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Contact Centre Solutions

Whether you have a small contact center with a few customer service agents or a large, multisite center in need of multimedia capabilities, Mitel has the phone system that will help you help streamline business operations and boost customer satisfaction.

Every business has a contact center, whether they know it or not. From small, help-desk contact centers to large-scale, multisite, multimedia contact centers, businesses need contact center solutions that enable remote workers, integrate business processes, control costs, and ensure business continuity. They want solutions that streamline business operations and processes, improve communications, and are self-managed with minimal intervention.

Mitel provides a number of call and contact center solutions to meet a wide range of business needs. Our small- to medium-sized and enterprise contact center solutions integrate with existing infrastructure investments and provide you with the flexibility to add increasingly sophisticated capabilities as your needs change and grow.

Contact centres that build relationships

Whether it is a department, an enterprise, or something in between, the goal of any contact centreis ensuring that customers get the kind of service they need to build and maintain profitable relationships:

  • Empower customers
  • Ensure agent productivity
  • Manage efficiently
  • Streamline operations

Mitel offers a solution for any type of Contact centre:

Mitel MiContactCenter Office

MiContact Center Office, designed for the MiVoice Office platform, is an entry-level solution for contact centers or workgroups with up to 100 agents.

Mitel MiContact Center Office enables you to efficiently monitor, manage, and route calls, with real-time business intelligence, including call performance and agent activity reporting, and also delivers agent productivity tools, including screen pop and PIM integration.

MiContact Center Office provides:

  • Hunt/ring group-based routing and longest idle routing of calls
  • MiContact Center Office Clients to improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
  • MiContact Center Office Reporter Pro to deliver historical and real-time management reporting and call recording capabilities

Optional modules are available to address more advanced requirements:

  • Intelligent Router – provides 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 – a flexible approach to contact and availability, 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.

Micontact Center Office Client

Mitel MiContact Center Office provides tools that enable your team to become more productive and deliver superior customer service. It’s available in two packages:

  • Connection Assistant – allows agents and supervisors to control their telephone extension from their computer and monitor the call status of their colleagues. Automated dialing, enhanced call control, and screen pops through integration with Microsoft Outlook, ACT! by Sage, Telemagic, Maximizer, GoldMine, and Microsoft Access empower agents to perform
  • CallViewer– provides all the features of Connection Assistant and integrates with additional PIM databases. CallViewer also provides enhanced call control with features such DND state control.

MiContact Center Office Real Viewer

Real Viewer is a real-time performance window for the individual agent or team leader in an informal contact center that:

  • Displays real-time call, email, and agent statistics directly on your agent’s screen
  • Allows call center staff to monitor their performance in real-time
  • Provides extensive filter options that allow for customizable statistics
  • Highlights problems as they occur using visual and audible alarms
  • Assists with staff motivation

Mitel MiContact Center Office Reporter Pro

Mitel MiContact Center Office Reporter Pro provides historical and real-time reporting on over 200 filterable statistics, with over 500 real-time graphical displays and over 100 historical reports. It features extensive reporting and supervisory capabilities, including:

  • Hunt / ring group reporting showing activity and performance indicators
  • Agent alarms against wrap-up, free, not available, etc.
  • Forecasting statistics
  • Do not disturb (DND) status reporting
  • Real-time statistics and graphs
  • Supervisory call monitoring and control with controls to answer, transfer, steal, and disconnect employee calls
  • Audible and visible alarm conditions

Auto Reporter extends the functionality of the above package with advanced report scheduling and publishing, real-time statistics, and alarms.

Call Recording

Customer Service Manager also offers integrated call recording to augment the Reporter modules with high-quality call monitoring. Call Recording delivers:

  • Extensive search criteria
  • Cradle-to-grave search and retrieval
  • Ease of call retrieval

Mitel MiContactCenter Business

Mitel MiContact Center Business Edition is an out-of-the-box solution designed for single-site contact centers with 50 or fewer agents.

Mitel MiContact Center Business is designed for single-site contact centers with 50 or fewer agents on the MiVoice Business platform. This value-packed, out-of-the-box solution offers you the most frequently used applications from Mitel’s MiContact Center Enterprise portfolio, including:

  • 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
  • Visual, drag-and-drop workflow design for voice and multimedia routing
  • Intelligent, advanced call routing options and interactive voice response (IVR)
  • Unified queuing for voice and multi-channel interactions (email, chat, and social media)

MiContact Center Business Edition combines robust communications platforms Mitel MiVoice Business (formerly Mitel Communications Director) and Mitel MiVoice Office (formerly Mitel 5000 Communications Platform), ACD software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server. These include:

Management and Reporting Applications

Mitel MiContact Center Business Edition provides a rich tool-set for business and operational insight into your contact center’s performance, including historical reporting and management tools, real-time status, and cost accounting.

Media Distribution and Routing Applications

Build a modern and reliable contact center environment with tools that seamlessly integrate traditional ACD with sophisticated voice and multimedia workflows and multiple contact points, such as voice, email, chat, and social media.

Supervisor and Agent Productivity Applications

Mitel MiContact Center Business Edition provides state-of-the-art tools enabling contact center staff to work efficiently and flexibly. From the right phone solutions to seamless integration for remote agents, and CRM integration, Mitel lets you build a contact center that works the way you do.

Third-Party Contact Center Applications

Mitel has partnered with several third-party companies that provide complementary applications to MiContact Center Solutions, ensuring you have easy access to pre-integrated, best-in-class solutions.
These solutions include:

  • Customer Relationship Management
  • Workforce Management
  • Quality Monitoring and Call Recording
  • Outbound Dialing and Campaign Management
  • Presence and Chat Engines
  • Social Media Monitoring

Mitel MiContact Center Enterprise

MiContact Center Enterprise is designed for the MiVoice Business platform and is ideal for sophisticated contact centers of all sizes.

Mitel MiContact Center Enterprise is ideal for sophisticated contact centers of all sizes; from small, single sites to distributed, multisite, virtual contact centers, it seamlessly scales to address any needs. Designed to ensure business continuity, it is a robust, resilient and highly available solution. It delivers extensive custom reporting, sophisticated voice and multimedia workflow routing and highly customized interactive voice response (IVR), and easily customized integrations for customer relationship management (CRM) and workforce management (WFM).

MiContact Center Enterprise Edition combines Mitel MiVoice Business (formerly Mitel Communications Director), a robust communications platforms, 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. These include:

Management and Reporting Applications

Mitel MiContact Center Business Edition provides a rich tool-set for business and operational insight into your contact center’s performance, including historical reporting and management tools, real-time status, and call accounting.

Media Distribution and Routing Applications

Build a modern and reliable contact center environment with visual, drag-and-drop designing tools that seamlessly integrate traditional ACD with sophisticated voice and multimedia workflows and multiple contact points, such as email, chat, and social media.

Supervisor and Agent Productivity Applications

Mitel MiContact Center Business Edition provides state-of-the-art tools enabling contact center staff to work efficiently and flexibly. From the right phone solutions to seamless integration for remote agents, and CRM integration, Mitel lets you build a contact center that works the way you do.

Third-Party Contact Center Applications

Mitel has partnered with several third-party companies that provide complementary applications to MiContact Center Solutions, ensuring you have easy access to pre-integrated, best-in-class solutions.

These solutions include:

  • Customer Relationship Management
  • Workforce Management
  • Quality Monitoring and Call Recording
  • Outbound Dialing and Campaign Management
  • Presence and Chat Engines
  • Social Media Monitoring

Mitel MiContactCenter Outbound

MiContact Center Outbound, for the MiVoice Business platform, is designed for customers of all sizes with advanced outbound dialing, campaigning, and scripting requirements.

Mitel MiContact Center Outbound is a preview, progressive, power, and predictive outbound dialing solution that includes highly integrated Customer Relationship Management (CRM), campaigning, and agent scripting capabilities.

With MiContact Center Outbound businesses can drive agent productivity and quality customer experiences through automated outbound dialing, CRM tools to facilitate first contact resolution, and scripting capabilities to ensure business process compliance. It also enables businesses to increase revenues and control operating costs, through outbound solutions to help drive lead generation, help increase sales conversion rates, and keep agents busy with outbound and multimedia interactions. Finally, MiContact Center Outbound simplifies IT management, through a variety of visual programming interfaces that make complex dialing, scripting, and campaigning problem sets simple for contact center personnel.

Automated Outbound Dialing

By presenting, and automatically connecting, agents to outbound calls, you can optimize agent productivity, streamline the agent experience, and reduce the costs of operating your contact center. This type of proactive customer contact can also reduce costs outside of the contact center, for example, by reducing the likelihood of missed appointments or missed payments.

Mitel’s MiContact Center Outbound solution includes support for the four main outbound dialing models: Preview, Progressive, Power, and Predictive.

Preview— prompts agents not actively handling calls to view available customer information and decide whether to place a call or not using a click-to-dial manner.

Progressive—expands on this functionality by automatically making outbound calls and screen popping them on the agent desktop after an agent is idle for a configurable period of time.

Power—further automates the outbound dialing process by automatically delivering a connected call and screen pop to the agent desktop as agents become free.

Predictive— the most productive form of dialing automation, as it proactively makes outbound calls based on when agents are predicted to complete active transactions. This ensures that the system connects to live customers as soon as an agent has finished with the previous customer.

Unlike other outbound dialing solutions, the MiContact Center Outbound dialer is “script aware” and takes an agent’s progress and placement in an outbound script into consideration when calculating predictive dialing algorithms. This allows our predictive dialer to maintain high levels of performance when the size of the contact center team working from the list is small (under ten agents)

Campaign Configuration and Administration

MiContact Center Outbound offers a unique visual environment at every step of the contact center process, from the development of outbound campaigns, to agent scripting, to the unified agent desktop. All CRM, outbound dialer, scripting, and call strategy and recycling capabilities are tightly integrated with each other. This makes using our solution quick and easily to learn, deploy, and use. MiContact Center Outbound offers visual interaction design for CRM definitions, data import and export, report creation, list manipulation, team management, call strategy definitions, data segmentation and call scripting. These visual user interfaces allow the creation and deployment of an average outbound dialing campaign to be completed within hours.

Agent Scripting

The majority of CRM systems on the market do not provide agents with call scripting tools, and if they do, it is simply as a secondary function. MiContact Center Outbound takes a very different approach. We believe that the most important part of the customer experience is the journey between “hello” and “goodbye” and our CRM is there to support call scripting through this process and assist agents in guiding customers from the start to the end of an interaction. And this doesn’t mean that agents turn into robots and simply recite scripts as they are prompted on their desktops; this just means that agents have the tools they need to easily follow business processes and ensure successful customer interactions each and every time. This increases first-contact resolution rates, reduces interaction handling times, and frees agents from the necessity to memorize processes, systems, and data.

Live Person Detection

MiContact Center Outbound also includes a Live Person Detection (LPD) solution. Our unique LPD solution overcomes the challenge of accurate Answering Machine Detection (AMD) in automated dialing systems. Over the past few years, the difficulties associated with correctly identifying automated devices and the silent calls associated with these unacceptable levels of misidentification have caused regulatory bodies around the world to severely restrict the use of AMD techniques, to the point where they have been all but banned from use. The MiContact Center Outbound LPD solution does away with the initial pause (typically 2 seconds) associated with AMD technologies, which often causes the called party to hang up before a live agent can identify themselves. Our solution is also unique in that it works independently of the answering device, and is equally able to remove calls to answering phones, mobile voicemail, and network services.

Sophisticated Contact Center Features

MiContact Center Outbound is an end-to-end solution for businesses with outbound requirements, offering the following features and functionality from a visual, easy to use user interface:

  • Outbound dialing: power, preview, progressive, and predictive
  • Live Person Detection
  • Campaign management
  • Call management
  • Agent scripting
  • Inbound, outbound, and blended call routing
  • Regulatory compliance
  • Call pacing
  • Agent productivity tools
  • Historical and real-time reporting
  • Dynamic, interactive agent and call controls
  • Multi-channel support (email and SMS)
  • Call recording integration (with OAISYS Tracer)
  • Active Directory integration
  • PCI compliance
  • Support for resilient, scalable, and virtualized network
  • Unified agent desktop experience with third-party integrations (Web Services, EXE, and CRM, Dialer, Monitor, and List Selection APIs)

MiContactCenter Live

MiContact Center Live is a true cloud solution that enables businesses to intelligently deliver quality customer experience anywhere, anytime, from any device, and across any channel.

A true cloud solution

No software to download or licenses to deploy. MiContact Center Live is completely Web-based and compatible with any operating system or browser.

Fully integrated multi-channel and social media

Agents can interact with customers through voice, web chat, email, SMS, Facebook, and Twitter from a single user interface and seamlessly pivot between channels – no need to switch between different windows and applications.

Rapid, scalable, and highly available deployments

Deploy MiContact Center Live in a matter of weeks as opposed to months and scale seamlessly as the need arises with no scheduled downtime.

Secure and compliant

MiContact Center Live is PCI Tier 1 compliant and features data security controls consistent with HIPAA Type 2 data centers, 256-bit EX encrypted call records, and BITS shared assessments.

CRM and third-party integrations

Leverage the tightest integration available with any contact center platform using MiContact Center Live’s Salesforce.com open CTI integration and take advantage of a solution built on open standards and public APIs to integrate with nearly any third-party application.

Pay-per-use pricing model

Predictable OpEx expenses makes for simple budgeting. With MiContact Center Live you don’t pay for more than you need and only pay for what you use.

Pay-per-use pricing model

Predictable OpEx expenses makes for simple budgeting. With MiContact Center Live you don’t pay for more than you need and only pay for what you use.

MiContact Center Live includes:

  • Outbound dialing, including Preview, Progressive, and Predictive
  • Inbound and ACD
  • Interactive Voice Response (IVR)
  • Live dashboards
  • Historical reporting
  • Silent monitoring
  • Call flow authoring
  • Chat, email, SMS and social media capabilities
  • Call and screen recording
  • CTI/CRM integration
  • Speed dial, data exchange and surveys