Mitel MiContact Center

Contact Center Enterprise Edition

MiContact Center Enterprise (formerly known as MiContact Center Solidus) provides a powerful toolbox of applications to transform dated, voice-only call centers into two-way, multi-channel interaction hubs routing voice, email, chat, SMS and social media. Equipped with preview, power and progressive dialers, MiContact Center Enterprise provides a platform for proactive customer engagement to increase customer loyalty and discover new revenue opportunities. With easy-to-use historical and real-time reporting and analytics tools, managing the quality of your customer experience has never been so easy.

Key Benefits:

  • Single software stream offering seamless growth, feature extension, and deployment flexibility. Lower operational overhead through installation, administration and lifecycle management. Plus, enjoy the flexibility of choice: on-premises, virtualized, hybrid or cloud (with native multi-tenanting).
  • Support for up to 30,000 concurrent agents under a resilient environment. Expansion options include a unique ability to aggregate multiple systems under a network operation center (NOC) style management solution for large-scale, dispersed deployments.
  • Integrated unified and collaboration communication (UCC) with email, chat, SMS, instant messaging, social media, desktop sharing, presence, directory search and knowledgebase for any FAQ. Full mobility support allows agents and supervisors to work anywhere, anytime.
  • Open architecture with flexible open APIs (Soap, VXML, ODBC) and toolkits for 3rd party integration (WFM, CRM, etc) to deliver true business process efficiency. Open Media API provides prioritized routing and IVR control, queueing and reporting of any external media type.

Contact Center Business Edition

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 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.

Key Benefits:

  • Put your customers first and drive customer satisfaction
  • Provide seamless, quality interactions across all media
  • Convert your business into a customer-centric organization
  • Ensure you are available where and when your customers want to interact
  • Streamline business process
  • Improve customer satisfaction
  • 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

MiContact Center Office

MiContact Center Office is a solution for contact centers or workgroups with up to 100 agents on the MiVoice Office 250 platform. Designed to help small to medium businesses exceed customer expectations, MiContact Center Office provides efficient monitoring, managing, and routing of calls. By empowering agents with informative screen pops and Personal Information Manager (PIM) integration, it’s never been easier to fuel helpful, intelligent interactions that give your customers an exceptional experience, every time. Leverage MiContact Center Office’s real-time business intelligence insights on call performance and agent activity to ensure you’re putting your best foot forward in every customer interaction.

MiContact Center Office’s complementary offerings provide advanced capabilities for campaign and quality management. Discover new revenue opportunities and build customer loyalty through proactive engagement using MiContact Center Campaign Manager, an outbound progressive dialing solution. To unlock the full potential of your customer experience, MiVoice Call Recording provides valuable insight into customer interactions and ensures compliance with regulatory requirements.

Key Benefits

  • Routing capabilities to connect your customers with the right person, on the first try, every time.
  • Agent productivity tools, such as screen pops with PIM integration, to enhance call management for both agents and supervisors.
  • Historical and real-time management reporting and call recording capabilities for valuable business insights and regulatory compliance.
  • Optional intelligent router and media blending modules provide the flexibility to address more advanced requirements.

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