Mitel Enhances Contact Center Portfolio

Mitel announced a series of enhancements to its MiContact Center portfolio at last week’s Call Center Week conference held in Las Vegas. Mitel intends to use these enhancements to expand its position in the growing contact center market.

Upgrades to Mitel’s MiContact Center include:

• A new release of MiContact Center Solidus, providing multi-language multimedia capability, along with support for multiple email SMTP servers. This release also offers an improved integrated interaction workflow designer, searchable chat/email history and social and enhanced blending for common agent handling of all media types.

• Expanded scalability of MiContact Center Enterprise Edition, replay capability, and multimedia-based customer service support for multimedia agent forecasting and multimedia agent scheduling.

• An expanded contact center partner ecosystem, including a new reseller agreement with global workforce management (WFM) provider Teleopti, adding a suite of scheduling products.

• New features for MiContact Center Outbound that are designed to increase agent productivity. These include three-way conferencing for agents, dynamic calling party number presentation, intelligent time zone scheduling, and call recording integration.

Commenting in a statement on the developments, industry analyst and contact center expert Sheila McGee-Smith said, "The MiContact Center portfolio announcements today are further proof of Mitel's commitment to its three-pronged strategy that includes rapid expansion in the contact center. With consumers rapidly shifting to digital channels for interactions, constant enhancements to multi-channel capabilities are essential, as are workforce optimization tools to manage how agents performing mobile, social and other web-based transactions are scheduled and managed."

Ron Wellard, Chief Products and Solutions Officer, Mitel added, "These shifts create a fantastic opportunity for contact centers to drive a new level of customer engagement and experience to improve satisfaction, loyalty, and spend while lowering operational costs and complexity."

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