorded. The Mitel ACP Contact Center offers not only graphical and wallboard-based tools to observe the current status of the system, but also statistical reports that compute the past performances.
Designed for interacting with your entire enterprise infrastructure.
Thanks to the Web-based graphical user interface, no application has to be installed on agents' and supervisors' computers, except simply a Web browser.
Manage a wide range of users: from 1 to 300 agents per server, with a networking capability up to a total of 3,000 agents.
Can benefit from duplicated servers, ensuring a high availability, at a single place as well as over multiple locations (disaster recovery).