Mitel’s MiContact Center solution comes with enhancements

Mitel on Tuesday announced three new enhancements to its MiContact Center solution.

Lync multimedia contact solutions that support customers’ choice of communication, from email and web chat to social media interactions is one of the new enhancements.

Second, MiContact Center also comes with Interactive Voice Response (IVR) platform, allowing Mitel and Microsoft customers to optimize their contact centers with self-service options.

Third, new enhancement provides mobility to the contact center supervisor with tablet support for the real-time supervisor client.

The new enhancements are aimed at assisting enterprises to better connect with their customers and deliver personal service experiences.

SalusCare, a not-for-profit mental health and substance abuse service provider in Fort Meyers, Florida, is one of the customers of Mitel. SalusCare runs on the Microsoft IT platform and it uses Microsoft Lync across our seven locations countywide.

“Mitel’s ability to optimize our Lync solution into the contact center for seamless customer service was a key differentiator and has helped us greatly improve our customer experience. The new enhancements to MiContact Center have helped us to increase the number of calls we answer by 12 to 15 percent,” said Shawn Evans, IT Manager at SalusCare.

Mitel is one of three Lync-optimized business phone manufacturers and works with Microsoft to help joint customers achieve their vision for how they deliver customer experiences.

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