Mitel's IP communications platforms (ICPs) are advanced Automatic Call Distribution (ACD) packages that enable calls to be evenly distributed among the agents in a group, for a cost-effective use of pooled resources and improved customer service.

Mitel Contact Center Management Business Edition is a web-based, single-site contact center management solution that provides historical voice reporting and real-time monitoring for agents and supervisors, regardless of where they are geographically located. Mitel Traffic Analysis, an add-on application to Mitel Contact Center Management Business Edition, provides detailed reporting to help optimize your trunk configuration.

Mitel Interactive Contact Center Business Edition enables dynamic control of agents and queues, scheduled and on-the-fly.

Mitel Intelligent Queue Business Edition is an all-in-one, scalable, web-based integrated, voice processing solution that provides intelligent messaging, voice callbacks, enhanced routing, reporting capabilities, database verification, and screen pops when integrated with Mitel Agent Portal.

Mitel Contact Center Softphone provides complete phone set functionality from your computer desktop with intuitive visual point-and-click access to the advanced call management features of the 3300 IP Communications Platform (ICP). A computer and USB headset deliver voice media to the agent.

Mitel Agent Portal is a screen pop application that co-ordinates the delivery of voice calls and relevant data screens to agent desktops.

Mitel Call Accounting is an add-on application to Mitel Contact Center Management that streamlines communication cost management. Call Accounting tracks and provides reports on your telephone system costs so you can manage your telephone expenses and activity effectively.

The Mitel Teleworker Solution is an optional module that supports remote agents with complete access to voice and data capabilities that colleagues inside a contact center enjoy at the office.