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.
Juan from Infotrans Caribbean N.V.
Employees number: 51-200 employees
Its has the basics a contact center requires, easy to use and overall the application is very stable.
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
Peter from GI Consultants
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
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
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