MiContact Call Center Software


Mitel MiContact Call Center is a hybrid contact center solution that caters to businesses across various industries such as hospitality, healthcare, government, education and service providers. The solution can be accessed via web browsers and also offers a desktop client to the users.

Mitel offers Microsoft Lync-based contact centers, which combine IVR, ACD routing, reporting, monitoring and forecasting. It also offers MiContact Center Live that allows users to access the solution via internet browsers. 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.

Additionally, the solution provides campaign metrics, team and agent performance, dialer performance and list penetration for key performance indicator analysis.

Support is offered via phone and email.

 



6 Reviews of MiContact Call Center

Overall rating

4.0 / 5 stars

Showing 1 - 6 of 6 reviews

October 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

October 2018

Mitel contact center client

Overall experience was not that bad however, depending on the business you are trying to run this may not be the product for you. Works well in call center professions.

Pros

I liked the ability to see and manipulate calls and call receivers in real time.

Cons

At times this product would freeze or fail until the full upgrade was purchased and installed.

October 2018

Fred from Bridgepoint Technologies

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

October 2018

Great VoIP based contact center

Pros

Contact center is a great resource for our MSP's helpdesk. We get loads of data that helps us improve our helpdesk services and manage the workload

Cons

Many of the features are spread around between different portals and websites. One place for everything would be ideal.

May 2018

Juan from Infotrans Caribbean N.V.

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

May 2018

Mitel systems has been gaining a lot of buzz lately.

Pros

Its has the basics a contact center requires, easy to use and overall the application is very stable.

Cons

for most small to medium contact centers it should be enough,but to compete with the top 5 brands it would need more feature rich dialer

July 2017

Peter from GI Consultants

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

July 2017

Upgraded, promised features that no one apparently supports

Pros

Nice GUI and features that are available are great once we get them working. I liked the ability to store customizations server side so they were with me no matter the machine i signed on

Cons

The support. It was difficult to find the right person to help with specific problems. Mobile client setup is far more complicated than it needs to be IMO

December 2015

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

December 2015

Great Phone System with Many Features

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.

Pros

I love the reporting capabilities and the ability to hot swap from my cell to my desk phone while on a call.

Cons

Installation for multi-location has been a beast, but may be more related to the contractor than the system

April 2016

Robert from The Laurelwood Group, Inc.

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

April 2016