Supervisor and Agent Productivity Applications

Mitel® Contact Center Business Edition provides state-of-the-art tools enabling contact center staff to work efficiently and flexibly. From the right phone solutions to seamless integration of remote agents, automated dialing, and CRM integration, Mitel lets you build a contact center that works the way you do.

Mitel Contact Center PhoneSet Manager and Contact Center Softphone

Provide agents with automatic call distribution (ACD) agent functions such as log in, set do not disturb, and busy, while significantly increasing efficiency and productivity and facilitating first contact resolution by avoiding blind transfers and callbacks.

Mitel Contact Center PhoneSet Manager and Contact Center Softphone streamline call handling by enabling employees to use their desktop computers as IP-based phones. Contact Center PhoneSet Manager automates Mitel phone sets from computer desktops. Contact Center Softphone enables agents to use their desktop computer as an IP-based phone. Designed with agent productivity in mind, these applications provide intuitive point-and-click functionality, and save agents time with a configurable user interface, advanced short cut-key functionality, and pre-programmed call forward destinations.

Mitel Contact Center Screen Pop

Keep customers informed and manage expectations. Meet service-level commitments Contact Center Screen Pop displays caller and account information based on incoming call parameters. With Mitel Intelligent Queue-verified collected digits, Contact Center Screen Pop can also display caller-entered digits, such as account numbers - callers avoid the frustration of repeating information, and agents can provide more efficient service. Contact Center Screen Pop works with any data source to launch applications or Web pages when calls arrive. When integrated with a third-party application or Web page, Contact Center Screen Pop can launch database information and forms, putting the information agents need to view or update at their fingertips. The result? Reduced cost and improved service levels.

With Contact Center Screen Pop, you can:

• Identify callers by their name, ANI, DNIS, and by digits they enter, such as account numbers
• Retain caller identification information when calls are transferred between employees
• View a trace report web page that details customer call history for the past week
• Leverage your existing customer relationship management (CRM) database and view records in a CRM database upon call arrival.
• Create a Microsoft® Outlook® contact journal entry

Outbound Dialing

With Outbound Dialing, you can efficiently conduct outbound call center tasks such as marketing campaigns and sales follow-up. Automated calls are delivered directly to agents, maximizing resource utilization. Agents remain productive throughout their shifts, as outbound dialing can fill in low periods in inbound call volume.

Outbound dialing can be configured for either preview or predictive dialing:

• Preview Dialing is ideal when agents need to review information about the contact prior to calling. Preview dialing pulls information from a database about the person to be called and presents it to an available agent before they dial. Preview dialing helps to ensure calls are relevant and saves time on manual dialing.
• Predictive Dialing is ideal for companies with lists of outbound calls to make in mass volumes, without the need to know the specifics about the person to be called. The predictive dialing application ensures calls are made according to campaign goals. Since only live calls are delivered to the agent, you can realize significant efficiency gains and savings.

For information on product and application interoperability, please contact your nearest Mitel office.

Learn More

Mitel Contact Center Solutions Brochure
Contact Center Solutions Feature Matrix (PDF)