Mitel Updates Contact Center Solution for Greater Scalability and Social Media Monitoring

Unified communications company Mitel (News - Alert) is announcing the release of its newest version, 6.0, of Mitel Contact Center Solutions this week. The company says the product has been updated to expand the flexibility of contact centers – most notably by adding social media monitoring and broader options for serving customers via a variety of communications media, including mobile devices as well as analog home telephones.

Mitel says it designed the new release to help simplify contact center management and improve scalability, and many of the features it added were at customer request.

“Our contact center customers gave us 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,” said Ron Wellard (News - Alert), executive vice president and general manager, Mitel Communications Solutions. “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.”

New features include the following:

• External “hot desking” that allows agents to work from any device, anywhere, providing for greater staffing flexibility.
• Social media integration that will help businesses protect their brand with integration to third-party social media monitoring applications, so that agents can provide proactive responses to social media sites, industry blogs, wikis, knowledge bases and forums.
• Visual Workflow Manager to help improve contact center manageability and scalability with a new, easier to manage interactive voice response (IVR) solution, providing the ability to quickly and easily build and manage call flows via a drag and drop graphical interface.
• Scalability that allows contact centers to increase capacity to support up to 800 active agents and 2,100 agent IDs, with active directory synchronization for simplified provisioning.

Early users of the new version of the solution say they are pleased with its scalability and its ability to monitor and manage the customer experience.

“When our customers call our contact center, we need to know why they are calling and ensure we are routing them to the best source of information, all while managing their services expectations,” said Jimmy Everingham, project manager at Hoburne Holiday Parks, a beta user of the product. “Mitel Contact Center Solutions enables us to easily scale up our capacity to meet periods of peak demand, and Visual Workflow Manager lets us better manage the customer experience with call flows that can be quickly and easily changed to ensure we are providing the information and resources that best address a specific customer's needs. The end result is a more satisfied customer.”