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.

Mitel Connect Contact Center is designed to deliver a rapid return on investment by reducing costs. For instance, agent screen pops with detailed customer information can dramatically reduce interaction time. Agents use a unified desktop client which provides the option of seeing the presence status of experts outside the call center. Through the Mitel Interaction Center agent interface, they can manage multiple voice, chat and email sessions – improving first call resolution and overall agent utilization.

Customizable real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize resources. Plus, advanced call routing based on service levels, skills and priority helps ensure calls go to the right agents, reducing the service time per call.

The Mitel Connect platform is based on open standards, and the Contact Center workflow easily integrates with other enterprise applications to increase the overall value of information, and to deliver business intelligence.

Sales and service organizations that utilize CRM software achieve outstanding results when they add Mitel Connect Advanced Application integrations to their Mitel Connect Contact Center deployment. Salesforce®, NetSuite®, Microsoft Dynamics®, ACT!®, Zendesk®, desk.com® are just some of the application integrations available.

Mitel Connect ECC can be easily integrated with virtually any CRM, trouble ticket or database system to increase agents’ productivity while optimizing the customer experience.

Improve agent productivity by scheduling campaigns to launch at specific times or when there is lighter traffic for incoming calls. Agents can be part of multiple campaigns simultaneously. Automated messages including account information or reminders can also be played to the caller before transferring the calls to a live agent, thus reducing interaction times. Agents can preview customer information through a screen pop so they are better prepared for the call.

Mitel Connect Contact Center has a sophisticated yet simple outbound dialer that can be used for campaigns such as collections, customer follow-throughs or compliance. The Mitel Connect outbound dialer provides a versatile solution to meet the needs of your preview and progressive campaigns. It is an integrated application and does not require additional servers.

A graphical report enables you to easily monitor your campaigns in real time and terminate campaigns with the click of a button. Queue reports give you a detailed view of every agent activity including agents on an outbound call. Threshold alerts allow supervisors to easily monitor agents who are outside their target range.

Optimize your operations by blending inbound and outbound calls. The Mitel Connect Contact Center can automatically ramp up or slow down the campaigns using parameters such as target service levels or inbound calls in queue to optimize customer experience.

Tune your campaigns according to your needs. Easily configure the number of times campaigns reload the data. Manage the number of alternate numbers to call for each customer. Manage and get detailed reports on number of times the dialler attempts to reach a destination.

Manage your dial lists through any database that is ODBC compliant. Use the powerful outbound dialler scripting capability to import information from your database as well as populate data during a campaign to assist you in maintaining and updating the list easily.

Extensive detailed outbound reports enable you to analyze the result of outbound campaigns and measure the success.

Build campaigns that focus on specific business goals with the flexibility to schedule them for different time zones or specific times of day or week.

Agents can be located anywhere and use any device but be on a single campaign.

Filter your outbound calls through your custom “Do Not Call List” that can be loaded for the campaign.