MiContact Center Enterprise Edition is ideal for sophisticated contact centers of all sizes. From small, single sites to distributed, multisite, virtual contact centers, it seamlessly scales to address any need. Designed to ensure business continuity, it is a robust, resilient and highly available solution. It delivers extensive custom reporting, sophisticated voice and multimedia workflow routing, highly customized interactive voice response (IVR), and easily customized integrations for customer relationship management (CRM) and workforce management (WFM).

MiContact Center Enterprise Edition combines MiVoice Business, a robust communications platform, and automatic call distribution (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 Enterprise 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 call accounting.

Media Distribution and Routing Applications

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

Supervisor and Agent Productivity Applications

MiContact Center Enterprise 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
• Outbound Dialing and Campaign Management

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 solutions include:

• Customer Relationship 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