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

Dynamic changes in queue volumes can directly impact a contact centers ability to deliver on service levels. If one queue has callers waiting while another sits idle, neither the customer’s nor the call centers interests are served. Contact center managers need tools to change agent and queue states instantly so they can respond to changing call volumes immediately.

Mitel Interactive Contact Center Business Edition provides managers with browser-based tools that provide advanced capabilities that:

• • Support an immediate response to changing call volumes

• • Ensure contact center resources are deployed at any and all times in the most efficient manner

• • Respond to and control situations involving individual agents and / or agent groups

Interactive Contact Center does this by providing:

• • Agent control – agents can control their own availability, inform other employees of their whereabouts with Make Busy Reason Codes, and respond to changing call volumes immediately

• • Queue control – supervisors can open/close queues, schedule queues to be active or inactive based on the business hours scheduled for each queue, and open/close queues automatically based on predefined criteria for queue performance to optimize service to callers

The end result – optimizing the service callers receive.

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