MiVoice Business Contact Center

A Business Communications Platform that Grows with You

MiVoice Business A Business Communications Platform that Grows with You

Enhance your customer journeys and keep employees productive and engaged with Mitel’s enterprise-grade, omnichannel customer experience management platform.  An incredibly feature-rich unified communications platform, MiVoice Business delivers the choice and deployment flexibility required for todays businesses.  BTS offers both a traditional CapEx purchase solution and an OpEx subscription model.

Create exceptional experiences for your customers with Mitel’s omnichannel CX solutions featuring interaction routing, self-service IVR, performance analytics, real-time dashboards, and workforce optimization tools. 

Features:

  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
  • Self-Service IVR with Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements
  • Workflow Designer
  • Standard and customizable real-time dashboards and historical reports
  • Web and in-queue callbacks
  • Agent/Supervisor instant messaging
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Silent monitoring / barge-in
  • Interaction Recording, Quality Management, and Speech Analytics Add-ons
  • Integrated Workforce Management
  • Standard & customized CRM integrations via open APIs and toolkit
  • Integrated with MiVoice Business and MiCollab UC

Omnichannel Customer Experience Management

Manage Operations with Ease

Manage Operations with Ease

Successfully manage your omnichannel customer experience center with real-time dashboards, historical reports, and business analytics.  Display contact volume, service level, agent and queue performance metrics on any device, including tablets.

Unified Agent Experience

Empower agents to handle contacts from all media channels including inbound/outbound voice, email, web chat, SMS, and social media from a single agent interface.

Empower agents to handle contacts from all media channels including inbound/outbound voice, email, web chat, SMS, and social media from a single agent interface.
Equipped with preview, power and progressive dialers, MiContact Center Enterprise provides a platform for proactive customer engagement that increases customer loyalty and uncovers new revenue opportunities.

Proactive Customer Engagement

Equipped with preview, power and progressive dialers, MiContact Center Enterprise provides a platform for proactive customer engagement that increases customer loyalty and uncovers new revenue opportunities.

Benefits of MiContact Center 

  • Excellent Customer Service with whatever the contact method
  • Mobile Workforce
  • Flexible Deployment Options

  • Open Architecture

  • Reliability & Scalability
Man with Cell phone working from home on Cloud Contact Center Solution

An enterprise all-in-one customer interaction management platform that transforms dated voice-only call centers into omni-channel customer experience centers. 

All – in – One Simplicity

Everything you need to operate a world class customer experience center including built-in workflow designer, speech IVR, AI-powered chatbots, agent assist, interaction recording, quality management, workforce management, historical reporting, and real-time dashboards.  

Workforce Optimization

Empower your employees with Mitel Workforce Optimization solutions that are proven to improve both the efficiency of your organization and the quality of your customer experience. 

Mitel Workforce Optimization with MiVoice Business

Benefits of Workforce Optimization

Optimize Resources

Remove waste from the system by ensuring that you have the right number of agents with the right skills, in the right place, at the right time.

Elevate the Employee Experience

Empower employees with tools to measure and manage their performance while giving them a mobile app to check their work schedules, view messages, make shift trades, request vacation, state preferences, and add overtime availability.

Improve Performance

Efficiently distribute interactions and work across channels through combined skills and schedule-based routing to boost efficiency and service levels while reducing costs associated with undesired overtime and employee turnover.

Enhance the Customer Experience

By capturing the “voice-of-the-customer” and analyzing interactions, you can spot opportunities to nurture happy, skilled, employees who are motivated to deliver an exceptional customer experience.

Mitigarte Risk

Automatically detect potential cases of fraud, minimize liability risk, and ensure regulatory compliance by documenting client transactions.  Protect agents by giving them the power to record calls at any point during the conversation.  Verify whether calls adhere to regulatory requirements such as MiFID II, Dodd-Frank Act, and PCI DSS

Mitel Interaction Recording is a software application that seamlessly capture, organizes, plays, and shares voice and screen recordings, helping managers

Interaction Recording

Every organization that engages with customers, clients, partners, or suppliers stand to gain from greater insight into interactions that shape their everyday operations.  Mitel Interaction Recording is a software application that seamlessly capture, organizes, plays, and shares voice and screen recordings, helping managers: 

  • Find ways to improve customer experiences
  • Optimize internal operations
  • Identify and share proven sales technique
  • Ensure regulatory compliance

Workforce Management

Fluctuating call volume, expended media types, high turnover, performance gaps, and employee proficiencies are just a few of the obstacles your business encounter on a daily basis.  Mitel Workforce Management (WFM) is a software application that’s engineered to help organizations of all sizes lower costs and gain customer insights while becoming more efficient in day-to day operations.  Put your employees in the right place at the right time in a manner that promotes business growth and provides a more balanced workload, lowers attrition rates and raises schedule adherence. 

Mitel Workforce Management (WFM) is a software application that’s engineered to help organizations of all sizes lower costs and gain customer insights while becoming more efficient in day-to day operations.
Mitel Quality Management on a laptop.

Quality Management

Leverage intelligent monitoring and reporting features for a complete view of customer satisfaction and agent effectiveness that supports quality management:

  • Create unique interaction evaluation templates according to different team focuses and topics.
  • Filter and evaluate customer interactions
  • Analyze evaluations
  • Visualize results
  • Identify coaching opportunities

Features:

  • Full-time or on-demand voice and screen recording
  • Real-time interaction monitoring
  • Compliance recording for MiFID II, Dodd-Frank Act, GDPR, PCI-DSS, etc.
  • Automatic recording categorization
  • Advanced search and replay of recordings with tagging
  • Custom employee evaluations/scorecard template generator
  • Agent self-evaluation

  • Targeted training, coaching, and employee assessments
  • Keyword spotting and transcription
  • Automated fraud detection
  • Forecast across channels including phone, chat, email, SMS, and social media
  • Scheduling down to one-minute intervals
  • Intraday and real-time schedule adherence
  • Performance management dahsboards and scorecards
  • Check work schedules, view messages, trade shifts, request vacations, state preferences, and add overtime availability
  • Integrations with CRM, ERP, data warehouse, etc.

Mitel Contact Center

Whether you have a few call center agents or a thousand omnichannel agents, MiContact Center puts your customers at the center of your business with scalable customer experience solutions, for sales, service, support, and more.  Call today to scheduled a personalized demonstration.