MiContact Center Office

Mitel MiContact Center Office
Is designed for the MiVoice Office platform, is an entry-level solution for contact centers or workgroups with up to 100 agents.

Mitel MiContact Center Office enables you to efficiently monitor, manage, and route calls, with real-time business intelligence, including call performance and agent activity reporting, and also delivers agent productivity tools, including screen pop and PIM integration.

MiContact Center Office provides:

  • Hunt/ring group-based routing and longest idle routing of calls
  • MiContact Center Office Clients to improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
  • MiContact Center Office Reporter Pro to deliver historical and real-time management reporting and call recording capabilities

Optional modules are available to address more advanced requirements:

  • Intelligent Router – provides advanced options such as routing by skills set or look-ahead routing, which changes the route a call takes based on real-time performance indicators.
  • Media Blending – a flexible approach to contact and availability, allowing you to route media such as email, fax, and SMS text (using appropriate gateways) as email to agents, in the same manner as voice calls.

Micontact Center Office Client

Provides tools that enable your team to become more productive and deliver superior customer service. It’s available in two packages:

  • Connection Assistant – allows agents and supervisors to control their telephone extension from their computer and monitor the call status of their colleagues.Automated dialing, enhanced call control, and screen pops through integration with Microsoft Outlook, ACT! by Sage, Telemagic, Maximizer, GoldMine, and Microsoft Access empower agents to perform
  • CallViewer – provides all the features of Connection Assistant and integrates with additional PIM databases. CallViewer also provides enhanced call control with features such DND state control.

MiContact Center Office Real Viewer

Real Viewer is a real-time performance window for the individual agent or team leader in an informal contact center that:

  • Displays real-time call, email, and agent statistics directly on your agent’s screen
  • Allows call center staff to monitor their performance in real-time
  • Provides extensive filter options that allow for customizable statistics
  • Highlights problems as they occur using visual and audible alarms
  • Assists with staff motivation

Mitel MiContact Center Office Reporter Pro

Reporter Pro provides historical and real-time reporting on over 200 filterable statistics, with over 500 real-time graphical displays and over 100 historical reports. It features extensive reporting and supervisory capabilities, including:

  • Hunt / ring group reporting showing activity and performance indicators
  • Agent alarms against wrap-up, free, not available, etc.
  • Forecasting statistics
  • Do not disturb (DND) status reporting
  • Real-time statistics and graphs
  • Supervisory call monitoring and control with controls to answer, transfer, steal, and disconnect employee calls
  • Audible and visible alarm conditions

Auto Reporter extends the functionality of the above package with advanced report scheduling and publishing, real-time statistics, and alarms.

Call Recording

Customer Service Manager also offers integrated call recording to augment the Reporter modules with high-quality call monitoring. Call Recording delivers:

  • Extensive search criteria
  • Cradle-to-grave search and retrieval
  • Ease of call retrieval

For more information of Call Recording

Contact Janet Rudd@ 309-689-8696

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