Contact Center Solutions Featured Article

Mitel's New Software Peps up Contact Center Agents and Managers

February 27, 2014

Any flagship product or service can’t remain in style for long if it doesn’t continue to differentiate itself – Mitel, a Canadian UC and VoIP provider, has thus added many more flavors to spice up its contact center software – MiContact Center – making it more competitive, stronger and more palatable for enterprises of any size.


In an era of competition, (where Charles Darwin’s phrase–survival of the fittest -) still remains relevant, Mitel is making an effort to steal a march over its rivals or at least give them more than a run for their money. It has added support for multichannel and mobile communications, social interactions and fortified functionalities for enterprise and small- to medium-sized call centers.

Gina Narcisi, the news writer for TechTarget Networking Media, gives the lowdown on Mitel’s New MiContact Center version 7.0.

MiContact Center version 7.0 expands self-service options for callers. It has made available a newly developed multichannel customer support app that enterprises can embed into websites and link to MiContact Center 7.0. This gives callers choices on how they'd like to contact business:  email or live chat with a company rep, rather than endure the “ much maligned and dreaded” call center (voice), which often leaves them hanging on hold for ever so long without so much  as a  whisper.

Narcisi notes that Mitel Contact Center takes care of its callers as well as its agents and managers.

The latest contact center software has a unified interface that offers call center agents full visibility into the caller, eliminating the need for different tools while dealing with different channel points. Likewise, call center managers are equipped with management tools that free them from the confines of their desks, but still give them complete visibility into the call center environment.

In addition, the latest version of MiContact Center includes integration with social media and mining partners, and also has an outbound portfolio that will provide outbound predicative dialing, and campaign and agent scripting capabilities for multichannel communication channels.

Swanson Health Products, a Fargo, N.D.-based natural health catalog and Internet marketing company, recently upgraded its 185-agent call center to MiContact Center 7.0, and claims immense benefits.

Small- to medium-sized businesses (SMBs) need contact center software that scale easily, are easy to deploy and are future proof; Mitel appears to be a good choice.




Edited by Alisen Downey



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