The delivery of quality customer service is changing at a rapid pace with the accelerated adoption of cloud-based solutions, the incorporation of multimedia, and the impact of smartphones and tablets. To meet these demands, Mitel delivers MiContact Center, which captures the voice of the customer across multiple channels, measures agent and contact center effectiveness, all in support of delivering a personalized, quality customer experience.
MiContact Center Business (formerly known as MiContact Center Workgroup/Business/Enterprise Edition) scales from supporting small, sophisticated business needs to enterprise-grade contact centers. It delivers business value with integrated MiCollab Unified Communications and MiVoice Call Recording capabilities and is an agile solution built to be resilient and highly available. MiContact Center Business includes: real-time, historical, and customizable reporting tools; highly customizable speech-enabled Interactive Voice Response (IVR) routing; multichannel workflow routing (email, fax, chat, SMS, and social); outbound dialing and messaging; and integrations with Salesforce.com and other leading-edge Customer Relationship Management (CRM) systems.