Mitel has announced a series of enhancements to its MiContact Center portfolio, available via channel partners, designed to address the changing requirements for contemporary contact center operations.
A new release of MiContact Center Solidus features multi-language advanced multimedia capability with multi-platform email support for any SMTP server including: Exchange, Domino, Gmail, Outlook.com, an improved integrated interaction workflow designer, searchable chat/e-mail history and social and enhanced blending for common agent handling of all media types.
“The use of mobile and multimedia communications really lets us give consumers the choice of how, where and when they want to connect with our company,” said Bart Miller, CEO of Centrinex, a Kansas call center management company whose 900 agents are using Mitel’s multimedia platforms to improve customer access and optimize agent productivity.
He added, “If someone is out of their office or home and on a cell phone, a voice call may be best, but web chat may be preferred if they are sitting at their computer. With Mitel’s solutions, my agents can now manage a phone call, two email conversations and a web chat all simultaneously and while delivering a superior customer experience for each.”
“The MiContact Center portfolio announcements today are further proof of Mitel’s commitment to its three-pronged strategy that includes rapid expansion in the contact center,” said industry analyst Sheila McGee-Smith. “With consumers rapidly shifting to digital channels for interactions, constant enhancements to multi-channel capabilities are essential, as are workforce optimization tools to manage how agents performing mobile, social and other Web-based transactions are scheduled and managed.”
Mitel has also announced expanded scalability of the MiContact Center Enterprise Edition and introduced replay capability, multimedia-based pinpoint customer service – good or bad – and on any media to deliver a superior customer experience, and support for multimedia agent forecasting and multimedia agent scheduling. Enhancements to MiContact Center Outbound include a full suite of new features including: 3-way conferencing for agents, dynamic calling party number presentation, intelligent time zone scheduling, call recording integration, voice resiliency and more. And, it unveiled an expanded contact center partner ecosystem with the addition of a new reseller agreement with global workforce management (WFM) provider Teleopti, offering a suite of scheduling products.
“The contact center market today is dramatically different than it was even two years ago, with a radical shift in terms of where customer conversations are happening and the increasing use of non-traditional platforms like chat and social,” said Ron Wellard, chief products and solutions officer at Mitel. “These shifts create a fantastic opportunity for contact centers to drive a new level of customer engagement and experience to improve satisfaction, loyalty, and spend while lowering operational costs and complexity.”
