Mitel Contact Center Management Enterprise Edition (Mitel Networks)

Mitel Contact Center Management Enterprise Edition is a web-based, multi-site contact center management solution that provides advanced capabilities for historical reporting, real-time monitoring, and forecasting for all agents and supervisors, regardless of where they are geographically located, using all manner of communications media: voice, email, web chat and fax.

The cost of deploying sophisticated contact center management solutions is an obstacle for contact centers, regardless of their size. Both internal and external customers expect agents to be responsive and will accept nothing less than the highest quality of service. As a result, contact centers require a solution that is easily and efficiently implemented, and provides supervisors with integrated tools for managing, reporting and forecasting contact center performance.

Mitel Contact Center Management Enterprise Edition

provides a comprehensive browser-based application set for real-time monitoring, historical reporting and forecasting across all contact center media: voice, email, web chat and fax. Sophisticated real-time monitoring for tracking agent and queue statistics from the single agent level to center-wide activities enables supervisors to see the big picture as well as the smaller details of contact center performance. Advanced reporting capabilities enable managers to review, analyze and forecast contact center performance.

Contact Center Management provides:

    • Comprehensive reporting
    • Personal report inboxes
    • Supervisor and agent real-time displays
    • Online chat between supervisors and agents
    • Playback of historical data
    • Database administration
    • Data mining
    • 3300 ICP Synchronization and Validation —synchronizes the YourSite database configuration with the queues, agents, agent groups, trunks, and extensions programmed on the 3300 ICP telephone system.

Contact Center Management Enterprise Edition provides contact center supervisors with advanced management tools to:

    • Capture detailed and accurate information on contact center performance levels and readily share this information with others
    • View queues in real time, and move agents to respond to changing contact center volume levels as they occur
    • View historical real time events that occurred at a particular time
    • Easily manage and configure databases and control access to contact center application resources to ensure security of operations
    • Display wall sign messages to empower contact center employees
    • Search through call records to identify a specific series of events
    • Predict agent requirements based on historical information and plan resources to meet expected traffic volumes  – more accurately anticipate and effectively plan resource utilization for future contact center volumes
    • Coach and motivate agents to ensure effective service and develop skills

Mitel Contact Center Enterprise Edition currently integrates with Microsoft® Live Communications Server 2005 and will be certified with Microsoft® Office Communications Server 2007 in early 2008. Contact centers that utilize these tools can integrate with the Contact Center Management application to give agents the ability to see the real-time presence of both internal and external product experts. Agents can right-click a product expert and send an instant message – providing first contact resolution to callers!

Mitel Contact Center Management Enterprise Edition Enterprise Node integrates with Mitel Contact Center Management Enterprise Edition to provide multi-site contact center capabilities using a single-server configuration.

Mitel ACD Resiliency is an add-on application to Contact Center Management Enterprise Edition that supports the resiliency, scalability, and virtual contact center models of the Mitel telephone platforms, and provides seamless reporting and failover functionality in the event of a network / controller outage.

The Mitel virtual contact center solution provides geographic independence. With a goal of quick contact resolution, contacts are routed to the best skilled agents irrespective of the agents geographic proximities. This results in effective resource use and superior customer service.

For customers who want to deploy large IP contact centers and support work-at-home agents, device resiliency, and soft phone capabilities, the Mitel scalable solution is the answer.

With the Contact Center Enterprise Edition resilient solution, the contact center is ensured a reliable network. The network is highly distributed – trunk density and agents are spread across several nodes – and ensures that a single-point outage will result in minimal, if any, disruption. IP phones remain in service in the event their Mitel 3300 IP Communications Platform (ICP) Controller is offline, and contact center reporting and real-time monitor are unaffected.

Mitel Traffic Analysis is an add-on application to Contact Center Management Enterprise Edition that provides an overall view of trunk traffic with trunk, route and resource reports. It provides trunk and route reporting, flexible data collection options, and supports multi-node data.

With Traffic Analysis, the contact center:

    • Will have the optimum number of resources to meet customer service objectives
    • Will have trunks configured effectively, thereby saving money

Mitel Flexible Reporting is an add-on application to Contact Center Management Enterprise Edition that enables supervisors to generate tailored reports that provide answers needed to manage the business effectively and efficiently. Custom reports streamline this business process by displaying only relevant statistics and reducing information overload.

Mitel Teleworker Solution Release 4.5 works with Mitel desktop phones, Mitel Contact Center Management, Mitel Contact Center PhoneSet Manager, and Mitel Contact Center Softphone to provide remote agents with access to the voice and data capabilities used by their colleagues inside the contact center. Mitel Teleworker Solution Release 4.5 enables Customer Interaction Solutions real-time functions to be run from any remote computer without the use of a virtual private network (VPN): home-based and remote users can view real-time monitors and enable alarming, answer or forward calls, and perform other telephony functions from their desktops.

Mitel High Availability

Mitel High Availability combined with Microsoft® Windows Server® 2003 R2 Enterprise Edition server clustering supports Customer Interaction Solutions. The High Availability configuration leverages Microsoft clustering services for Mitel Contact Center Management, Mitel Intelligent Queue, and Mitel Interactive Contact Center. In the event of a network outage or natural disaster, clustering ensures fail-over to a secondary server upon the failure of the primary server. It also allows for uptime when upgrading software or performing server maintenance.

Mitel High Availability combined with Microsoft clustering provides contact centers with:

    • Cost-effective disaster recovery
    • The ability to upgrade software or perform server maintenance without interrupting service
    • Continued uptime for client computers so business continues as usual when the primary server fails
    • Remote assistance during setup

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