Mitel Announces MiContact Centre Upgrades

Mitel has announced enhancements to its MiContact Centre solution to help businesses better connect with their customers and deliver personal service experiences. This includes a native, end-to-end solution for Microsoft Lync that leverages the collaboration tool into the contact center to deliver a simplified, customer-centric experience through email, web chat or social media.

A number of customers are already seeing benefits from the new enhancements, including SalusCare, a not-for-profit mental health and substance abuse service provider in Fort Meyers, Florida.

“SalusCare runs on the Microsoft IT platform and we use Microsoft Lync across our seven locations countywide. Mitel’s ability to optimize our Lync solution into the contact center for seamless customer service was a key differentiator and has helped us greatly improve our customer experience. The new enhancements to MiContact Centre have helped us to increase the number of calls we successfully answer by 12 to 15 percent,” said Shawn Evans, IT Manager at SalusCare. Read Mitel’s blog on SalusCare below.

New enhancements in MiContact Center include Lync multimedia contact solutions that support customers’ choice of communication, from email and web chat to social media interactions. MiContact Centre also includes a robust Interactive Voice Response (IVR) platform, allowing Mitel and Microsoft customers to extend and optimize their contact centers with self-service options. Another enhancement provides mobility to the contact center supervisor with tablet support for the real-time supervisor client.

“Many of our customers have made investments in Microsoft for IT and collaboration. Mitel helps those customers maximize that investment and extend the value with flexible solutions that meet their business needs,” said Chris Courneya, general manager of Mitel Contact Centres. “Based on customer conversations and with the rise in Lync adoption, we continue to build on our robust customer interaction solution so that our customers can take full advantage of their Lync solutions for the contact center. With this latest version, Mitel has what we believe is the strongest contact center solution for businesses using Lync.”

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David Dungay

Editor - Comms Business Magazine