MiContact Center ระบบโทรศัพท์สำหรับคอลเซ็นต์เตอร์
Agent and Supervisors can stay connected from anywhere using their smartphone or tablet
KEY BENEFITS
ALL-IN-ONE-SIMPLICITY
Everything you need to operate a world class customer experience center including built-in Workflow Designer, Speech IVR, AI-powered Chatbots and Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards.
DESIGN WITH EASE
Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.
EFFORTLESS ADMINISTRATION
Provision and manage users from all business units through the administration interface, reducing deployment time from days to minutes, without the need for IT involvement.
IMPROVE FIRST CONTACT RESOLUTION
Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.
INCREASE PRODUCTIVITY
Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.
INFINITE EXTENSIBILITY
Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.
MICONTACT CENTER FEATURES
- Data-Driven Skills-Based Routing
- Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
- Self-Service IVR
- Speech Recognition and Text-to-Speech
- Expected wait time and position in queue announcements and web display
Workflow Designer
- Customizable real-time dashboards
- Standard and custom historical reporting tools
- Preview, power and progressive dialing and campaign management
- Web and in-queue callbacks
- Agent/Supervisor instant messaging
- Mobile Agent (smartphone) and Supervisor (tablet)
- Silent monitoring / barge-in
- Built-in Call Recording
- Integrated Quality Monitoring
- Built-in Workforce Scheduling
- Integrated Workforce Management
- Standard & customized CRM integrations via open APIs and toolkit
Mitel MiVoice Business
Cost effective call manager with integrated hospitality features
- Easy provisioning, modular and scalable
- Targeting hotels and care homes with 80 to 5000 rooms
- Integrated Property Management System interface
- Embedded voicemail, auto attendant, recorded announcements and music on hold
Flexible deployment
- Mitel proprietary, industry standard server or virtualized
- Distributed, centralised or hosted
- Combine traditional and IP telephony
- Integrate fixed, wireless and mobile devices
- Option to deploy IP telephony over traditional cabling
- Analogue, digital or IP public network access
- Lower cost hospitality licencing and software support
- Proven integration
- With common Property Management Systems
Key Benefits:
- Single Enterprise Identity
- Dynamic Extension
- Single Number Reach
- Hot Desking
- Teleworker
- Flexible Deployment
- Auto-Attendant
- Flexible Day/Night Mode
- Call Routing
- Unified Messaging
- Flexible Music On Hold
- Enhanced Call Screening
- Embedded Meet Me Conferencing