Mitel Contact Center Enterprise Edition

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