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Increasing call volumes inevitably means callers spend more time in queue, leading to frustration, abandoned calls and lost opportunities. As a result, contact centers need tools that enable them to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the agents best qualified to handle their requests.
Mitel Intelligent Queue Enterprise Edition is an all-in-one, scalable, browser-based voice processing solution for contact centers. Intelligent Queue provides incoming call handling, intelligent messaging (announcements), call detail reporting, music on hold, advanced routing options, database verification, multi-PBX support, Network Monitor alarm integration, G729 compression support and screen pops (screen pops are available when integrated with Mitel Agent Portal). |
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Intelligent Queue Enterprise Edition supports multiple voice ACD systems from one Intelligent Queue server – it can route preferred customers to priority queues, provide advanced digit programming, verify user input, and route based on ANI, DNIS or user-collected digits. Digit verification allows the system to compare collected digits against a data source and then perform an action based on whether or not the digits exist in the database. Actions may include call routing, messaging playback, call re-routing to an interactive tree, or route with screen-pop provided by the available Agent Portal application.
The end result is that Intelligent Queue Enterprise Edition provides contact centers with advanced capabilities that: |