The MiContact Center Enterprise contact center provides intelligent skills-based routing and can handle up to 40,000 calls per hour. It enables calls to be promptly transferred to the right people. Its features include multimedia support (voice, e-mail, SMS, internet collaboration, fax and web chat in a single virtual queue), mobility for agents, a virtual contact center for distributed sites and multi-tenancy. It also includes reporting in realtime display as well as and analytics report capabilities for management. 

    Goals
    • Fix problems that included 15,000 missed calls per month and customers being kept on hold for an inordinate amount of time to book a taxi
    • Improve response time for callers, performance and customer service
    • Find a contact center solution with automation that can support high call volumes (400% increases during peak times), as well as improve performance and reduce costs 
    Results
    • Annual savings of AUS $1.2 million 
    • Improved customer service 
    • Reduced agents needed to only 4 instead of up to 60, with the IVR now handling 42% of all calls 
    • Openness and flexibility of MiContact Center Enterprise allowed the customer to develop an application for smart phones 

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Kundframgångar
H1 Communications AB

H1 Communication AB är leverantör av kontaktcentertjänster och har cirka 280 anställda i Sverige, Norge och Estland. Mer än 40 000 kundinteraktioner hanteras dagligen, och H1:s verksamhet pågår dygnet runt, årets alla dagar.

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Bleu Blanc Rouge

Bleu Blanc Rouge was looking for a new IP telephony system that would be compatible with Macintosh® technology, used IP equipment and supported PoE technologyBleu Blanc Rouge was looking for a new IP telephony system that would be compatible with Macintosh® technology, used IP equipment and supported PoE technology.

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eNerds

eNerds needed a way to address and react to support issues, and tapped Mitel for help.

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