Mitel MiContact Call Center is a contact center solution for businesses of all sizes. It caters to various industries, including hospitality, healthcare, government, education and service providers.
The software offers Microsoft Lync-based contact centers, which combine IVR, ACD routing, reporting, monitoring and forecasting. It also offers MiContact Center Live, which takes the whole solution to the cloud.
The outbound contact center included in the package integrates customer relationship management (CRM), campaigning and agent scripting capabilities.
Calls can be configured to meet a certain contact strategy, such as fixing wrap-up time, maximum call back attempts, automated voicemail messages, generating emails to supervisors, moving call data to automatically populate campaigns and set call back priority levels.
The system also provides campaign metrics, team and agent performance, dialer performance and list penetration for KPI analysis. Data can be imported from files, spreadsheets and databases.
I use the Mitel system for our treatment center and it has great functionality for our call center as well as management and supporting staff. We are still new to the system so I haven't unlocked all the features yet, but the system is robust with a lot of room to grow as my company does.
I love the reporting capabilities and the ability to hot swap from my cell to my desk phone while on a call.
Installation for multi-location has been a beast, but may be more related to the contractor than the system
Robert from The Laurelwood Group, Inc.
Employees number: 11-50 employees