Mitel Networks 6150 Multimedia Contact Center Solution

Mitel Networks 6150 Multimedia Contact Center (MCC) provides contact centers with the ability to seamlessly integrate multiple forms of media for improved customer responsiveness.

Mitel Networks 6150 Multimedia Contact Center (MCC) provides contact centers with the ability to seamlessly integrate multiple forms of media for improved customer responsiveness. With the widespread adoption of e-mail and Web chat, today’s customers demand that they have the ability to communicate in the medium of their choice. With the 6150 MCC, e-mail and Web chat routing, reporting and real-time monitoring are seamlessly integrated to provide consistent levels of service across all media. The 6150 MCC manages all customer contacts in the same consistent manner across multiple mediums, ensuring customers are treated the same regardless of how they choose to communicate.

Mitel Networks 6150 Multimedia Contact Center is a modular offering that integrates with Microsoft Exchange 2000 and Outlook to support optional capabilities for:

* Automated routing of multimedia contacts to the longest idle agent

* Unique ticket number to be assigned to each incoming and outgoing multimedia contact, linking the customer’s entire e-mail history together

* Providing supervisors with the ability to view, generate, schedule, and share reports across all contact center multimedia elements over any date and time horizon

* Real-time monitoring of all multimedia contact types via Mitel Networks 6110 Contact Center Solution

* Forecasting agent requirements for all multimedia queues with the 6110 Contact Center Solution

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Mitel Networks 6150 Multimedia Contact Center

6150
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