Optimizing the customer experience in an Internet world means arming customer support and sales agents with the tools they need to answer questions by any media; phone, email, instant message (IM) or other methods. It also means having the information they need to answer account questions or take advantage of upsell opportunities right at their fingertips.
Many organizations still rely on separate communication and messaging systems to support customer service. These systems can be difficult to integrate, leading to an unsatisfactory customer experience and duplicate work efforts.
Mitel enables previously stand-alone contact center functions, including ACD, IVR, outbound campaigns, and multimedia routing, to be integrated onto a single, centrally web managed, platform.
Supervisors and agents are connected to the Mitel Connect platform via intuitive user interfaces that provide the tools they need to deliver superior customer service.