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 

Hitta den perfekta lösningen för ditt företag

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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Great Ocean Road Real Estate

Great Ocean Road Real Estate turned to Mitel for help with reducing the need for employees to travel between offices and reduce ongoing communications costs.

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