Customer Interaction Solutions
Contact Center Enterprise Edition
Mitel® Contact Center Enterprise Edition is ideal for sophisticated contact centers of all sizes; it meets the advanced requirements of small, single-site contact centers, and seamlessly scales to address the needs of distributed, multi-site, virtual contact centers. Designed to ensure business continuity, it is a robust solution that delivers resiliency and high availability.
•Extensive custom reporting
•Sophisticated routing and highly customized interactive voice response (IVR)
•Customized integrations for customer relationship management (CRM) and workforce management (WFM)
•Resiliency and high availability
•Support for distributed, multi-site, virtual deployments
Contact Center Enterprise Edition combines robust communications platforms (Mitel 3300 IP Communications Platform), automatic call distribution (ACD) software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server.
Contact Center Business Edition
Mitel® Contact Center Business Edition is designed for single-site contact centers with 25 or fewer agents. This value-packed, out-of-the-box solution offers you a selection of the most frequently used applications from Mitel’s Contact Center portfolio.
•Award-winning graphical agent desktop
•Core set of historical and real time reports
•Consolidated agent and queue management
•Rich voice automatic call distribution (ACD) functionality
•Intelligent, advanced call routing options and interactive voice response (IVR)
Contact Center Business Edition combines robust communications platforms (Mitel 3300 IP Communications Platform (ICP) and Mitel 5000 Communications Platform), automated call distribution (ACD) software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server.
Customer Service Manager
Mitel® Customer Service Manager is an entry level contact center solution, available exclusively on the Mitel Applications Suite, a communications solution for small and medium-sized businesses. It enables basic contact centers or workgroups to efficiently monitor, manage, and route calls. It provides real-time business intelligence, including call performance and agent activity reporting, as well as agent productivity tools, including screen pop and PIM integration.
Customer Service Manager (CSM) provides:
•hunt / ring group-based routing and longest idle routing of calls
•CSM Clients, which improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
•CSM Reporter Pro, which delivers both historical and real-time management reporting, as well as call recording capability
Optional modules are available to address more advanced requirements:
•Intelligent Router – provides more advanced options, such as routing by skills set or look-ahead routing, which changes the route a call takes based on real-time performance indicators
•Media Blending – gives you a more flexible approach to contact and availability by allowing you to route media such as email, fax, and SMS text (using appropriate gateways) as email to agents, in the same manner as voice calls