Contact Center Suite

MiContact Center Enterprise is an all-in-one, adaptive and flexible platform for UCC, mobility, contact center, Business Process Automation, analytics, and reporting, as well as service and database integration. With the MiContact Center Enterprise Mitel is continuing to build on supporting customers to transform their telephony-oriented call centers to true, two-way, multi-modal interaction hubs. This transformation provides customers with a choice of interaction methods by implementing multi-channel access capabilities, as well as more sophisticated APIs for business integrations.

MiCC Enterprise is empowered with Mobile Extension to equip remote or roaming agents. Customers can be guaranteed access to the most appropriate agent - wherever they are located and on whichever communications medium (i.e., voice, chat, e-mail, SMS, or fax) they prefer to use.

MiCC Enterprise provides skills-based routing across these media, a single point of management and an integrated management information system across the contact center. The solution consists of software applications focused on the agent, management, and customer self-service functions.

MiContact Center Business is the alternative for smaller and mid-sized contact centers where advanced services are needed, including AI solutions powered by Google Cloud's artificial intelligence technologies.

AI enabled contact center solutions can create a more personalized customer experience, as virtual agents can handle a wider range of inquiries, without human intervention.

Virtual assist guides human agents in real time by providing coaching to improve interactions and delivering relevant information. The result: agents built with contact center artificial intelligence respond to customers more quickly and effectively.