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Mitel Enterprise Edition

Overview

Contact Center Enterprise Edition is a scalable, resilient solution that combines Mitel IP communications platforms, Automatic Call Distribution (ACD), and a modular suite of web-based applications for streamlining contact center management and enabling agents anywhere productivity.

Contact Center Enterprise Edition is designed for established contact centers that

  • Comprise multiple sites
  • Handle contacts by phone, email, Web chat, SMS, and fax
  • Have more than 25 agents and 5 supervisors
  • Run enterprise-wide reports (from over 140 report templates) including trace and event reports
  • View enterprise-wide, real-time statistics on desktop marquees
  • Identify and control callers in queue and change their answer priority in real time
  • Operate in a virtual contact center environment
  • Require a resilient setup
  • Forecast staffing requirements
  • Schedule agents and measure schedule adherence

"Having dispersed agents helps your center optimize its use of human resources and achieve economies of scale. It also frees up existing resources to provide unsurpassed availability and uninterrupted customer service. With economies of scale through virtual contact centers not only will your customers be happy, your CEO will be delighted."

Resources