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MiContact Call Center

Name: MiContact Call Center
Rating: 4.5 (2 reviews)

By Mitel Networks Corporation

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Highlights : About MiContact Call Center

Automated outbound dialing

Agent scripting

ACD (automatic call distributor)

Inbound, outbound & blended call routing

Agent productivity tools

About MiContact Call Center

Mitel offers Microsoft Lync-based contact centers, which combine IVR, ACD routing, reporting, monitoring and forecasting. It also offers MiContact Center Live that allows users to access the solution via internet browsers. The outbound contact center included in the package integrates customer relationship management (CRM), campaigning and agent scripting capabilities.

Specifications

Business Size

Mid-Market

Deployments

Premise

Language Support

English

Platforms

Product Details

Features

Agent productivity tools

Interactive visual queue

Multi-channel support

Call and screen recording

Agent routing

Call flow authoring

Unified agent desktop

Silent monitoring

Live dashboards

CTI integration

Chat

Monitoring

Instant messaging

SMS integrations

Email integration

Social media integration

Request routing

Routing options

Lead assignment

Automatic lead distribution

Real time monitoring

Call recording

Call reporting

Call center management

Call list management

Call transfer

CRM integration

Benefits

Complete contact centre features

Including inbound & ACD, outbound dialing, including preview, progressive & predictive, and CTI (computer telephony integration) and IVR.

ACD & IVR routing

Route calls to the most appropriate agent based on skill, previous interactions and priority. Provide IVR self-service and deliver wait time/ queue position announcements to callers in queues

Supervisor & agent productivity

Manage all contact center and remote agents with call and screen recording, silent monitoring, silent whispering & historical reporting.

Multichannel ACD

Use a visual, drag-and-drop tool to integrate ACD with multiple contact points such as email, chat & social media.

Management and reporting

Track business and operational performance with historical reporting, workforce management, real-time statuses, and call accounting.

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