Contact Center Service & Products

Mitel’s MiContact Center Business platform is designed to give your customers the freedom to interact with you on their preferred device, using the media that works best for them. Mitel’s contact center solutions also give agents and supervisors the tools they need to manage today’s omnichannel customer journeys.

Comprehensive Simple Platform

MiContact Center Business includes a built-in Workflow Designer, IVR, Contact Recording, Quality Monitoring, Workforce Scheduling, Historical Reporting, and Real-Time Dashboards.

Easy to Design

The drag-and-drop interface allows you to create sophisticated interaction flows for all media types without complex programming

Effortless Administration

The administrative interface allows you to manage all users from all locations without the need for IT involvement. Find solutions and deploy your team in minutes.

Resolve Customer Inquiries Quickly

Collaborate with experts to resolve customer inquiries quickly. Less time per call means higher turnover and fewer transfers or callbacks.

Increase Productivity

Manage multiple interactions on a range of channels through a unified web-based desktop. You can also work directly within the CRM without accessing numerous applications. You now have an all-in-one approach to customer service.

System

The REST APIs allow you to integrate with other systems and easily add non-traditional channels like WhatsApp and IoT events into your workflows.

Features of Mitel’s MiContact Center Business

  • Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
  • Self-Service IVR
  • Speech Recognition and Text-to-Speech
  • Customizable real-time dashboards
  • Omnichannel case management
  • Outbound dialing and messaging
  • Scheduled and real-time callbacks
  • Agent/Supervisor instant messaging
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Silent monitoring / barge-in
  • Built-in Workforce Scheduling
  • Standard & customized CRM integrations via REST APIs and toolkit