Get to Know MiContact Center for the MiVoice Business Platform

Posted on Jan 26, 2022 in Jeff Nolte's Blog

Today’s customer is omnichannel – are you?

One-third of the population is comprised of millennials and there are now almost 5 Billion mobile phone users in the world. These shifts have brought new challenges to the way your business delivers customer experience. 90% of consumers check your website before interacting with your company, and most customers would rather interact through digital channels like email, chat, and social media.

Mitel’s MiContact Center Business platform is designed to give you the freedom to interact with customers on their preferred device, using the media that works best for them while giving agents and supervisors the tools to manage today’s omnichannel customer journeys.

Engage customers on their terms

  • Serve your customers the way they prefer, on the channel and device of their choice.
  • Provide employees with a complete view of the customer’s omnichannel journey.
  • Eliminate the need for customers to “start over” every time they contact you by knowing where they are in their journey.
 

Empower your customers… give them a choice on how they communicate

Customers want options on how they communicate with you. Voice, email, Web chat, SMS text, fax, and social media are all desired means of serving your customers. MiContact Center Business is built to manage service levels across all the channels your customers choose to use. With open media routing, businesses can route non-traditional media using an open API routing engine to extend the capabilities of the system to non-traditional media types like Internet-of-Things (IoT) alarms, WebRTC video, and social media messaging applications.

The payoff

An omnichannel customer experience is a competitive differentiator that keeps existing customers satisfied and attracts new ones. Engaged customers have been proven to spend more money and spend more frequently.

More about MiContact Center

Don’t be left behind… CTS has the omnichannel customer experience solutions you need. Contact us at 800.787.4848 or jnolte@ctsmd.us.