More than ever, that experience is shaped and delivered through digital interactions. While the majority of customer communications are still voice-based, consumers now rely more heavily on digital methods, such as email, SMS, web chat, and social media. They expect the flexibility to interact through the medium of their choice, wherever they are. And, they expect to be able to switch between one medium and another while they are on the move.
What's more, today's customer experience must go beyond customer-initiated interactions to deliver proactive contact, empower customers with self-service capabilities, and even leverage the power of machine-to-machine interactions via the Internet of Things (IoT).
Whether or not your business has a traditional contact center, your customer touchpoints should be equipped to deliver informed and personalized interactions with your clients and prospects. And, equally as important, your business should have the agility to respond to changing requirements on the fly.
From connecting customers to the right person, on the first try, every time to managing your workforce and monitoring quality of service, the right technology can transform your customer experience from dated to digital. Mitel offers solutions, services, and expertise to support your customer experience strategy every step of the way.
MiContact Center Office
MiContact Center Office, designed for the MiVoice Office 250 (formerly MiVoice Office) platform, is an entry-level solution for contact centers or workgroups with up to 100 agents.
MiContact Center Business
Leveraging the MiVoice Business platform, MiContact Center Business is a multichannel and cloud-ready solution designed to power customer-centric organizations with up to 1,200 agents.
MiContact Center Enterprise
MiContact Center Enterprise (formerly MiContact Center Solidus) is built for the MiVoice MX-ONE platform and also supports 3rd party communication servers (Cisco formally tested) and mixed estate environments. MiContact Center Enterprise is an all-in-one contact center with a single software stream for seamless growth, feature extension and deployment flexibility. Supporting up to 1,500 agents on a single system, MiContact Center Enterprise scales to 15,000 concurrent agents in a network under a resilient environment.
MiContact Center Campaign Manager
MiContact Center Campaign Manager is a software-based outbound progressive dialing solution designed to vastly improve the productivity of your outbound dialing team.
MiContact Center Outbound
MiContact Center Outbound is much more than a simple outbound dialer – it's a comprehensive, integrated outbound strategy management suite. MiContact Center Outbound supports all modes of outbound dialing and multi-channel interactions and includes a wide range of scripting and campaign management tools.
MiContact Center for Lync
Built natively on the Microsoft Lync Server call control and desktop client, MiContact Center for Microsoft Lync provides a turnkey Unified Communications solution of multi-media capabilities including chat, email, presence and voice to provide a better customer experience, improve agent productivity and communicate with Subject Matter Experts both in and outside the contact center.
MiContact Center Live
MiContact Center Live is a true cloud solution that enables businesses to intelligently deliver quality customer experience anywhere, anytime, from any device, and across any channel.
MiVoice Call Recording and Quality Management
MiVoice Call Recording software allows organizations to quickly capture, archive, and organize, playback and share voice documentation using Mitel's patented Portable Voice Documentation (PVD™) technology. Mitel's Quality Management solution, available as an add-on for MiVoice Call Recording, provides a complete suite of quality assurance, evaluation and e-learning tools. It is the only true quality monitoring software solution to also deliver a comprehensive set of compliance management capabilities.
MiContact Center IVR helps businesses deliver efficient, effective, and personalized self service to customers resulting in streamlined business process and satisfied, loyal customers.Learn More »
MiContact Center Multimedia powers prompt, informed interactions between the mobile enterprise, mobile agents and supervisors, and mobile end customers.Learn More »
Start On Your Journey To Modernize, Scale, And Drive To A New Level Of Business Performance.Learn More »
Boost employee engagement and operational efficiency for a measurable impact on your customer experience with workforce management.Learn More »
MiContact Center Campaign Manager is a software-based outbound progressive dialing solution designed to vastly improve the productivity of your outbound dialing team.Learn More »
MiVoice Analytics enables companies to track, monitor and control telecommunication usage and costs on their MiVoice Business communications platform.Learn More »
Over the years, Mitel's partnership with Microsoft has helped customers to fully maximize their Microsoft investments in Lync and other technologies.Learn More »
Call recording and quality monitoring are commonly performed with the intent of evaluating call handling performance and improving the quality of customer service.Learn More »
MiContact Center Live is a true cloud solution that enables businesses to intelligently deliver quality customer experience anywhere, anytime, from any device, and across any channel.Learn More »
Proactively reach your customers and prospects to improve loyalty and uncover new revenue opportunities.Learn More »
Get the Mitel training you need with courses for technicians, system engineers, system administrators, and end users of our MiContact Center product portfolio.Learn More »
MiContact Center offers affordable, reliable options to ensure business continuity in the event of a network outage or hardware failure.Learn More »
Build a modern and reliable contact center environment with tools that seamlessly integrate traditional automatic call distribution (ACD) with sophisticated workflows and multiple contact media, such...Learn More »
Contact center management and reporting applications provide a rich tool-set for business and operational insight into your contact center's performance.Learn More »
The only true end-to-end multi-media contact center today that utilizes both Microsoft back-office and desktop solutions.Learn More »
Enterprise-grade, multichannel, and cloud-ready solution designed to power customer-centric organizations.Learn More »
MiContact Center Office provides efficient monitoring, managing and routing of calls. It's the perfect small to medium call center office solution.Learn More »
Proactively manage the performance of Mitel networks, for better service quality.Learn More »