Call Center Solution

Call Center Solution

Mitel Automatic Call Distribution

Mitel Enterprise And Small Business Automatic Call Distribution
As a contact center manager, customer service-level commitments are critical to achieving enterprise goals. Meeting those commitments is your daily, hourly and even minute-by-minute challenge. Achieving those goals means ensuring the equal distribution of incoming calls to the most appropriate group of agents based on the type of information or service required.

Mitel® Automatic Call Distribution is an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise and small business communications platforms, providing the capabilities for:

• Routing calls to the most appropriate group(s)
• Queuing and prioritization of callers
• Distributing calls fairly within a group – longest idle or highest skilled
• Automatically re-routing or expanding the availability of agents based on current queue conditions
• Networking multiple contact centers together
• In queue messaging
• Controlling after hours service

Mitel Automatic Call Distribution delivers the power and performance required in the most demanding contact center environments by providing:

• Cost-effective use of pooled resources
• Improved customer service by delivering consistent process and service
• Call distribution based on the caller's need
• Even distribution of the workload
• Reduction in communication costs

Mitel 6140 Agent Portal

Efficient call handling is a primary objective of any contact center operation. But if your agents have to take time to search for and retrieve information required to handle the call, efficiency is impaired. For maximum call handling performance, your agents need to have information about the caller or the caller's need, the moment they answer the call.

Mitel® 6140 Agent Portal is a screen pop application that coordinates the delivery of the voice call and data screen to the agent's desktop. It provides contact center agents who need to identify the callers need prior to taking the call with the appropriate information or application on their desktop as they answer. The 6140 Agent Portal:

• Saves seconds of network time and people time on every call
• Allows the agent to start servicing the caller immediately upon call arrival
• Immediately equips the agent with the information they need - customer records, product information, troubleshooting scripts and more - to handle the call efficiently

Mitel 6150 Multimedia Contact Center

Today's contact center customers want to contact you in the medium of their choice - voice, email, web chat, or fax - and expect you to be just as responsive in these media as you are on the phone.  As a result, you need a solution that allows you to efficiently integrate and maintain service levels across all contact types, and monitor and report on them.

The Mitel® 6150 Multimedia Contact Center offering integrates with Mitel 6110 Contact Center Management, Microsoft® Exchange 2000+ and Microsoft Office 2000+® to provide:

• Automated routing of emails / web chats and faxes to the longest idle agent
• Real-time monitoring of all multimedia agents and queues
• Historical reporting of all media types
• Agent forecasting for all media types

6150 Multimedia Contact Center transforms your operation into a fully multimedia enabled contact center that can:

• Efficiently deliver service to customers in the media of their choice
• Maintain service levels across all contacts, ensuring all customer inquiries are addressed in a timely manner
• Capture more detailed customer information than is possible during voice communications
• Assist customers in completing online transactions, information queries or other web-based experiences with web chat
• Protect against liability and customer claims with accurate tracking and reporting on all contact types

Mitel 6160 Intelligent Queue

Increasing call volumes inevitably means callers spend more time in queue, leading to frustration, abandoned calls and lost opportunities. As a result, you need tools that enable you to intelligently handle and retain callers in queue, provide them with flexible alternatives to waiting in queue, and send them to the
agent(s) best qualified to handle their requests.

Mitel® 6160 Intelligent Queue is an all-in-one, scalable (supports four to 96 ports), browser-based recorded announcement solution for contact centers. It enables supervisors and managers to rapidly and intuitively:

• Create and serve static and custom recorded announcements to callers in queue
• Provide callers with expected wait time or position inqueue messaging
• Provide callers with time of day / day of week / day of year or queue-conditional messaging
• Guide callers to the information, extension or ACD path that best meets their needs
• Allow customers to request a queued callback via the web or voice mail
• Route calls based on the number they are calling from (ANI / CLI), time of day, or current queue conditions
• Report on the 6160 Intelligent Queue activity

6160 Intelligent Queue provides contact centers with advanced capabilities that:

• Keep customers informed
• Manage caller expectations for a more positive experience
• Match callers with the most appropriate agent group based on a range of factors
• Provide callers with flexible contact alternatives to waiting in queue
• Meet service level commitments
• Understand call flows from the customers perspective

MiService Solutions

Custom Development for Contact Centers

The award-winning Mitel® 6100 Contact Center Solutions portfolio provides comprehensive, readily deployable, and cost effective tools for supporting contact center operations and multimedia customer / agent contacts. However, it doesn't stop there. If your contact center requires custom applications to support the specialized requirements of your operations or customers, the 6100 Contact Center Solutions portfolio also includes Mitel MiService Solutions Custom Development to meet your specific needs.

The Mitel MiService Solutions Custom Development team has made contact centers an area of specialization and focus, delivering customized Interactive Voice Response (IVR) applications, outbound dialing applications, and Customer Relationship Management (CRM) integration services. Contact centers can also call upon MiService Solutions for a broad range of packaged, modular planning, development, implementation and support services to help them get and keep their operation functioning to its fullest potential.

For details or to purchase, please contact your Mitel Solution Provider

Remote Agents

Benefiting Remote Agents with the Mitel Teleworker Solution

Imagine if you could efficiently extend the full voice and data capabilities enjoyed by agents in your contact center to agents working at home or remotely. You could grow your contact center beyond the limits of its current facilities without increasing overhead – or eliminate the physical center altogether. You could offer agents the option of working at home without the need, expense or hassle of a daily commute. You could recruit new agents from outside your geographic area of operation without requiring them to relocate. And you could retain the services of skilled agents who move away from your operation due to relocation. Imagine all that and you begin to get a very real picture of the benefits your operation / agents could enjoy with the Mitel Teleworker Solution.

Mitel Teleworker Solution is an IP-based solution that supports remote agents with complete access to the voice and data capabilities enjoyed by their colleagues inside the contact center.  All a remote agent needs to be a fully integrated member of the contact center team is a Mitel IP Phone, a PC, a home router and a high speed Internet connection.

A simple plug-and-work solution, the agent merely plugs the IP Phone to their home router, which is in front of their high-speed connection, attach their PC into the phone, launch the PC-based VPN client, and the system does all the rest – establishing a secure connection over the Internet back to the contact center.

Small Business Solution

As a small business owner, partner or manager, your contributions have a direct impact on your company's bottom line; the business "is" because of you. Through hard work and passion, you have built your business from the ground up, and are determined to see it continue to succeed.

It's time to grow. Attracting and retaining customers while maintaining a steady cash flow is critical.  You're a small organization, yet you need to appear bigger to attract much larger and more lucrative business contracts. Can you take your business to the next level without overextending? How will you ensure that the investments made now will serve your business for many years? It's questions like these that make you realize you need help.

Wondering if your current IT investment can help you as your business evolves?  Then you've come to the right place.

Mitel understands the unique needs of companies like yours.  It's with these needs in mind that we've created a suite of communications solutions made specifically for small business. These are just some of the possibilities:

• Handle incoming calls as professionally as larger organizations at a low cost – while sustaining individual client relationships as only a small business can
• Preserve cash flow by utilizing a single solution for your communications needs. Save on long distance, PSTN and cellular network charges, and focus returns on business needs
• Remove barriers that block cash flow - resolve customer issues by reaching key colleagues easily and process orders more quickly without increasing payroll
• Attract and retain customers by extending personal touch opportunities – one number that follows key personnel wherever they go – wherever they are located
• Extend working hours through teleworking to ensure customers can always reach help, without needing to pay to keep the office open

Interested in exploring possibilities for your business?  Look to Mitel, your trusted partner for IP Communications.

For more Information click here...