Mitel Increases Customer Satisfaction With New Contact Center Capabilities

Mitel's Contact Center Solutions Deliver Social Media Monitoring and Enable Agents to Provide a Superior Customer Experience From Anywhere Using Any Device.

Mitel® a leading provider of unified communications and collaboration (UCC) software solutions, today announced the newest version of Mitel Contact Center Solutions. Mitel's latest offering can significantly expand the flexibility of contact centers with the addition of social media monitoring and the capability for agents to serve customers using any device — from mobile devices to their analog phone at home. This release is designed to greatly simplify contact center management and improve scalability.

Mitel Contact Center Solutions incorporates a number of new features that can extend greater flexibility and scalability to contact centers including: 

• External "hot desking" — Enabling agents to work from any device, anywhere, giving contact center managers the potential for greater staffing flexibility and business continuity.

• Social media integration — Enabling businesses to protect their brand with integration to third-party social media monitoring applications, so that agents can provide proactive responses to social media sites, industry blogs, wikis, knowledge bases, and forums.

• Visual Workflow Manager — Improving contact center manageability and scalability with a new, easier to manage Interactive Voice Response (IVR) solution, providing the ability to quickly and easily build and manage call flows via a drag and drop graphical interface.

• Scalability — Increasing capacity to support up to 800 active agents and 2100 agent IDs, with Active Directory Synchronization for simplified provisioning.

"Our contact center customers gave us consistent feedback on their needs; greater flexibility for how and where their agents can work and the ability to interact with their customers no matter what medium they use, be it social media, voice or messaging," said Ron Wellard, executive vice president and general manager, Mitel Communications Solutions. "This latest iteration of Mitel Contact Center Solutions delivers this functionality, allowing their agents to use any device from anywhere to deliver a superior customer experience."