MiContact Center Enterprise
It offers businesses, regardless of size, an innovative platform for interaction and communication that transforms traditional Call Centers into a unique multi-channel communication experience for their customers and partners, who It adapts and develops following the growth rate of the company.
Modern consumers mainly choose digital ways of communication such as email, chat, SMS and social media. Regardless of the channel they choose to collaborate with you, expect that communication will be reliable, service professional and consistent. The choice of multi-point solutions for each type of media introduces unnecessary complexity and leads to inconsistent service.
MiContact Centre Enterprise is designed to provide your customers with consistent, quality experiences in communicating with you independently of the communication channel throughout their service.
Contact Center’s Business
Excellent customer service whatever the method of communication is
Provide consistent, high-quality customer service to all communication methods that customers choose to use (phone, email, SMS text, online chat, and social media).
Flexible deployment options
Enjoy the flexibility of implementing the MiContact Center system on your premises, in a virtualized environment in your data Center, in hybrid customization or in a private cloud environment.
Improve the analysis of the first contact
Agents collaborate instantaneously with their expert colleagues to resolve customer requests in first contact resulting in fewer interaction transfers and customer callbacks.
Agents remain connected and work from anywhere using a smartphone. Supevisors can view real-time dashboards and make layout changes to queues, skills, and priorities on their tablets.
Achieve real business process efficiency with the use of our open APIS and tool sets. Integrate third-party applications such as WFM, CRM, IVR, ERP with ease. The open media API gives priority to routing, queuing, and reporting of any type of third-party media.
Provide low cost self-service
Support your customers by phone, email or web with a Virtual Assistant style interface that provides answers to their most crucial questions.
Scalability and durability
Multi-system implementations in a centralized and durable environment by implementing a network Operation Center (NOC) model for large-scale, dispersed implementations of up to 30,000 concurrent agents.
MiContact Centre Enterprise Features
- Data-Driven Skills-Based Routing
- Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party Media
- Self-Service IVR
- Speech Recognition and Text-to-Speech
- Expected wait time and position in queue announcements and Web display
- Workflow Designer
- Customizable Real-time dashboards
- Standard and custom historical reporting tools
- Preview, power and progressive dialing and campaign management
- Web and in-queue callbacks
- Agent/Supervisor Instant Messaging
- Mobile Agent (smartphone) and Supervisor (tablet)
- Silent monitoring/barge-in
- Built-in Call Recording
- Integrated Quality Monitoring
- Built-in Workforce Scheduling
- Integrated Workforce Management
- Standard and customized CRM integrations via open APIs and toolkit
- Integrated with MiVoice MX-ONE and MiCollab UC