Mitel MiContact Center Revamp Includes Microsoft Lync Multimedia Contact Solutions

Mitel has enhanced its MiContact Center solution, adding a native, end-to-end solution for Microsoft Lync that leverages the collaboration tool into the contact center to deliver a simplified, customer-centric experience through email, Web chat or social media.

The MiContact Center addition of Lync multimedia contact solutions support customers’ choices of communication, from email and Web chat to social media interactions. MiContact Center also includes a robust IVR platform, allowing Mitel and Microsoft customers to extend and optimize their contact centers with self-service options. Another new feature provides mobility to the contact center supervisor with tablet support for the real-time supervisor client.

MiContact Center is built natively on Microsoft Lync Server call control software and Lync desktop client to provide the most seamless solution for the contact center. Mitel is also one of only three Lync-optimized business phone manufacturers and works closely with Microsoft to help our joint customers achieve their vision for how they deliver customer experiences. Mitel’s Microsoft Lync portfolio is rounded out with the new MiVoice InAttend, a comprehensive solution for operators, and an array of SIP-DECT wireless phones.

“Many of our customers have made investments in Microsoft for IT and collaboration,” said Chris Courneya, general manager of Mitel Contact Centers, in a statement. “Mitel helps those customers maximize that investment and extend the value with flexible solutions that meet their business needs. Based on customer conversations and with the rise in Lync adoption, we continue to build on our robust customer interaction solution so that our customers can take full advantage of their Lync solutions for the contact center.”