Intelligent Queue Enterprise Edition (Mitel Networks)

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

Increasing call volumes inevitably means callers spend more time in queue, leading to frustration, abandoned calls and lost opportunities. As a result, contact centers need tools that enable them to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the agents best qualified to handle their requests.

Mitel Intelligent Queue Enterprise Edition is an all-in-one, scalable, browser-based voice processing solution for contact centers. Intelligent Queue provides incoming call handling,  intelligent messaging (announcements), call detail reporting, music on hold, advanced routing options, database verification, multi-PBX support, Network Monitor alarm integration, G729 compression support and screen pops (screen pops are available when integrated with Mitel Agent Portal).

Intelligent Queue Enterprise Edition enables supervisors and managers to rapidly and intuitively:

    • Create and serve static and custom recorded announcements to callers in queue
    • Provide callers with updated position in queue and expected wait time messaging
    • Provide callers with voice read back
    • Provide callers with time of day / day of week / day of year or queue-conditional messaging
    • Guide callers to the information, extension or ACD path that best meets their needs
    • Enable customers to request a queued callback via the web or voice mail
    • Route calls based on the number they are calling from (ANI / CLI), time of day, or current queue conditions
    • Report on the Intelligent Queue activity

Intelligent Queue Enterprise Edition supports multiple voice ACD systems from one Intelligent Queue server it can route preferred customers to priority queues, provide advanced digit programming, verify user input, and route based on ANI, DNIS or user-collected digits. Digit verification allows the system to compare collected digits against a data source and then perform an action based on whether or not the digits exist in the database. Actions may include call routing, messaging playback, call re-routing to an interactive tree, or route with screen-pop provided by the available Agent Portal application.

The end result is that Intelligent Queue Enterprise Edition provides contact centers with advanced capabilities that:

    • Keep customers informed
    • Manage caller expectations for a more positive experience
    • Match callers with the most appropriate agent group based on a range of factors
    • Provide callers with flexible contact alternatives to waiting in queue
    • Provide premium service to premium customers
    • Meet service level commitments
    • Understand call flows from the customers perspective
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