MiContact Center

MiContact Center creates exceptional experiences for your customers with Mitel's Omnichannel CX solutions featuring interaction routing, self-service IVR, performance analytics, real-time dashboards and workforce optimization tools.

Benefits of MiContact Center

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.
Effortless Administration
Deploy in minutes instead of days; provision and manage users from all business units through a single administration interface, all without the need for IT resources.
Infinite Extensibility
Integrate seamlessly with existing systems using our REST API's and easily add non-traditional channels like WhatsApp, WebRTC video and loT events into your workflows.
Design with Ease
Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.
Increase 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.

Everything you need to deliver amazing customer care

Deliver Omnichannel Customer Experience

Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and elevate net promoter scores (NPS).

Optimize Resources

A help desk agent looking towards the camera and smiling

Give agents and supervisors the tools to make informed decisions and provide prompt service. Agents efficiently handle voice and digital media contacts from a "single pane of glass" - handling phone, email, Web chat, SMS and social media. Supervisors monitor and manage agent and queue performance and are alerted when service levels are below target.

Power Your CX With AI

A robot hand and a human hand reaching out to touch a screen from opposite sides

Provide an exceptional customer experience while increasing operational efficiency with Google Cloud Contact Center AI-powered Chat and Voice bots that converse naturally with customers and agent assist technology that listens to the conversation and delivers suggested articles to human agents in real-time.

Features

Data-Driven Skills-Based Routing
Voice, Chat, SMS, Email, Fax, IVR, Chat/Voice Bots, and 3rd Party Media
Self-Service IVR with Speech Recognition and Text-to-Speech
Expected wait time and position in queue announcements
Workflow Designer
Standard and customizable real-time dashboards and historical reports
Omnichannel case management
Outbound dialing and messaging
AI-powered Virtual Agent Chat/Voice Bots and Agent Assist
Scheduled and real-time callbacks
Mobile Agent (smartphone) and Supervisor (tablet)
Interaction Recording, Quality Management and Speech Analytics Add-ons
Built-in Workforce Scheduling with optional Workforce Management
Standard and customized CRM integrations via REST APIs and toolkit