Contact Centers

Mitel 6160 Intelligent Queue

Increasing call volumes inevitably means callers spend more time in queue, leading to frustration, abandoned calls and lost opportunities. As a result, you need tools that enable you to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the agent(s) best qualified to handle their requests.

Mitel® 6160 Intelligent Queue is an all-in-one, scalable (supports four to 96 ports), browser-based recorded announcement solution for contact centers. It enables supervisors and managers to rapidly and intuitively:

• Create and serve static and custom recorded announcements to callers in queue
• Provide callers with expected wait times and position in queue
• Provide callers with time of day/day of week/exception-based messaging
• Guide callers to the information, extension or ACD path that best meets their needs
• Report on what choices your customers are making in the 6160 IQ
• Allow customers to request a callback via the web or voice mail
• Route calls based on automatic number identification, time of day, current queue conditions
• Report on the 6160 Intelligent Queue activity

6160 Intelligent Queue provides contact centers with advanced capabilities that:

• Keep customers informed
• Manage caller expectations for a more positive experience
• Match callers with the most appropriate agent group based on a range of factors
• Provide callers with flexible contact alternatives to waiting in queue
• Meet service level commitments
• Understand call flows from the customers perspective