Your contact centre is front door to your business. It’s where your most valuable asset, your customers, come to say hello. Providing an excellent experience in order to welcome these customers and nurture positive relationships is key.
Businesses come in all shapes and sizes and their requirements are always unique. Mitel’s MiContact Centre is a scalable solution, which caters for businesses of all sizes, from single sites to international, multi-site companies. Mitel’s MiContact Centre can be tailored to meet your needs.
Create an excellent customer experience
You have one chance to make a lasting first impression. MiContact Centre can help you enhance the customer experience from the moment a customer calls your number. We want to help you you attract and retain customers.
With an IVR management system, you can keep callers well-informed with estimated wait time and position in queue updates while efficiently guide them to available resources.
Intuitive desktop productivity tools can help your business integrate phone availability, online presence, agent actions, and screen pops with soft phones so agents can quickly identify customers, message or conference in available product experts, and provide answers in a single transaction.
Finally, with an Automatic Call Distribution (ACD) system for voice and multimedia routing, you can enable customers to contact you in the media of their choice. Supervisors can track and report on multimedia agent, queue, and trunk performance, ultimately optimising business processes and improving the customer experience.
Integrate business processes
Businesses also need solutions to integrate and streamline business process and promote efficient communications. With forecasting tools and integrated workforce management tools, supervisors can ensure the right number of skilled agents are available to handle the forecasted call volumes.
Ensure business continuity
Your customers expect consistent, dependable communications despite accidents or unplanned emergencies that may occur—they need to know they can still reach you, and you need to know you can continue to perform critical business functions.
Ensuring continuity in service and communications requires planning and strategy. It requires a sound communications infrastructure and daily activities that support business requirements for disaster recovery, business resumption, and emergency preparedness.
Mitel’s MiContact Center portfolio of solutions provides businesses with the tools they need to improve the customer experience, integrate business processes, and ensure business continuity.
Protect against compliance and litigation
Companies in virtually every industry are subject to compliance regulations and litigation that can hurt productivity as well as profitability. With MiVoice Call Recording, you can reduce this burden while avoiding unnecessary penalties, fees and damages by automatically recording and documenting every call—producing robust, easily searchable, indisputable, verifiable records.
Drive quality improvement
With Mitel’s MiContact Center Quality Management application, you can turn every call into an asset. Use recorded calls for coaching, training and recognition. Use them to improve interaction between employees and customers. You can even use them to track and optimize the effectiveness of phone-based marketing campaigns. However you choose to use them, Quality Management gives you unmatched monitoring, search, documentation and reporting capabilities.