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.

 

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , HP-UX , AIX , Solaris , Unix , IBM OS/400 , Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

4 Reviews of MiContact Call Center

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  • Juan from Infotrans Caribbean N.V.

    Number of employees: 51-200 employees

    May 2018

    Mitel systems has been gaining a lot of buzz lately.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Peter from GI Consultants

    July 2017

    Upgraded, promised features that no one apparently supports

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    December 2015

    Great Phone System with Many Features

    Ease-of-use
    Quality
    Support
    Value for Money

    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

    Review Source: GetApp
  • Robert from The Laurelwood Group, Inc.

    Number of employees: 11-50 employees

    April 2016

    Ease-of-use
    Quality
    Support
    Value for Money
    Review Source: GetApp
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