Mitel Call Center Enterprise

Mitel Call Center Enterprise Edition


Mitel Call (Contact) Center Enterprise Edition is ideal for sophisticated contact centers of all sizes; it meets the advanced requirements of small, single-site contact centers, and seamlessly scales to address the needs of distributed, multi-site, virtual contact centers. Designed to ensure business continuity, it is a robust solution that delivers resiliency and high availability. It delivers:

  • Extensive custom reporting
  • Sophisticated routing and highly customized interactive voice response (IVR)
  • Customized integrations for customer relationship management (CRM) and workforce management (WFM)
  • Resiliency and high availability
  • Support for distributed, multi-site, virtual deployments

The Call Center Enterprise Edition combines robust communications platforms (Mitel 3300 IP Communications Platform), automatic call distribution (ACD) software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server. These include:

Management and Reporting Applications

  • Mitel Contact Center Management: Management tools for small to multi-site contact centers
  • Mitel Interactive Contact Center and Visual Queue: Dynamic telephone system control in real-time
  • Mitel Call Accounting: Call costing
  • Mitel Workforce Scheduling: Workforce management, forecasting and monitoring

Media Distribution and Routing Applications

  • Automatic Call Distribution
  • Mitel Intelligent Queue: IVR, advanced routing and self service
  • Mitel Multimedia Contact Center: ACD for e-mail, web chat, fax SMS and walk-in
  • Mitel Call Accounting: Call costing

Supervisor and Agent Productivity Applications

  • Mitel Contact Center PhoneSet Manager and Contact Center Softphone
  • Mitel Contact Center Screen Pop: CRM screen-pop
  • Outbound Dialing: automated dialing
  • Remote Agents: agents anywhere

Virtual, Resilient, High Availability Contact Centers

Third-Party Contact Center Applications

For information on product and application interoperability, please contact Blue Violet Networks sales support.

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