Contact Centre

Contact Centre

Transform customer journeys into omni-channel experiences.

Every business has a contact center

Every business has a contact center, whether they know it or not. From small, help-desk contact centers to large-scale, multisite, multimedia contact centers, businesses need contact center solutions that enable remote workers, integrate business processes, control costs, and ensure business continuity. They want solutions that streamline business operations and processes, improve communications, and are self-managed with minimal intervention.

eComms are experts in designing, deploying and supporting Mitel Contact Centre solutions. We can provide small to medium sized and enterprise contact center solutions that integrate with existing infrastructure investments and provide you with the flexibility to add increasingly sophisticated capabilities as your business needs change and grow.

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badge Streamline operations and improve the customer experience.

Improve Your Customer Experience

You have one chance to make a lasting impression. A contact center solution can help you enhance the customer experience from the moment calls reach your Interactive Voice Response (IVR) system to call resolution. With an IVR management system, you can keep callers well-informed with estimated wait time messaging and position in queue updates and efficiently guide them to available resources.

Intuitive desktop productivity tools can help your business integrate phone availability, online presence, agent actions, and screen pops with soft phones so agents can quickly identify customers, message or conference in available product experts, and provide answers in a single transaction.

Finally, with an Automatic Call Distribution (ACD) system for voice and multimedia routing, you can enable customers to contact you in the media of their choice. Supervisors can track and report on multimedia agent, queue, and trunk performance, ultimately optimising business processes and improving the customer experience.

Integrate Business Processes

Businesses also need solutions to integrate and streamline business process and promote efficient communications. With forecasting tools and integrated workforce management tools, supervisors can ensure the right number of skilled agents are available to handle the forecasted call volume and help contact centers optimise resource use and effectively control costs.

badge Record and document every call for compliance and training.

Ensure business continuity

Your customers expect consistent, dependable communications despite accidents or unplanned emergencies that may occur – they need to know they can still reach you, and you need to know you can continue to perform critical business functions.

Ensuring continuity in service and communications requires planning and strategy. It requires a sound communications infrastructure and daily activities that support business requirements for disaster recovery, business resumption, and emergency preparedness.

Mitel’s MiContact Center portfolio of solutions provides businesses with the tools they need to improve the customer experience, integrate business processes, and ensure business continuity.

Protect against compliance and litigation

Companies in virtually every industry are subject to compliance regulations and litigation that can hurt productivity as well as profitability. With MiVoice Call Recording, you can reduce this burden while avoiding unnecessary penalties, fees and damages by automatically recording and documenting every call – producing robust, easily searchable, indisputable, verifiable records.

Contact centre solutions for every business.
Queue management, call tracking, reporting, recordings, and more.