There are 3 different types of contact centre solution for the Mitel 3300 Telephone System. The most basic of these is the Mitel Customer Service Manager which provides entry-level contact centre functionality for informal contact centres. For businesses with more formal contact centre requirements, there are two options - the Mitel Contact Centre Business edition and the Mitel Contact Centre Enterprise edition .
Informal Contact Centre Solution
Mitel Customer Service Manager
Mitel Customer Service Manager provides an entry level solution available only with the Mitel Applications Suite. It allows basic contact centres or workgroups to efficiently monitor, manage and route calls and supports up to 150 agents. It features:
Mitel Customer Service Manager (CSM) Server - This connects the phone system and the computer network using Computer Telephony Integration (CTI). The CSM server monitors the enitre phone system including all calls, internal and external and provides data to other CSM modules for business reporting and team productivity.
Mitel Intelligent Router - This will route both internal and external calls based on information in the database, with rules that are easily customized. The rules are created with a powerful GUI and can be applied to both internal and external calls.
Business reporting tools - It delivers both historical and real time management reporting as well as call recording capability.
Team productivity tools - It provides tools to improve team productivity including call management and screen pops with CRM integration and call control.
Formal Contact Centre Solutions
Mitel Contact Centre Business Edition
This solution is designed for businesses that need to process and measure calls in a formal way. It can support up to 25 agents and is ideal for single site contact centres. The Contact Centre Business Edition provides:
- Consolidated agent and queue management
- Contact centre management tools
- Schedule adherence to ensure that agents are following their schedules
- Real time agent and queue control
- Call accounting
- A browser based IVR (Interactive Voice Response) solution which provides advanced call routing and self service
- Desktop phone and softphones
- Outbound dialling
- Remote agents via MBG (Mitel Border Gateway) teleworker service
Mitel Contact Centre Enterprise Edition
The Mitel Contact Centre Enterprise edition is for businesses with contact centres of all sizes across one or more locations. The Enterprise Edition is ideally for businesses whose contact centre is pivotal to their business, or their call centre is their business. It provides a highly reliable system, advanced integration, extensive reporting and sophisticated routing. Mitel Contact Centre Enterprise Edition meets these demanding call centre inplementations by providing all the features of Contact Centre Business edition as well as the following:
- Extensive custom reporting
- Sophisticated routing and highly customized interactive voice response
- Customized integrations for customer relationship management and workforce management
- Resilliency and high availability
- Support for distributed, multi- site, virtual deployments
|
