MiContact Center Outbound is a preview, progressive, power, and predictive outbound dialing solution that includes highly integrated Customer Relationship Management (CRM), campaigning, and agent scripting capabilities.

With MiContact Center Outbound businesses can drive agent productivity and quality customer experiences through automated outbound dialing, CRM tools to facilitate first contact resolution, and scripting capabilities to ensure business process compliance. It also enables businesses to increase revenues and control operating costs, through outbound solutions to help drive lead generation, help increase sales conversion rates, and keep agents busy with outbound and multimedia interactions. Finally, MiContact Center Outbound simplifies IT management, through a variety of visual programming interfaces that make complex dialing, scripting, and campaigning problem sets simple for contact center personnel.

Automated Outbound Dialing

By presenting, and automatically connecting, agents to outbound calls, you can optimize agent productivity, streamline the agent experience, and reduce the costs of operating your contact center. This type of proactive customer contact can also reduce costs outside of the contact center, for example, by reducing the likelihood of missed appointments or missed payments.

Mitel’s MiContact Center Outbound solution includes support for the four main outbound dialing models: Preview, Progressive, Power, and Predictive.

• Preview— prompts agents not actively handling calls to view available customer information and decide whether to place a call or not using a click-to-dial manner.
• Progressive—expands on this functionality by automatically making outbound calls and screen popping them on the agent desktop after an agent is idle for a configurable period of time.
• Power—further automates the outbound dialing process by automatically delivering a connected call and screen pop to the agent desktop as agents become free.
• Predictive— the most productive form of dialing automation, as it proactively makes outbound calls based on when agents are predicted to complete active transactions. This ensures that the system connects to live customers as soon as an agent has finished with the previous customer.

Unlike other outbound dialing solutions, the MiContact Center Outbound dialer is “script aware” and takes an agent’s progress and placement in an outbound script into consideration when calculating predictive dialing algorithms. This allows our predictive dialer to maintain high levels of performance when the size of the contact center team working from the list is small (under ten agents).

Campaign Configuration and Administration

MiContact Center Outbound offers a unique visual environment at every step of the contact center process, from the development of outbound campaigns, to agent scripting, to the unified agent desktop. All CRM, outbound dialer, scripting, and call strategy and recycling capabilities are tightly integrated with each other. This makes using our solution quick and easily to learn, deploy, and use. MiContact Center Outbound offers visual interaction design for CRM definitions, data import and export, report creation, list manipulation, team management, call strategy definitions, data segmentation and call scripting. These visual user interfaces allow the creation and deployment of an average outbound dialing campaign to be completed within hours.

Agent Scripting

The majority of CRM systems on the market do not provide agents with call scripting tools, and if they do, it is simply as a secondary function. MiContact Center Outbound takes a very different approach. We believe that the most important part of the customer experience is the journey between “hello” and “goodbye” and our CRM is there to support call scripting through this process and assist agents in guiding customers from the start to the end of an interaction. And this doesn’t mean that agents turn into robots and simply recite scripts as they are prompted on their desktops; this just means that agents have the tools they need to easily follow business processes and ensure successful customer interactions each and every time. This increases first-contact resolution rates, reduces interaction handling times, and frees agents from the necessity to memorize processes, systems, and data.

Live Person Detection

MiContact Center Outbound also includes a Live Person Detection (LPD) solution. Our unique LPD solution overcomes the challenge of accurate Answering Machine Detection (AMD) in automated dialing systems. Over the past few years, the difficulties associated with correctly identifying automated devices and the silent calls associated with these unacceptable levels of misidentification have caused regulatory bodies around the world to severely restrict the use of AMD techniques, to the point where they have been all but banned from use. The MiContact Center Outbound LPD solution does away with the initial pause (typically 2 seconds) associated with AMD technologies, which often causes the called party to hang up before a live agent can identify themselves. Our solution is also unique in that it works independently of the answering device, and is equally able to remove calls to answering phones, mobile voicemail, and network services.

Sophisticated Contact Center Features

MiContact Center Outbound is an end-to-end solution for businesses with outbound requirements, offering the following features and functionality from a visual, easy to use user interface:

• Outbound dialing: power, preview, progressive, and predictive
• Live Person Detection
• Campaign management
• Call management
• Agent scripting
• Inbound, outbound, and blended call routing
• Regulatory compliance
• Call pacing
• Agent productivity tools
• Historical and real-time reporting
• Dynamic, interactive agent and call controls
• Multi-channel support (email and SMS)
• Call recording integration (with OAISYS Tracer)
• Active Directory integration
• PCI compliance
• Support for resilient, scalable, and virtualized network
• Unified agent desktop experience with third-party integrations (Web Services, EXE, and CRM, Dialer, Monitor, and List Selection APIs)