Contact Center Enterprise Edition
Multi-site and medium- to large-scale solution
Contact Center Enterprise Edition is designed for Customer Interaction Solutions customers who ¨        Have a sophisticated, formal contact center ¨        Support additional forms of communication other than voice, such as email, web chat, and/or fax customer distribution ¨        Want to enable agents anywhere—at home, in the office, around the world
Contact Center Enterprise Edition is required for contact centers that ¨        Comprise multiple sites ¨        Handle contacts by email, Web chat or fax ¨        Have more than 25 agents and 5 supervisors ¨        Require more than 25 queues ¨        Store more than 4 GB call data at one time ¨        Run reports from the entire suite (over 425 report templates) including trace reports and event reports ¨        View real-time statistics on desktop marquee for agents and supervisors ¨        Identify and control callers in queue in real time with Interactive Visual Queue ¨        Operate in a virtual contact center environment ¨        Demand a resilient set up ¨        Employ web call back ¨        Forecast staffing requirements ¨        Schedule agents with Contact Center Scheduling	The Contact Center Enterprise Edition portfolio includes the following applications: ¨        Contact Center Management Enterprise Edition ¨        Contact Center Management Enterprise Node ¨        NEW ACD Resiliency ¨        Interactive Contact Center Enterprise Edition ¨        NEW Interactive Visual Queue ¨        NEW ACD PhoneSet Manager ¨        NEW ACD Softphone ¨        Intelligent Queue Enterprise Edition   ¨        Multimedia Contact Center ¨        Contact Center Scheduling ¨        Schedule Adherence ¨        CRM ¨        Call Accounting ¨        Traffic Analysis
Contact Center Management Enterprise Edition Contact Center Management is a browser-based application that provides real-time and historical monitoring as well as agent forecasting.  Learn more about Contact Center Management >>   Contact Center Management Enterprise Node Contact Center Management Enterprise Node is an add-on product to Contact Center Management that provides multi-switch (remote and/or co-located) enterprise-wide historical reporting and real-time monitoring. Learn more about Contact Center Management Enterprise Node >>   NEW  ACD Resiliency ACD agent resiliency provides an immediate response to outages and allows IP phones to remain in service in the event their Mitel 3300 ICP Controller is offline. ACD Resiliency supports seamless contact center reporting and real-time. Learn more about ACD Resiliency >>   Interactive Contact Center Enterprise Edition Interactive Contact Center is an application that allows you to control agent and queue states instantly and easily via the Contact Center Management real-time display. This application runs only on the Mitel SX-2000 and 3300 ICP platforms. Interactive Contact Center integrates with Contact Center Management and Multimedia Contact Center to provide virtual queuing. Learn more about Interactive Contact Center >> ^ back to the top NEW Interactive Visual Queue Interactive Visual Queue is a real-time grid that enables agents to monitor calls within a queue and then use a drag-and-drop operation to move calls from busy queues to quiet queues. Interactive Visual Queue is an add-on application that works in conjunction with Contact Center Management and Interactive Contact Center. Learn more about Interactive Visual Queue >>   NEW ACD PhoneSet Manager ACD PhoneSet Manager is software that Automates phone sets from PC desktops. Learn more about ACD PhoneSet Manager >>   NEW ACD Softphone ACD Softphone is software that provides complete phone set functionality from the computer desktop. It delivers voice media to the agent using a multimedia computer and USB headset. Learn more about ACD Softphone >>   Intelligent Queue Enterprise Edition Intelligent Queue is a modular, browser-based recorded announcement solution that provides standard recorded announcements, intelligent messaging capabilities, routing and callback. Learn more about Intelligent Queue >>   Multimedia Contact Center Multimedia Contact Center is an advanced contact distribution package that integrates with Microsoft Exchange 2003 to route emails, chats and faxes to the longest idle agents in MS Outlook. Learn more about Multimedia Contact Center >> ^ back to the top Contact Center Scheduling Contact Center Scheduling is an application that integrates with the Contact Center Management Forecasting functionality to provide automatic agent scheduling, based on business rules and required skills. Learn more about Contact Center Scheduling >>   Schedule Adherence Schedule Adherence is an add-on product to Contact Center Scheduling that allows you to see what agents are doing in relation to what is scheduled and quickly identify areas of non-adherence. Learn more about Schedule Adherence >>   CRM Contact Center Solutions integrates with Microsoft Contact Relationship Management (CRM) software to provide efficient customer interactions, regardless of the contact method used: voice, email, chat, web, or fax. Learn more about CRM >>   Call Accounting Call Accounting is a browser-based application that enables you to track telephone system costs and summarize them in reports. Learn more about Call Accounting >>   Traffic Analysis Traffic Analysis is an add-on product to help you determine if you are using your incoming, outgoing, and bi-directional trunks efficiently. Learn more about Traffic Analysis >> ^ back to the top
For more information on our products and services, contact prairieFyre at sales@prairiefyre.com.