Business communications vendor Mitel today announced the launch of MiContact Center Live, a customer care platform delivered as a service via the cloud.
MiContact Center Live provides tools to engage customers and grow business. At present, the service is available in the U.S., with plans to launch in select countries over the next 12 months, said Mitel.
Mitel says MiContact Center Live provides multi-channel support to interact with a business via their preferred method, including WebRTC for real-time chat via the Internet and social media channels such as Facebook and Twitter as well as traditional customer service channels such as phone, email and SMS text messaging.
MiContact Center Live cloud subscription model allows companies to quickly scale, supporting on-going growth and also enabling support for seasonal spikes in business. It virtually eliminates initial upfront investments and ensures that companies have the latest software and tools to provide the best customer service.
The service integrates with CRM software such as salesforce.com and includes tools that enable agents to quickly escalate communications across media channels, based on the customer preference. It also includes outbound capabilities as well as call recording and screen recording for issue resolution and quality control purposes.
MiContact Center Live is built on the contact center platform from LiveOps, a scalable platform that has processed more than one billion minutes of customer interactions and managed operations for the largest US-based contact center, supporting 20,000 home-based independent agents.