Seventh-Generation Mitel Contact Center Solution Includes Mobile Chat



Mitel has released its seventh-generation contact center solution to help businesses simplify how they interact with their customers via popular new contact options. 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. 

"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,” said Todd Simons, director of product solutions, Mitel, in a statement. “MiContactCenter also integrates communication across all channels to deliver a single customer experience.”

In addition to more contact options for customers, MiContactCenter now enables quicker and more immersive service by equipping agents with richer customer information collected from across all media channels. Support for mobile supervisors using real-time management applications can further streamline customer service.

The new release also includes MiContact Center Outbound portfolio, an offering that introduces new preview and predictive dialing capabilities, as well as campaign and agent scripting capabilities. With MiContact Center Outbound, businesses can boost sales, drive lead generation, and keep agents busy with outbound interactions and campaigning capabilities while facilitating first-contact resolution and business process compliance through agent scripting functionality.

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The move is the latest in a flurry of acquisitions to boost Mitel's contact center presence by adding voice recording.

Posted March 07, 2014