Mitel Contact Center Solutions enable you to enhance customer service while minimizing contact center costs. They allow businesses to handle customer inquiries quickly and efficiently, and empower managers to improve business processes.

Businesses come in all sizes and their contact center requirements and capabilities vary greatly. To meet the scale, feature and price point requirements of all formal contact centers Mitel’s Contact Center Solutions are offered in two editions.

Mitel Contact Center Business Edition

Mitel Contact Center Business Edition is designed for single-site contact centers with 25 or fewer agents. This value-packed, out-of-the-box solution offers you a selection of the most frequently used applications from Mitel’s Contact Center portfolio. It delivers:

• Award-winning graphical agent desktop
• Core set of historical and real time reports
• Consolidated agent and queue management
• Rich voice automatic call distribution (ACD) functionality
• Intelligent, advanced call routing options and interactive voice response (IVR)

Mitel Contact Center Enterprise Edition

Mitel Contact Center Enterprise Edition is ideal for sophisticated contact centers of all sizes; it meets the advanced requirements of small, single-site contact centers, and seamlessly scales to address the needs of distributed, multi-site, virtual contact centers. Designed to ensure business continuity, it is a robust solution that delivers resiliency and high availability. It delivers:

• Extensive custom reporting
• Sophisticated routing and highly customized interactive voice response (IVR)
• Customized integrations for customer relationship management (CRM) and workforce management (WFM)
• Resiliency and high availability
• Support for distributed, multi-site, virtual deployments

Contact Center Business Edition & Contact Center Enterprise Edition combines robust communications platforms (Mitel 3300 IP Communications Platform), automatic call distribution (ACD) software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server. These include:

Management and Reporting Applications

• Contact Center Management: Contact Center Management is a browser-based application that provides real-time and historical monitoring as well as agent forecasting.
• Interactive Contact Center: Interactive Contact Center is an application that allows you to control agent and queue states instantly and easily via the Contact Center Management real-time display. This application runs only on the SX-2000 and 3300 ICP platforms. Interactive Contact Center integrates with Contact Center Management and Multimedia Contact Center to provide virtual queuing. 
•  Interactive Visual Queue: Interactive Visual Queue is a real-time grid that enables agents to monitor calls within a queue and then use a drag-and-drop operation to move calls from busy queues to quiet queues. Interactive Visual Queue is an add-on application that works in conjunction with Contact Center Management and Interactive Contact Center.
• Call Accounting: Call costing

Media Distribution and Routing Applications

• Automatic Call Distribution
• Automatic Call Distribution Resiliency:  ACD agent resiliency provides an immediate response to outages and allows IP phones to remain in service in the event their 3300 ICP Controller is offline. ACD Resiliency supports seamless contact center reporting and real-time. 
• Intelligent Queue: Intelligent Queue is a browser-based recorded announcement solution that provides standard recorded announcements, intelligent messaging capabilities, routing and callback.
• Multimedia Contact Center: Multimedia Contact Center is an advanced contact distribution package that integrates with Microsoft Exchange 2003 to route emails, chats and faxes to the longest idle agents in MS Outlook.

Supervisor and Agent Productivity Applications

• Contact Center Phone Set Manager: Contact Center PhoneSet Manager is software that Automates phone sets from PC desktops.
• Contact Center Softphone:  Contact Center Softphone is software that provides complete phone set functionality from the computer desktop. It delivers voice media to the agent using a multimedia computer and USB headset.
• Contact Center Screen Pops:  Contact Center Screen Pop is an add-on product that enables agents to receive caller information in a desktop pop-up.
• Outbound Dialing: automated dialing
• Remote Agents: agents anywhere