MiContact Center Enterprise

MiContact Center Enterprise handles voice, email, web chat, SMS, Facebook, Twitter, and other social media channels through a single agent desktop. Every interaction is routed through a common skills based engine so agents manage all channels without switching tools.

MiContact Center Enterprise supports up to 30,000 concurrent networked agents across distributed sites. Multiple contact center locations can be connected on a single networked platform with centralized reporting, real time dashboards, and consistent routing rules.

MiContact Center Enterprise offers four outbound dialing modes. Predictive dialing maximizes agent talk time by forecasting answer rates, Progressive delivers one call per agent at a time, Power initiates a fixed ratio of calls per agent, and Preview lets agents review a record before dialing.

MiContact Center Enterprise integrates with Mitel Workforce Optimization for automated scheduling, forecasting, call and screen recording, quality monitoring scorecards, speech analytics across 100% of interactions, and e learning workflows for coaching and skills development.

MiContact Center Enterprise is widely deployed in financial services, healthcare, government agencies, retail and e-commerce businesses, and business process outsourcing operations. Its compliance recording, skills based routing, and 400-plus historical reports make it particularly valuable for regulated industries.