MiContact Center Business

Enterprise-grade, multichannel, and cloud-ready solution designed to power customer-centric organizations.

MiContact Center Business scales from supporting small, sophisticated business needs to enterprise-grade contact centers. Supported on the MiVoice Business, MiVoice 5000, and MiVoice 400 call managers, 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.

By bundling the MiCollab desktop client, softphone, and presence and chat functionality with MiContact Center, businesses can break down operational silos between contact center workers and back-office employees, reducing handling times and increasing the likelihood of first contact resolution.

With MiContact Center Business, Mitel customers also get a bundled MiVoice Call Recording server license, a Mitel Secure Recording Connector license, and a Call Recording port license for each agent (MiVoice Business and MiVoice 5000 only).  With MiVoice Call Recording businesses using MiContact Center Business can improve business performance, easily coach agents based on their performance, and ensure regulatory compliance.

Mitel WFM is an optional Workforce Management solution available for MiContact Center Business/MiVoice Business customers that encompasses everything needed to plan and successfully manage your contact center, back office, branch, or store. Our feature-rich WFM solution includes tools to: manage your staff; accurately forecast demand; and automatically schedule, report, and improve your operations. Several options exist to further tailor Mitel WFM to your needs.

Weave the Customer Into the Fabric of Your Business

  • Put your customers first and drive customer satisfaction

  • Provide seamless, quality interactions across all media

  • Covert your business into a customer centric organization

Exceed Customer Expectations

  • Ensure you are available where and when your customers want to interact

  • Streamline business process

  • Improve customer satisfaction

Respond with Agility

  • Break down operational silos and improve productivity

  • Scale as your business grows

  • Leave it to the experts with a proven track record

  • Maximize Return on Investment and reduce Total Cost of Ownership

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Mitel MiCollab
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Mitel MiCollab Client
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Unified Messaging is a UC-integrated messaging solution that provides sophisticated yet easy-to-use call handling features such as auto attendant and message management of voice mail, fax, and email.
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MiVoice Enterprise Manager
The Mitel Enterprise Manager simplifies solution management by centralizing administration, minimizing repetitive tasks and automating many standard processes. In addition, it allows access to multiple sites and systems from a single interface increasing staff productivity.
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Proactively reach your customers and prospects to improve loyalty and uncover new revenue opportunities
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Boost employee engagement and operational efficiency for a measurable impact on your customer experience with workforce management.
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Get the Mitel training you need with courses for technicians, system engineers, system administrators, and end users of our MiContact Center product portfolio.
Virtual Resilient High Availability
MiContact Center offers affordable, reliable options to ensure business continuity in the event of a network outage or hardware failure
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MiContact Center IVR helps businesses deliver efficient, effective, and personalized self service to customers resulting in streamlined business process and satisfied, loyal customers
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MiContact Center Live

MiContact Center Live is a true cloud solution that enables businesses to intelligently deliver quality customer experience anywhere, anytime, from any device, and across any channel.