MiContact Center IVR

Mitel’s MiContact Center IVR is an advanced, speech-enabled Interactive Voice Response (IVR) solution available as an optional component of MiContact Center Business or as a stand-alone offering. It is designed to help companies intelligently manage callers, provide self-service options, guide callers to the correct destination and deliver announcements to callers in queue such as expected wait time and position in queue. Workflows are easily administered using a Microsoft Visio-like interface that allows administrators to quickly drag-and-drop and configure routing activities

Improve the Customer Experience

  • Improve the likelihood of first contact resolution and reduce abandoned call rates by guiding callers to the correct destination and delivering wait time and position in queue announcements to callers in queue
  • Empower customers with sophisticated self-service tools, leveraging speech recognition and text-to-speech, database lookups, and third-party system application connectivity
  • Proactively engage with customers using outbound dialing and messaging

Improve Operational Efficiency

  • Free up customer service representatives from repetitive, mundane interactions that could easily be provided as self-service options to callers so agents are freed up for more critical inquiries
  • Link together disparate business process systems and collect advanced caller information and knowledge before interactions begin
  • Remove the burden of having agents make outbound calls for simple messaging like appointment reminders, balance due dates, or service updates

Simplify the Administrative Experience

  • Administrators benefit from a single point of administration and configuration for all inbound and outbound voice and digital media routing
  • Easily integrate with third-party applications, databases, Web pages, PowerShell scripts, and executables to provide highly advanced data collection and routing decisions
  • Quickly program sophisticated workflows using a familiar Microsoft Visio-like, drag-and-drop interface