MiContact Center Outbound
Benefits of MiContact Center Outbound
Dynamic Lead Management
Intelligent lead management with visual data segmentation and advanced call recycling tools ensure leads are handled appropriately and allow managers to adjust campaigns on the fly without any downtime.
Free Your IT Department
Inbound and outbound workflows with easy-to-use, visual programming interfaces remove the administration burden from IT and empower managers and supervisors.
Optimize Efficiency
Actionable insights and reporting ensure that your contact center runs at optimal efficiency while uncovering buying patterns to boost sales of additional products, services, and upgrades.
Increase Productivity
Automate outbound dialing to double agent talk time with advanced, patented predictive dialing.
Ensure Regulatory Compliance
Remain fully compliant with local regulations with a self-pacing dialer that keeps abandoned predictive calls within the legally permitted levels automatically, without the need for administrator intervention.
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Proactively Reach Customers for Personalized Care
Intelligently Manage Campaigns
Mitel’s campaign management capabilities deliver sophisticated, intelligent, multi-channel customer contact capabilities. MiContact Center Outbound’s advanced campaign strategies maximize conversion rates, contact rates, and list penetration.
Flexible Dialing Options
MiContact Center Outbound provides simultaneous support for the four main outbound dialing modes — Preview, Progressive, Power, and Predictive — as well as Unattended Dialing, a form of Power Dialing where the calls are made by digital agents.
0% Abandoned Calls
Patented SNoDrop™ technology delivers full-strength predictive dialing with 0% abandoned calls while Live Person Detection (LPD™) provides superior Answering Machine Detection (AMD) by using Artificial Intelligence (AI) to eliminate the pause associated with AMD technologies.
"A main deciding factor was the outbound dialer solution. The end users really liked the interface, and we felt the flexibility, inherent functionality, and ease of use of the backend system would allow us to continue to provide the end users what they would need now, and in the future."
- Vickie Torregrossa, IS Director, Food for The Poor
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
- Advanced, patented predictive dialing
- Real-time dashboards and historical reports with actionable insights
- Intelligent lead management with visual data segmentation
- Campaign strategy and call recycling rule management
- Automated data imports from files, spreadsheets, and databases
- Blending of lists to deliver varied work to agents and still adhere to campaign-specific SLAs
- Inbound and outbound workflows with easy-to-use, visual programming interfaces
- Manage list quotas to stop delivering records when certain conditions are met
- Advanced contact parameters (try each record once before making a second attempt or save untried record when no retries are to be made)
- Choose when to link a record to an agent (i.e., when agents are incentivized through commission) or when to release the link (i.e., when agents go on holiday)
- Agent scripting, action prompts, and CRM screen pops
- Flexible report scheduling and notifications
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