MiContact Call Center Software


 

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.

 

MiContact Call Center - Campaign dashboard
 
  • MiContact Call Center - Campaign dashboard
    Campaign dashboard
  • MiContact Call Center - Campaign home
    Campaign home
  • MiContact Call Center - Integration with dynamics
    Integration with dynamics
  • MiContact Call Center - Phone manager
    Phone manager
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

3 Reviews of MiContact Call Center

Showing 1-3 of 3

 

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Peter from GI Consultants

July 2017

July 2017

Upgraded, promised features that no one apparently supports

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Source: Capterra
 


December 2015

December 2015

Great Phone System with Many Features

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

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

Source: GetApp
 

Robert from The Laurelwood Group, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2016

April 2016

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