Mitel Contact Center Enterprise Edition is changing the way contact centers operate. Designed for the highly sophisticated contact center market, Contact Center Enterprise Edition supports all forms of communications including voice, email, web chat, and fax. This scalable, resilient, virtual solution combines robust Mitel IP communications platforms, Automatic Call Distribution (ACD) software, and a modular suite of feature-rich, web-based applications designed to measure and manage contact center performance. With Mitel Contact Center Enterprise Edition, your business can offer customers unparalleled service, while streamlining contact center operations and optimizing agent productivity.

More and more contact centers are becoming the primary interface for customer reach into an organization, whether it is by phone, email, or other methods of contact. Contact centers are transitioning from the role of cost center to profit center, to which a company’s business success and revenue growth is inextricably tied. Enterprises are realizing that providing excellent service involves more than managing call handling times and abandon rates. They require seamless technologies that leverage existing infrastructure investments and deploy reliably over multiple sites with technologies that address opportunities to streamline operations and processes, and improve communications. Mitel Contact Center Enterprise Edition provides solutions that are virtual and resilient, and enable first contact resolution. Solutions that will exceed your expectations.

Contact Center Enterprise Edition is designed for customers who

• Have sophisticated, formal contact centers
• Want agents and supervisors to be able to work from home, the office, and other locations
• Support email, web chat, and / or fax in addition to voice communications
• Comprise multiple sites
• Have more than 25 agents and / or five supervisors
• Want to run comprehensive reports covering all media channels
• View real-time statistics on desktop marquee for agents and supervisors
• Identify and control callers in queue in real time
• Operate in a virtual contact center environment
• Demand a fault tolerant set up
• Employ web call back
• Forecast staffing requirements
• Require agent workforce scheduling

Contact Center Enterprise Edition provides

• Agent and supervisor mobility
• Modular product components
• Industry standard architecture
• Delivers solutions in Microsoft® Excel® and Internet Explorer
• Integration with CRM and eCommerce applications
• A user interface available in multiple languages