Contact Center Business Edition

Mitel Contact Center Business Edition is designed for contact centers with 25 or fewer agents. The Contact Center Business Edition is an out-of-the-box solution that grows with your contact center. It combines robust Mitel IP communications platforms, Automatic Call Distribution (ACD) software, and a modular suite of feature-rich, web-based applications designed to measure and manage contact center performance. With Contact Center Business Edition, your business can offer customers unparalleled service while streamlining contact center operations and optimizing agent productivity.

More and more contact centers are becoming the primary interface for customer reach into an organization. Contact centers are transitioning from the role of cost center to profit center, to which a companys business success and revenue growth is inextricably tied. Contact centers are realizing that providing excellent service involves more than managing call handling times and abandon rates. They require technologies that seamlessly integrate with existing infrastructure investments and reliably deploy technologies that address opportunities to streamline operations and processes, and improve communications. Mitel Contact Center Business Edition provides solutions that optimize the productivity of in-house and remote agents, and enable first contact resolution; solutions that will exceed your expectations.

Mitel Contact Center Business Edition is designed for customers who:

Comprise a single site
Have 25 or fewer agents and / or five or fewer supervisors
Need a cost-effective solution (optimize cost savings when you purchase Contact Center Management Business Edition in conjunction with Interactive Contact

Center Business Edition and Intelligent Queue Business Edition)

Requires a basic set of reports on agents and queues
Want a solution that can grow with their contact center

Mitel Contact Center Business Edition provides:

Agent and supervisor mobility
Modular product components
Industry standard architecture
Delivers solutions in Microsoft® Excel® and Internet Explorer
Integration with CRM and eCommerce applications
A user interface available in multiple languages

Agent Portal (Mitel Networks) (CIcc-7)Mitel Agent Portal is a screen pop application that co-ordinates the delivery of voice calls and relevant data screens to agent desktops.

Automatic Call Distribution (Mitel Networks) (CIcc-1)Mitel Networks Automatic Call Distribution (ACD) software is an integrated component to the switch that ensures customers are treated equitably and calls are routed efficiently.

Call Accounting (Mitel Networks) (CIcc-8)Mitel Contact Center Softphone provides complete phone set functionality from your computer desktop with intuitive visual point-and-click access to the advanced call management features of the 3300 IP Communications Platform (ICP). A computer and USB headset deliver voice media to the agent.

Contact Center PhoneSet Manager and Contact Center Softphone (Mitel Networks) (CIcc-6)Mitel Contact Center Softphone provides complete phone set functionality from your computer desktop with intuitive visual point-and-click access to the advanced call management features of the 3300 IP Communications Platform (ICP). A computer and USB headset deliver voice media to the agent.

Contact Center Screen Pop (Mitel) (CIcc-2)Mitel Contact Center Screen Pop provides instant access to information, delivering caller and account details to employees as they receive calls.

Intelligent Queue Business Edition (Mitel Networks) (CIcc-5)Mitel Intelligent Queue Business Edition is an all-in-one, scalable, web-based integrated, voice processing solution that provides intelligent messaging, voice callbacks, enhanced routing, reporting capabilities, database verification, and screen pops when integrated with Mitel Agent Portal.

Interactive Contact Center Business Edition (Mitel Networks) (CIcc-4)Mitel Interactive Contact Center Business Edition enables dynamic control of agents and queues, scheduled and on-the-fly.

Mitel Contact Center Management Business Edition (Mitel Networks) (CIcc-3)Mitel Contact Center Management Business Edition is a web-based, single-site contact center management solution that provides historical voice reporting and real-time monitoring for agents and supervisors, regardless of where they are geographically located. Mitel Traffic Analysis, an add-on application to Mitel Contact Center Management Business Edition, provides detailed reporting to help optimize your trunk configuration.

Remote Agents (Mitel Networks) (CIcc-9)The Mitel Teleworker Solution is an optional module that supports remote agents with complete access to voice and data capabilities that colleagues inside a contact center enjoy at the office

Additional Information