MiContact Center Enterprise
Benefits of MiContact Center Enterprise
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). Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.
Mobile Workforce
Icon of a mobile phone 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.
Flexible Deployment Options
Enjoy the flexibility of deploying MiContact Center Enterprise on premise, virtualized in your data center, in a hybrid configuration or in a private/public cloud with native multi-tenanting.
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.
Scalability & Resiliency
Aggregate multiple High Availability servers 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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"I would definitely recommend Mitel. They’ve been committed to our success in the cloud and a great partner to work with from the very beginning."
- Laurent Gaertner, Director of Global Network and Hosting, Carlsberg Group
Omnichannel Customer Experience Management
Manage Operations With Ease
Successfully manage your omnichannel 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.
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.
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.
Aragon Research Names Mitel Contact Center Leader for 2025
As a first-time recipient of the Leader designation for 2025 in the Contact Center Globe, Mitel’s offerings align with the direction of the Contact Center industry and the demands of the market
Features
- Data-Driven Skills-Based Routing
- Voice, Chat, SMS, Email, FAX, Social Media, 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
- 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
- Interaction Recording, Quality Management, and Speech Analytics Add-ons
- Integrated Workforce Management
- Standard & customized CRM integrations via open APIs and toolkit
- Integrated with MiVoice MX-ONE and MiCollab UC
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