Mitel MiContact Center Office
Mitel® MiContact Center Office (formerly Mitel Customer Service Manager (CSM)) is an entry level contact center solution for basic contact centers or workgroups with up to 100 agents. It enables you to efficiently monitor, manage, and route calls, with real-time business intelligence, including call performance and agent activity reporting, and also delivers agent productivity tools, including screen pop and PIM integration.
MiContact Center Office provides:
- Hunt / ring group-based routing and longest idle routing of calls
- MiContact Center Office Clients to improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
- MiContact Center Office Reporter Pro to deliver historical and real-time management reporting and call recording capabilities
Optional modules are available to address more advanced requirements:
- Intelligent Router – provides advanced options such as routing by skills set or look-ahead routing, which changes the route a call takes based on real-time performance indicators.
- Media Blending – a flexible approach to contact and availability, allowing you to route media such as email, fax, and SMS text (using appropriate gateways) as email to agents, in the same manner as voice calls.