Call center

Mitel Customer Interaction Solutions

Mitel® Customer Interaction Solutions (CIS) helps your customers meet and exceed the service level expectations of their customers, while driving employee productivity and controlling operational costs.

The Mitel CIS portfolio includes the following solutions (click on the product links on the right for further detail on each solution):

Mitel Contact Center Solutions Enterprise Edition – for customers whose contact center is fundamentally critical to their business, Contact Center Solutions is Mitel’s most fully-featured and sophisticated contact center offering. It is a scalable, resilient, and virtual solution for high performance contact centers of all sizes, across one or more locations. It delivers flexible and sophisticated ACD routing such as skills-based routing, overflow, interflow, and dial out of queue. It also offers advanced applications such as Workforce Scheduling, Flexible Reporting, and support for routing and reporting on up to seven media types.

Mitel Contact Center Modules

Mitel Contact Center Solutions allow you to tailor a solution to meet the unique needs of your formal contact center customers, with a combination of robust communications platforms, automated call distribution (ACD) software, and a modular suite of feature-rich, web-based applications:

• Mitel 3300 ICP Automatic Call Distribution – Sophisticated, resilient and virtual ACD routing for   formal contact centers

• Mitel Contact Center Management – Reporting, forecasting and real-time monitoring tools for small to multi-site contact centers

• Mitel Contact Center Screen-pop – CRM screen pop

• Mitel Contact Center SoftPhone and PhoneSet Manager

• Mitel Intelligent Queue – IVR, advanced routing and self-service

• Mitel Interactive Contact Center and Interactive Visual Queue – Dynamic telephone system control in real-time

• Mitel Multimedia Contact Center – ACD for email, web chat, fax, voicemail, SMS and walk-in

• Mitel Teleworker Solution – Work@Home Agents

• Mitel Workforce Scheduling – Workforce management, forecasting and monitoring

• Third-Party Applications – Complementary pre-integrated applications including Quality Monitoring, Voice and Screen Capture, Speech Analytics, Outbound Predictive/Preview Dialing