Contact Centre

Contact Centre

A hosted contact centre serves as a single point of contact for customer interaction, with a team readily available to enhance service delivery. A modern-day contact centre solution can maximize agent productivity by providing a single interface to handle interactions across all channels, creating an omnichannel experience for customers.

This also provides a powerful toolbox of applications to transform dated, voice-only call centers into a multi-channel experience. Those experiences empower customers to engage with you on their terms while optimizing your workforce.

 

A Great Way to Connect with your Customer

Today’s customers have expectations to be able to seamlessly move between phone, email, SMS, web chat, social media and in-person communications.

Traditional voice communications are still an important way to connect but for a Contact Centre, the abilty co combine these multiple channels of communication into a single channel, an “omnichannel” is becoming more vital for quality customer experience.

Giving customers the flexibility to engage with you on their preferred media is crucial to retaining existing customers and attracting new ones. At the end of the day, customers want their journey to feel personal, and an omnichannel customer experience provides that.

The Mitel system offers one powerful, easy-to-use platform that simplifies design, administration and usability, offering robust voice access, but also multi-channel options such as chat email and so on.

Use Cases

Customer Satisfaction

A strong contact centre is among the beneficial solutions to keeping a customer satisfied. Agents can nurture profitable customer relationships by phone, chat and email. Quality support can ultimately influence how your customer perceives your brand and, in turn, help retain loyalty.

Customer – Agent Interaction

When a customer has a problem, they should not have to jump hoops to find a solution. A good contact centre solution not only offers easy accessibility to customer support agents but also provides a more personalised approach. Such features make customer-agent interaction more effective, increasing the likelihood that customers have their issues resolved quicker.

 

Contact Center Features

All-in-one simplicity

Fewer tools, all-connected, easy to use, standard & customized CRM integrations

Resiliency

Our call center redundancy solution enables communication in the event that primary servers experience a failure. This is to ensure we you still deliver an exceptional customer experience 24/7.

Real-Time Actionable Reporting

Standard and custom historical reporting tools that provide real-time statistical information concerning contact center activities. Effective reporting ensures your contact center runs at optimal efficiency.

Omnichannel

Supports Voice, Chat, SMS, Email, Fax, Social Media, and third party media

Business Integration Tools

We can integrate your contact center with your existing Customer Relationship Management (CRM) databases to further improve customer service.

Workforce Management

Data-driven skills-based routing improves customer service levels and assists in adjusting staffing and anticipating needs.

Mobile Agent

The Mobile Agent application is a web app targeted at Phone Agents. Using this application, agents can log on to the extension number of their choice, view their complete status, switch to Ready or Not Ready (with or without reason) and monitor essential real-time data on Service Groups they are configured to serve.

Real-time callbacks

Scheduled and real-time callbacks

Product Overview

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