Contact Center Solutions Featured Article

Mitel Unveils New Version of MiContact Center Contact Center Solution

February 13, 2014

Businesses are desirous to maintain favorable relations with their customers. To enhance the way in which they interact with customers, Mitel has added new mobile chat and multichannel self-service options in its MiContact solution. This will serve the needs of different customers allowing them to select the media and device to use.

Todd Simons, director of product solutions, Mitel said. “Finding easier ways for businesses to engage customers via their preferred media and devices is a top priority for contact centers, with a growing focus on mobile and self-service features.”

“MiContact Center not only delivers on this, but also integrates communication across all channels to deliver a single customer experience. For example, organizations can post contact options on their website along with estimated wait times, empowering customers to decide how they contact the business,” Simons added.

The MiContact Center 7.0 solution features mobile chat and self-service features in addition to offering outbound capabilities that can enhance sales and lead generation for businesses. The MiContact Center enables users to track and analyze all the received calls, E-mails and chats.

The new contact center solution is expected to streamline and simplify how businesses can interact with their customers using new contact options besides enabling it to function smoothly.

The solution also ensures fast and immersive service as the contact center agents will be empowered with more customer information that has been garnered from multiple media channels. Mobile supervisors can employ real-time management applications to enhance customer service, added officials.

The MiContact Center Outbound portfolio a new feature in the solution offers new preview and predictive dialing capabilities. Sales and lead generation can be increased and agents will be kept busy with outbound interactions and campaigning. The agent scripting functionality will ensure first-contact resolution and business process compliance, explained officials.

Mitel’s flagship products MiContact Center, MiVoice and MiCollab help organizations to bring employees, partners and customers together to ensure greater collaboration and innovation, pointed out Simons.

Recently Mitel completed its merger with Aastra Technologies Limited. This merger will further strengthen Mitel’s global customer base as well as its annual revenue, which is estimated to be over $1 billion. The company has strategic plans to use this merger to further expand and strengthen its position in this $18 billion dollar business communications market.

Edited by Ryan Sartor