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MiContact Center

Name: MiContact Center
Rating: 4.5 (2 reviews)

By Mitel Networks

1238 Interested

Highlights : About MiContact Center

Email, fax, voicemail, SMS & web chat integration

Automatic speech recognition

Advanced call routing options

Multi-channel communication

Multi-channel management

Inbound, outbound & blended call routing

About MiContact Center

MiContact Center by Mitel offers a number of cloud contact center solutions with varying levels of complexity and functionality based on business size and need. There are several solutions covering informal contact centers, small contact centers, large-scale contact centers, outbound contact centers, and Microsoft Lync-based contact centers. Also included in the list is MiContact Center Live, for fully cloud-based contact centers. MiContact Center Live is fully web-based and includes an agent interface that manages interactions from voice, web chat, email, SMS, Facebook, and Twitter. This solution features a Salesforce.com open CTI integration and an open API for further integration with other 3rd party apps. MiContact Center Live offers outbound dialing which includes preview, progressive, and predictive; inbound and ACD; intercative voice response (IVR), live dashboards, historical reporting, and call and screen reporting. This solution also includes supervisor tools such as silent monitoring and call flow authoring.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Automated outbound dialing

Inbound, outbound & blended call routing

Call and screen recording

Automatic lead distribution

Real time monitoring

Call center management

Multi-channel management

Multi-channel communication

Historical/real-time reporting

Communication management

Email, fax, voicemail, SMS & web chat integration

Self-service capabilities

Pre-recorded announcements

Reporting & analytics

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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