Mitel

Mitel Customer Service Manager

Mitel Customer Service Manager is an entry level contact center solution, available exclusively on the Mitel Applications Suite, a communications solution for small and medium-sized businesses. It enables basic contact centers or workgroups to efficiently monitor, manage, and route calls. It provides real-time business intelligence, including call performance and agent activity reporting, as well as agent productivity tools, including screen pop and PIM integration.

 

Customer Service Manager (CSM) provides;
- Hunt / Ring Group-Based routing and longest idle routing of calls
- CSM Clients, which improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
- CSM Reporter Pro, which delivers both historical and real-time management reporting, as well as call recording capability

 

Mitel Customer Service Manager Overview

 

 

Mitel Contact Centre - Business Edition

Mitel Contact Center Business Edition is designed for single-site contact centers with 25 or fewer agents. This value-packed, out-of-the-box solution offers you a selection of the most frequently used applications from Mitel’s Contact Center portfolio. It delivers;
- Award-winning graphical agent desktop
- Core set of historical and real time reports
- Consolidated agent and queue management
- Rich voice automatic call distribution (ACD) functionality
- Intelligent, advanced call routing options and interactive voice response (IVR)

 

Contact Center Business Edition combines robust communications platforms (Mitel 3300 IP Communications Platform (ICP) and Mitel 5000 Communications Platform), automated 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
- 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
- Third-Party Contact Center Applications

 

 

Mitel Contact Centre Enterprise Solutions

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 Centers
- Third-Party Contact Center Applications

 

 

Mitel Contact Centre Solutions Overview

Mitel Contact Centre Management DataSheet

Mitel Contact Centre Solutions Saleforce.com Integration DataSheet

Mitel Customer Interaction Solutions Feature Matrix