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MiCONTACT CENTER BUSINESS FOR REMOTE WORKERS
Key Benefits
• Work from anywhere on your preferred device
• Handle customer phone, email, chat, SMS, and social
interactions from a single interface
• Take customer calls withan easy-to-use softphone
• Collaborate with colleagues instantly
• Supervise your agents as if you were in the physical contact
center
• Manage your contact center operations from any remote
location
Mitel’s MiContact Center Business effortlessly extends your
contact center operations to remote locations at any time.
Keep your contact center staff productive fromanywhere with the
same tools used in the office
Your contact center staff need a platformthat allows them to get
work done, regardless of location.
In today’s day and age, there are many scenarios
where workplace flexibility is required. Contact
centers are no longer confined to the traditional
office building. Now, contact center staff can work
from home, in the car, and even from a hotel room.
Mitel’s MiContact Center Business and MiCollab enable
remote contact center staff to do their jobs effectively as
if
they were working in the contact center building.
Agents handle omnichannel customer interactions,
supervisors monitor and coach agents, and managers
seamlessly operate the contact center from any location.
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Key Features
• Omnichannel CX – handle customer phone calls, emails, chats,
SMS, social from anywhere
• Softphone – enjoy the same desktop phone communications
experience from a PC, laptop, or smartphone
• Presence Indicators – always know if your fellow agents and
support staff are available, busy, or out of the office
• Mobility – extend customer communications and team
collaboration capabilities to mobileagents and supervisors
• Web Client – access all the agent and supervisorfeatures from
remote locations using only a webbrowser
• Remote Supervision – see the status of agents, queues, service
levels and callbacks via real-time dashboards and coach agents
remotely
• Integration – extend existing integrations with CRM, ERP, WFM,
QM, Google AI etc. to remote contact center staff
MiCollab ChatInstantly chat with teammates to deliver first
contact resolution
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MiCollab SoftphoneAll the benefits of a business phone directly
from your PC or laptop
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MiCC IgniteHandle omnichannel customer interactions from
anywhere
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4MobileRun Web Ignite from your mobile phone and take incoming
phone calls
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© Copyright 2020, Mitel Networks Corporation. All Rights
Reserved. The Mitel word and logo are trademarks of Mitel Networks
Corporation.
Any reference to third party trademarks are for reference only
and Mitel makes no representation of ownership of these marks.
mitel.com
Mitel’s Ecosystem of Workforce Optimization, Proactive Outbound
and Speech applications easily extend to remote locations.
Mitel Interaction Recording, Quality Management, Coaching and
Learning, Speech Analytics
• Interaction Recording – Securely record agent conversations
and screens while they work from home
• Quality Management – Send QM managers home and ensure the high
quality of customer service that you worked so hard to achieve
MiContact Center Outbound
• Web Client– Manage dialer campaigns remotely using web-based
campaign management capabilities
• Call Scripts – Rapidly deliver and modify visually developed
call scripts directly into the agents’ homes securely and eliminate
the need for training
Mitel Workforce Management
• Meet the needs of both your workforce and customers as
organizations transition to working remotely
• Give employees more shift flexibility to accommodate times
when they’re unable to work due to situations like childcare
• Overtime Requests, Absence Requests, and Self-Scheduling
provide organizations with the needed schedule flexibility to
adjust to remote working
To find out more about Mitel’s suite of contact center solutions
visit:
www.mitel.com/products/applications/contact-center
Mitel Speech Solutions
• Conversational IVR – With call volumes increasing, improve
self-service and reduce agent workload with natural IVR
conversations your customers will use
• Voice Biometrics – Prevent fraud and ensure your callers are
who they say they are with voice authentication security that works
just like in your contact center
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