MiContact Center Business is designed for single-site contact centers with 50 or fewer agents on the MiVoice Business platform. This value-packed, out-of-the-box solution offers you the most frequently used applications from Mitel’s MiContact Center Enterprise Edition, including:

• 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
• Visual, drag-and-drop workflow design for voice and multimedia routing
• Intelligent, advanced call routing options and interactive voice response (IVR)
• Unified queuing for voice and multi-channel interactions (email, chat, and social media)

MiContact Center Business Edition combines a robust communications platform, MiVoice Business,and ACD software that resides on the communications platform, with a modular suite of feature-rich, web-based applications that reside on the enterprise server. These include:

Management and Reporting Applications

MiContact Center Business Edition provides a rich tool-set for business and operational insight into your contact center’s performance, including historical reporting and management tools, real-time status, and cost accounting.

Media Distribution and Routing Applications

Build a modern and reliable contact center environment with tools that seamlessly integrate traditional ACD with sophisticated voice and multimedia workflows and multiple contact points, such as voice, email, chat, and social media.

Supervisor and Agent Productivity Applications

MiContact Center Business Edition provides state-of-the-art tools enabling contact center staff to work efficiently and flexibly. From the right phone solutions to seamless integration for remote agents and CRM integration, Mitel lets you build a contact center that works the way you do.

Mitel Portfolio Integrations
MiContact Center solutions integrate across the portfolio to extend the capabilities of the contact center. These integrations include:

• Workforce Management
• Quality Monitoring and Call Recording

Third-Party Contact Center Applications
Mitel has partnered with several third-party companies that provide complementary applications to MiContact Center solutions, ensuring you have easy access to pre-integrated, best-in-class solutions.
These include:

• Customer Relationship Management
• Workforce Management
• Quality Monitoring and Call Recording
• Outbound Dialing and Campaign Management
• Presence and Chat Engines
• Social Media Monitoring

MiContact Center End-User Training (US and Canada Only)

Mitel offers training courses for technicians, system engineers, system administrators, and end users of our MiContact Center product portfolio. Each course provides a consistent, high quality experience and delivers the depth of knowledge required to increase productivity and return on investment. To meet your business needs, we provide:

• Flexible scheduling options
• On-site leader led instruction
• Virtual classrooms
• MiContact Center Learning Management System