MiContact Center Business scales from supporting small, sophisticated business needs to enterprise-grade contact centers. Supported on the MiVoice Business, MiVoice 5000, and MiVoice 400 call managers, it delivers business value with integrated MiCollab Unified Communications and MiVoice Call Recording capabilities and is an agile solution built to be resilient and highly available. MiContact Center Business includes: real-time, historical, and customizable reporting tools; highly customizable speech-enabled Interactive Voice Response (IVR) routing; multichannel workflow routing (email, fax, chat, SMS, and social); outbound dialing and messaging; and integrations with Salesforce.com and other leading-edge Customer Relationship Management (CRM) systems.
By bundling the MiCollab desktop client, softphone, and presence and chat functionality with MiContact Center, businesses can break down operational silos between contact center workers and back-office employees, reducing handling times and increasing the likelihood of first contact resolution.
With MiContact Center Business, Mitel customers also get a bundled MiVoice Call Recording server license, a Mitel Secure Recording Connector license, and a Call Recording port license for each agent (MiVoice Business and MiVoice 5000 only). With MiVoice Call Recording businesses using MiContact Center Business can improve business performance, easily coach agents based on their performance, and ensure regulatory compliance.
Mitel WFM is an optional Workforce Management solution available for MiContact Center Business/MiVoice Business customers that encompasses everything needed to plan and successfully manage your contact center, back office, branch, or store. Our feature-rich WFM solution includes tools to: manage your staff; accurately forecast demand; and automatically schedule, report, and improve your operations. Several options exist to further tailor Mitel WFM to your needs.
Weave the Customer Into the Fabric of Your Business
- Put your customers first and drive customer satisfaction
- Provide seamless, quality interactions across all media
- Covert your business into a customer centric organization
Exceed Customer Expectations
- Ensure you are available where and when your customers want to interact
- Streamline business process
- Improve customer satisfaction
Respond with Agility
- Break down operational silos and improve productivity
- Scale as your business grows
- Leave it to the experts with a proven track record
- Maximize Return on Investment and reduce Total Cost of Ownership