Contact Centers

Mitel Automatic Call Distribution

Mitel Enterprise And Small Business Automatic Call Distribution

As a contact center manager, customer service-level commitments are critical to achieving enterprise goals. Meeting those commitments is your daily, hourly and even minute-by-minute challenge. Achieving those goals means ensuring the equal distribution of incoming calls to the most appropriate group of agents based on the type of information or service required.

Mitel® Automatic Call Distribution is an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise and small business communications platforms, providing the capabilities for:

• Routing calls to the most appropriate group(s)
• Queuing and prioritization of callers
• Distributing calls fairly within a group – longest idle or highest skilled
• Automatically re-routing or expanding the availability of agents based on current queue conditions
• Networking multiple contact centers together
• In queue messaging
• Controlling after hours service

Mitel Automatic Call Distribution delivers the power and performance required in the most demanding contact center environments by providing:

• Cost-effective use of pooled resources
• Improved customer service by delivering consistent process and service
• Call distribution based on the caller’s need
• Even distribution of the workload
• Reduction in communication costs