Mitel Contact Center Enterprise Edition integrates with Microsoft® Office Live Communications Server 2005 to provide an enhanced call experience and optimized agent productivity. The Enterprise Edition monitors and displays real-time presence of internal and external experts, allowing agents to instant message them, and provide first call resolution.
Mitel Contact Center Management Enterprise Edition Enterprise Node integrates with Mitel Contact Center Management Enterprise Edition to provide multi-site contact center capabilities using a single-server configuration.
Mitel ACD Resiliency is an add-on application to Contact Center Management Enterprise Edition that supports the resiliency, scalability, and virtual contact center models of the Mitel telephone platforms, and provides seamless reporting and failover functionality in the event of a network / controller outage.
The Mitel virtual contact center solution provides geographic independence. With a goal of quick contact resolution, contacts are routed to the best skilled agents irrespective of the agents’ geographic proximities. This results in effective resource use and superior customer service. |
The cost of deploying sophisticated contact center management solutions is an obstacle for contact centers, regardless of their size. Both internal and external customers expect agents to be responsive and will accept nothing less than the highest quality of service. As a result, contact centers require a solution that is easily and efficiently implemented, and provides supervisors with integrated tools for managing, reporting and forecasting contact center performance. 