Mitel has released its seventh-generation contact center solution with enhancements designed to help businesses simplify how they interact with their customers. MiContact Center 7.0 includes mobile chat and self-service features as well as outbound capabilities that are designed to boost sales and drive lead generation.
The latest MiContact Center release offers an improved immersive service by equipping agents with richer customer information from all media channels. In addition, mobile supervisors can use real-time management applications to further streamline service. The enhancements also include the MiContact Center Outbound portfolio, featuring new preview and predictive dialing capabilities, along with campaign and agent scripting capabilities.
Commenting in a statement on the latest developments, Todd Simons, director of product solutions at Mitel said, "finding easier ways for businesses to engage customers via their preferred media and devices is a top priority for contact centers, with a growing focus on mobile and self-service features.”
He added, “MiContact Center . . . integrates communication across all channels to deliver a single customer experience. For example, organizations can post contact options on their website along with estimated wait times, empowering customers to decide how they contact the business."
MiContact Center is one of three flagship product lines for Mitel, along with MiVoice and MiCollab.
In other news, Intelisys and IntelePeer have partnered to offering SIP trunking services. Intelisys is a business communications services distributor offering voice, data, access, cable, collaboration, wireless and cloud technology services. The agreement gives Intelisys’ 600-plus partners the ability to resell and deploy IntelePeer CoreCloud SIP trunking services.
IntelePeer provides cloud-based communications services including HD voice, HD video and unified communications for businesses and contact centers, enabling unified communication and collaboration (UCC) solutions from every major vendor with its SIP services and Fluent Federation-as-a-Service.