Major shifts in customer expectations have brought new challenges to the way businesses deliver Customer Experience. Mitel’s Contact Center solutions are designed to give your customers the freedom to interact with you on their preferred device, using the media that works best for them, while giving agents and supervisors the tools to manage today’s omnichannel opportunities.

MiContact Center Benefits

• All-in-One Simplicity – Everything you need to operate a world class customer experience center including built-in Workflow Designer, Speech IVR, AI-powered Chatbots and Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards.
• Ease of Use – Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.
• Effortless Administration – Provision and manage users from all business units through the administration interface, reducing deployment time from days to minutes, without the need for IT involvement.
• Improved First Contact Resolution – Agents collaborate instantaneously with experts to resolve customer inquiries on first contact, resulting in fewer interaction transfers and customer call backs.
• Increased Productivity – Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.
• Infinite Extensibility – Integrate seamlessly with existing systems using Mitel’s REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.

Contact us today to talk about how today’s Contact Center technology can be customized to help your organization meet its sales and service goals: 800.787.4848 or jnolte@ctsmd.us.