Contact Centers

Web-based MultimediaContact Center Management

Streamline management, enhance relationships
As a contact center manager, you know that meeting service level commitments and customer expectations is a daily, hourly, even minute-by-minute challenge. And it’s a challenge that’s becoming increasingly complex.

Having agents with the right skill sets on the job at the right time is just the beginning. You also have to match callers with the agents best able to help them – with minimal delay. It means you need to know what’s going on in real time and have the power to adjust your operations immediately. And it means you need to equip your agents with advanced tools and access to information so they can efficiently manage calls and serve customers – including those who contact you by email, fax or while on your web site. And at the end of the day, it means you need to know and demonstrate that you’re meeting service levels and delivering value to the enterprise. Which is where Mitel® 6100 Contact Center Solutions come in.

Evolve capabilities with web-based flexibility
Mitel 6100 Contact Center Solutions combine robust communications platforms, automatic call distribution (ACD), and a modular suite of feature-rich, web-based applications for streamlining contact center management and enabling advanced multimedia customer transactions. Mitel 6100 Contact Center Solutions give you the flexibility to add and integrate increasingly sophisticated capabilities as your needs change and grow. Web-based and multilingual, these applications are designed with the end user in mind. They deploy rapidly – no client software is required – and they support universal access, enabling your supervisors to manage, monitor and control contact center operations from any computer.

	Mitel Automatic Call Distribution Mitel Automatic Call Distribution (ACD) software is an integrated component to the switch that ensures customers are treated equitably and calls are routed efficiently.
	Mitel 6110 Contact Center Management Mitel 6110 Contact Center Management (CCM) application is the core component to efficiently handling your contact center operations.
	Mitel 6110 Contact Center Management Enterprise Node The 6110 CCM Enterprise Node enables supervisors to monitor and react to contact center and agent activity across multiple sites/switches, ensuring effective management and utilization of resources across all sites/switches.
	Mitel 6115 Interactive Contact Center Application Mitel 6115 Interactive Contact Center (ICC) application allows supervisors to initiate an immediate response to changing call volumes, ensure resources are effectively deployed and manage situations involving agents and/or ACD queues.
	Mitel 6120 Contact Center Scheduling Solution Mitel 6120 Contact Center Scheduling (CCS) ensures that agent scheduling is not only simple, but optimized to meet your forecasted requirements.
	Mitel 6140 Agent Portal Mitel 6140 Agent Portal allows caller information from the contact center database to be displayed on the agent desktop at the time of the call.
	Mitel 6150 Multimedia Contact Center Mitel 6150 Multimedia Contact Center (MCC) provides contact centers with the ability to seamlessly integrate multiple forms of media for improved customer responsiveness.
	Mitel 6160 Intelligent Queue Solution Mitel 6160 IQ is an all-in-one, scalable, browser-based announcement solution for contact centers.
	MiService Solutions Mitel MiService Solutions deliver custom application development, and offers a complete range of advanced services geared towards helping to accelerate implementation of high-performance contact center solutions.
	Remote Agents The Mitel Teleworker Solution is an optional module that supports remote agents with complete access to voice and data capabilities that colleagues inside a contact center enjoy at the office