MiContact Center Workgroup Edition is an entry-level solution for contact centers or workgroups with up to 200 agents. It offers contact centers general business reporting capabilities, historical reporting, real-time monitoring, client desktops and advanced IVR functionality.

All-In-One Solution
MiContact Center Workgroup Edition is a software-based solution built on a single stream, providing seamless upgrade capabilities with MiContact Center Business or Enterprise Edition to support your contact center as it grows in sophistication.

Differentiate Your Business through Customer Service
Having a customer-centric approach is not just for large businesses. The loss of just a few customers can have a major impact on small businesses. Delivering first-rate service is proven to improve revenues and create repeat business. Workgroup edition helps you improve your customer service by scheduling your most skilled agents’ at the most optimal times to ensure customer issues are addressed and resolved in a timely manner.

Optimize Your Contact Center Operations
Controlling cost in your contact center is no easy task. With MiContact Center Workgroup Edition entry-level contact centers have the solution they need to route calls to the proper agent, ensure compliance and gain the insight they need to run an efficient contact center.

Quickly Add Users
Quickly add the licenses you need to scale with the growth of your business.

Functionality

• Agent Hotdesking
• Work at Home Agents
• Silent Whisper / coaching
• Agent forecast and scheduling
• Real-time business reporting (forecasting, compliance, hotdesking)
• More than 12 languages supported

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