Mitel Contact Centre Solutions

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Businesses come in all sizes and contact centre requirements, and capabilities vary greatly.   This is why Mitel developed its Mitel Customer Interaction Solutions set.

A highly flexible, two tiered offering, the set is comprised of Mitel Contact Center Enterprise Edition - for highly sophisticated large scale contact centres, and Mitel Contact Center Business Edition - for contact centres that have 25 or fewer agents.   These contact centre offerings provide organisations of any size with the flexibility to implement contact centre solutions for their unique service requirements and provide a cost effective competitive advantage for today and tomorrow.

Contact Center Enterprise Edition is for contact centres that use a variety of forms of contact (e.g. voice, fax, email, chat) and have multiple sites,   It integrates with new, optional features, including Automatic Call Distribution (ACD), Resiliency, Interactive Visual Queue and Visual Architect.   ACD PhoneSet Manager and ACD Softphone integrate with both Contact Center Enterprise Edition and Business Edition.

Contact Center Business Edition is intended for contact centres with 25 of fewer agents that require an out-of-the-box solution.   It includes historical reporting, real time monitoring and business edition options, such as Interactive Voice Response (IVR) functionality using Intelligent Queue and Computer Telephone Integration (CTI) functionality using Interactive Contact Center.