Interactive Contact Center and Interactive Visual Queue Enterprise Edition (Mitel Networks)

Mitel Interactive Contact Center Enterprise Edition allows dynamic control agents and queues, scheduled and on-the-fly. Mitel Interactive Visual Queue is an add-on application to Mitel Interactive Contact Center Enterprise Edition that provides call prioritization, allowing contact center supervisors and authorized agents to view calls within queues, dynamically control the status of ACD calls in queue, and change the answer point / priority of calls on demand.

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 centers interests are served. As a contact center manager, you need tools to change agent and queue states instantly so you can respond to changing contact volumes immediately.

Mitel® Interactive Contact Center Enterprise Edition provides supervisors 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 Enterprise Edition 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

Mitel Interactive Visual Queue is an add-on application to Interactive Contact Center Management Enterprise Edition. Interactive Visual Queue provides supervisors with business intelligence, alerting them with a pop-up or by email when priority callers enter an ACD queue. Supervisors can readily identify callers and adjust the ACD to re-prioritize their answer points / priority with a quick drag-and-drop operation. They can match each customer with the best available resource and achieve first contact resolution.

Detailed information on each call enables supervisors to:

    • Identity key customers and priority calls
    • View the priority and answer positions of calls
    • Track the number of times a call has changed queues
    • Identify callers that have been waiting in the system or in the current queue for an extended period of time
    • Determine how to best serve callers with current resources

Agents and supervisors can prioritize calls by moving calls between queues to balance the call load, to change their answer position, or forward them to other answer points.

Interactive Visual Queue

    • Supports an immediate response to changing call volumes
    • Disperses calls effectively and ensures key customers / priority calls are answered first
    • Allows supervisors and agents to make informed decisions on how to serve callers with current resources

Integration with Customer Interaction Solutions applications means:

    • Managers benefit from single-point administration of extensions, agents, and other devices
    • Agents and supervisors can view queue activity and the availability of team members and act quickly to best server callers with current resources
    • Agents and supervisors can control ACD calls, agents and queues to provide premium service to preferred customers by ensuring priority calls are answered first
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