Mitel has announced MiContact Center Live, a customer care platform delivered as-a-service via the cloud.
MiContact Center Live provides multi-channel support, including WebRTC for real-time chat via the Internet and popular social media channels such as Facebook and Twitter. It also supports traditional customer service channels such as phone, e-mail and SMS text messaging.
“Two driving forces in the contact center space today are cloud delivery and personalization to enable customers more channels and service options,” said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics. “MiContact Center Live offers the flexible cloud delivery many businesses are seeking plus the very latest features, including WebRTC client and social media for a more personalized approach. This is a smart move by Mitel to grow its contact center offering.
An agent desktop brings communications from all channels together for a single unified agent experience to enable customer service. The service integrates with customer relationship management software such as Salesforce.com, and includes tools that allow agents to escalate communications across media channels, based on the customer preference. It also includes outbound capabilities as well as call recording and screen recording for issue resolution and quality control purposes.
“Mitel is committed to providing our customers with the best path to cloud communications, including comprehensive solutions for customer care. With MiContact Center Live, we deliver an enterprise-class platform for any size business with leading features to engage their customers and deliver loyalty-building services,” said Ron Wellard, executive vice president and general manager of products and solutions at Mitel.
