MiContact Center Enterprise
Mitel’s MiContact Center Enterprise is a flexible, all-in-one customer experience management platform that automates business processes while giving managers the analytics and reporting to manage a world class operations center. MiContact Center Enterprise will transform your call center into a true omnichannel customer experience center that gives your customers the freedom to engage with you on their preferred device, using their preferred communication method, including phone, e-mail, chat, SMS, social media and any open media channels.
According to requirements, the platform perfectly follows the structure of the distributed “ecosystem” of a call center, which enables work at multiple locations and management from a central location. As a result, the platform provides access to a larger number of users, which leads to a more efficient and economical solution.
With support for various communication channels, integrations and applications (ASR/TTS), such as incoming/outgoing (campaign) calls, voice machines (IVR), e-mail, SMS, Web, Chat, FAX messages and social media as well as integrations with databases and other CRM applications, we achieve maximum effects of the First Call Resolution approach.
The concept of call center operation is reduced to intelligent routing of calls in two ways:
- to the voice machine in which the logical sequence of call flow processing is implemented, such as “Hello”, “For service A, dial 1” with additional information through integration with the database (reading the status or message from the database).
- intelligent routing of calls to agents who have the necessary knowledge (and skills) to process the call and resolve the query in question. Agents are members of a group with the specified knowledge (skill-based routing) and they can also be members of several different groups.
In addition to the variety of channels for accessing the call center and support for integrations (e.g. conversation recording), the key functionality is the ability to operationally monitor, either in real time or subsequently using reports.
Managing a contact center doesn’t have to be a difficult task. A series of management tools provides a deeper insight into the activities of a call center, for example, the role of a supervisor who, in addition to monitoring the operation of the system, has an overview of all communication and, if necessary, can join the call and provide support to the agent.
Real-time information, knowledge base management and the ability to configure custom reports allow the user to benchmark and analyze call center performance.
A unique set of tools makes the call center self-sufficient, allowing the user to create a customized flow of interactions that fits the needs of the process.
The automation of interaction with customers, for example via voicemail, ensures full 24/7 service, while agents’ precious human resources are directed to more important customers.