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Mitel® Contact Center Enterprise Edition

Mitel® Contact Center Enterprise Edition is ideal for sophisticated contact centers of all sizes; it meets the advanced requirements of small, single-site contact centers, and seamlessly scales to address the needs of distributed, multi-site, virtual contact centers. Designed to ensure business continuity, it is a robust solution that delivers resiliency and high availability. It delivers:

•Extensive custom reporting
•Sophisticated routing and highly customized interactive voice response (IVR)
•Customized integrations for customer relationship management (CRM) and workforce management (WFM)
•Resiliency and high availability
•Support for distributed, multi-site, virtual deployments

Contact Center Enterprise Edition combines robust communications platforms (Mitel 3300 IP Communications Platform), automatic call distribution (ACD) software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server. These include:

Management and Reporting Applications

•Mitel Contact Center Management: Management tools for small to multi-site contact centers
•Mitel Interactive Contact Center and Visual Queue: Dynamic telephone system control in real-time
•Mitel Call Accounting: Call costing
•Mitel Workforce Scheduling: Workforce management, forecasting and monitoring

Media Distribution and Routing Applications

•Automatic Call Distribution
•Mitel Intelligent Queue: IVR, advanced routing and self service
•Mitel Multimedia Contact Center: ACD for e-mail, web chat, fax SMS and walk-in

Supervisor and Agent Productivity Applications

•Mitel Contact Center PhoneSet Manager and Contact Center Softphone
•Mitel Contact Center Screen Pop: CRM screen-pop
•Outbound Dialing: automated dialing
•Remote Agents: agents anywhere

Virtual, Resilient, High Availability Contact Center

Third Party Contact Center Applications

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