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.