Business-grade, omnichannel customer experience platform designed to power organizations from a private cloud call center.Constant changes in customer expectations have brought challenges to the way businesses deliver the ideal customer experience. Customers tend to check your company website before contacting you. Most customers prefer digital channels like web chat, SMS, chatbots and social media. Mitel’s MiContact Center platform is designed to give your customers the freedom to interact with you on their preferred device, while giving your team the tools to truly manage the omnichannel customer experience.
KEY BENEFITS OF MICONTACT CENTER BUSINESS
ALL-IN-ONE SIMPLICITY
Everything you need to operate a world-class customer experience center including built-in Workflow Designers, Speech IVR, AI-powered Chatbots & Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards. With full customization, providing the best omnichannel experience is easy for both you and your team.
IMPROVE FIRST CONTACT RESOLUTION
Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.
DESIGN WITH EASE
MiContact Center is an intuitive and simple drag-and-drop interface which enables sophisticated interactive flows for all media types without complex programming requirements.
INCREASE PRODUCTIVITY
Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.
EFFORTLESS ADMINISTRATION
Management can easily create & manage users through the administration interface, reducing deployment time from days to minutes, without the need for IT involvement.
INFINITE EXTENSIBILITY
Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.
MICONTACT CENTER BUSINESS FEATURES
- Data-Driven Skills-Based Routing
- Voice, Chat, SMS, Email, FAX, IVR, Chatbots, and 3rd party media
- Self-Service IVR
- Speech Recognition and Text-to-Speech
- Expected wait time and position in queue announcements and web display
- Workflow Designer
- Customizable real-time dashboards
- Standard and custom historical reporting tools
- Omnichannel case management
- Outbound dialing and messaging
- Google CCAI-powered Virtual Agent and Agent Assist
- Scheduled and real-time callbacks
- Agent/Supervisor instant messaging
- Mobile Agent (smartphone) and Supervisor (tablet)
- Silent monitoring / barge-in
- Built-in Call and Screen Recording
- Integrated Quality Monitoring
- Built-in Workforce Scheduling
- Integrated Workforce Management
- Standard & customized CRM integrations via REST APIs and toolkit
- Integrates with MiVoice Business, MiVoice Connect, MiVoice Office 400, MiVoice 5000, MiVoice MX-ONE and MiCollab UC
Deliver Omnichannel Customer Experiences
Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and elevate net promoter scores (NPS).
Optimize
Resources
Give agents and supervisors the tools to make informed decisions and provide prompt service. Agents efficiently handle voice and digital media contacts from a “single pane of glass” – handling phone, email, Web chat, SMS, and social media. Supervisors monitor and manage agent and queue performance and are alerted when service levels are below target.
Evolve Your Customer Engagement
From small, simple call centers to the largest, most sophisticated contact centers, MiContact Center Business is flexible enough to tackle any customer engagement challenge and grow with you as your customer sales, service and support needs evolve.
Ready To Reach New Heights? Let's Get There, Together.
READY TO TALK TO SALES?
CONTACT US:
905-123-1234 |. EMAIL US
Connect with us
Request a call back
Send us a message and we’ll get back to you as soon as possible!