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CUSTOMER INTERACTION SOLUTIONS Businesses come in all sizes and their contact center requirements and capabilities vary greatly. This is why Mitel, a trusted provider of award-winning IP communications solutions, developed its Mitel Customer Interactions Solutions set. A highly flexible, two-tiered offering, the set is comprised of Contact Center Enterprise Edition – for highly sophisticated large scale contact centers – and Contact Center Business Edition – for individual contact centers that have 25 or fewer agents. These contact center offerings provide organizations of any size with the flexibility to implement contact center solutions for their unique service requirements and provide a sophisticated, cost-effective competitive advantage for today and tomorrow. Some of the Customer Interaction Solutions applications are well-suited to both types of contact centers. Contact Center Enterprise Edition provides support for large contact centers and additional features required of sophisticated contact centers.
Mitel Contact Center Enterprise Edition ACD offers
scalability to thousands of ACD agents, Resiliency to provide "always on"
service, and virtual capability that takes advantage of your company's
expertise in various locations.
Contact Center Screen Pop provides instant access to
information, delivering caller and account details to employees as they
receive calls.
Mitel Contact Center Management Enterprise Edition is a
web-based, multi-site contact center management solution that provides
advanced capabilities for historical reporting, real-time monitoring, and
forecasting for all agents and supervisors, regardless of where they are
geographically located, using all manner of communications media: voice,
email, web chat and fax.
Mitel Interactive Contact Center Enterprise Edition allows
dynamic control agents and queues, scheduled and on-the-fly. Mitel
Interactive Visual Queue is an add-on application to Mitel Interactive
Contact Center Enterprise Edition that provides call prioritization,
allowing contact center supervisors and authorized agents to view calls
within queues, dynamically control the status of ACD calls in queue, and
change the answer point / priority of calls on demand.
Mitel Intelligent Queue Enterprise Edition is an
all-in-one, scalable, web-based integrated, voice processing solution that
provides intelligent messaging, voice and web callbacks, call recording,
enhanced routing, reporting capabilities, database verification, and screen
pops when integrated with Mitel Agent Portal.
Mitel Multimedia Contact Center is an advanced multimedia
routing solution that routes emails, web chats and faxes to the longest idle
agent or preferred agent (recognizes the agent who handled this customer
previously) and enables multimedia historical reporting, real-time
monitoring and forecasting.
Mitel Contact Center Scheduling provides supervisors with
forecasting and scheduling capabilities to optimize skill and labor
requirements to align with their call traffic. Mitel Contact Center Schedule
Adherence is an add-on application to Mitel Contact Center Scheduling that
compares daily schedules to real-time information, and informs managers in
real time of agents? adherence to their schedules.
Mitel Contact Center Softphone provides complete phone set
functionality from your computer desktop with intuitive visual
point-and-click access to the advanced call management features of the 3300
IP Communications Platform (ICP). A computer and USB headset deliver voice
media to the agent.
Mitel Agent Portal is a screen pop application that
co-ordinates the delivery of voice calls and relevant data screens to agent
desktops.
Mitel Call Accounting is an add-on application to Mitel
Contact Center Management that streamlines communication cost management.
Call Accounting tracks and provides reports on your telephone system costs
so you can manage your telephone expenses and activity effectively.
Customer Relationship Management (CRM) Integration will
integrate legacy, custom and / or new CRM applications into a contact
center's IT infrastructure and operations.
Mitel Interactive Voice Response (IVR) provides
comprehensive read / write access to customer database information based on
unique identifier, or menu selections, designed to meet the specific needs
of individual contact centers? business processes. Mitel IVR is fully
customizable and offers speech recognition for menu traversal and text to
speech playback of database information. Integration with several industry
leading Customer Relationship Management (CRM) databases is available.
Mitel Outbound Dialing is an automated dialing solution
that is available as either preview or predictive dialing.
Copyright © 2008 Commlinq Technologies, Inc. All Rights Reserved
The Mitel Teleworker Solution is an optional module that
supports remote agents with complete access to voice and data capabilities
that colleagues inside a contact center enjoy at the office. |
Automatic
Call Distribution