Mitel, a provider of UCC software solutions, released the newest version of the Mitel Contact Center Solutions designed to offer social media monitoring and help agents deliver enhanced customer experience from anywhere using any device.
The new version expands contact centers’ flexibility and also features social media monitoring and the capability for agents to serve customers using any device – from mobile devices to their analog phone at home.
The company claimed that the solution delivers resiliency and high availability along with extensive custom reporting, sophisticated routing and highly customized interactive voice response (IVR), customized integrations for customer relationship management (CRM) and workforce management (WFM), resiliency and high availability, support for distributed, multi-site, virtual deployments and more.
Hoburne Holiday Parks asserted that when its customers call its contact center, it needs to know why they are calling and ensure it is routing them to the best source of information, all while managing their services expectations. Mitel Contact Center Solutions enables it to scale up its capacity to meet periods of peak demand, and Visual Workflow Manager lets it better manage the customer experience with call flows that can be quickly and easily changed to ensure it is providing the information and resources that best address a specific customer's needs. The end result is a more satisfied customer.
Officials with Mitel acknowledged that Mitel’s contact center customers gave consistent feedback on their needs; greater flexibility for how and where their agents can work and the ability to interact with their customers no matter what medium they use, be it social media, voice or messaging. This latest iteration of Mitel Contact Center Solutions delivers this functionality, allowing their agents to use any device from anywhere to deliver a superior customer experience.