MiContact Center Business

Enhance your customer journeys and keep employees productive and engaged with Mitel’s enterprise-grade, Generative AI powered, omnichannel customer experience management platform. 

MiContact Center Business

Enhance your customer journeys and keep employees productive and engaged with Mitel’s enterprise-grade, Generative AI powered, omnichannel customer experience management platform. 

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Benefits of MiContact Center Business

All-in-One Simplicity

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Everything you need to operate a world class customer experience center including built-in Workflow Designer, Speech IVR, AI-powered Chatbots and Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards.

Design with Ease

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Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.

Effortless Administration

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Deploy in minutes instead of days; provision and manage users from all business units through a single administration interface, all without the need for IT resources.

Increase Productivity

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Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.

Infinite Extensibility

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Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.

Powered by Generative AI

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Rely on integrated GenAI technologies for practical use of artificial intelligence. Manage simple customer enquiries with virtual assistants, provide real-time agent assist or analyze your data with the use of AI.

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The flexible IP communications system, contact center solution and collaboration services can evolve with the organization, giving us the agility and scalability to expand as and when we need to.

- Roy Grant, Shared Head of ICT York & Harrogate

EVERYTHING YOU NEED TO DELIVER AMAZING CUSTOMER CARE

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    Deliver Omnichannel Customer Experiences

    Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and elevate net promoter scores (NPS).
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    Optimize Resources

    Give agents and supervisors the tools to make informed decisions and provide prompt service. Agents efficiently handle voice and digital media contacts from a “single pane of glass” – handling phone, email, Web chat, SMS, and social media. Supervisors monitor and manage agent and queue performance and are alerted when service levels are below target.
  • AI Robot Contact Center Agent

    Virtual Assistant and Agent Assist powered by GenAI

    Build your own GenAI powered virtual agent and agent assistants with relevant company information and database structures with ease.  Deploy virtual agents to offload simple enquires so your staff can focus on complex business generating contacts.  Leverage GenAI learning models for real-time virtual agent learning.
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    Video Chat

    Take the in-person customer experience online and deliver high-quality video calls via your website, app, and messaging channels, without leaving your Mitel environment.
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    CoBrowsing and File Sharing

    At the most crucial moments of the customer journey, enable your agents to securely share screens, click, draw, highlight and more. Cobrowse securely on the customer’s site, open-up screen share for the advisor and customer-side sharing of desktops, applications, and other websites and file share with ease.

Features

  • AI Knowledge Base Builder
  • Low-Code Chatbot creator
  • GenAI powered Virtual Agents and Agent Assistants
  • Multi-Language support
  • Supervisor Monitoring
  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, IVR, Chat/Voice Bots, and 3rd party media
  • Self-Service IVR with Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements
  • Workflow Designer
  • Standard and customizable real-time dashboards and historical reports
  • Omnichannel case management
  • Agent Tools (canned messages, AI composer, grammar checker etc)
  • Supervisor AI
  • Video Calling
  • CoBrowse and File Sharing
  • Analytics
  • Outbound dialing and messaging
  • AI-powered Virtual Agent Chat/Voice Bots and Agent Assist
  • Scheduled and real-time callbacks
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Interaction Recording, Quality Management, and Speech Analytics Add-ons
  • Built-in Workforce Scheduling with optional Workforce Management
  • Standard & customized CRM integrations via REST APIs and toolkit

Is this product right for you?

Contact Sales

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