Mitel Contct Centre Business Edition
Automatic Call Distribution
Mitel's IP communications platforms (ICPs) are advanced Automatic Call
Distribution (ACD) packages that enable calls to be evenly distributed
among the agents in a group, for a cost-effective use of pooled resources
and improved customer service.
Mitel Contact Centre Management Business Edition
Mitel Contact Centre Management Business Edition is a web-based, single-site
contact centre management solution that provides historical voice reporting
and real-time monitoring for agents and supervisors, regardless of where
they are geographically located. Mitel Traffic Analysis, an add-on application
to Mitel Contact Centre Management Business Edition, provides detailed
reporting to help optimise your trunk configuration.
Interactive Contact Centre Business Edition
Mitel Interactive Contact Centre Business Edition enables dynamic control
of agents and queues, scheduled and on-the-fly.
Intelligent Queue Business Edition
Mitel Intelligent Queue Business Edition is an all-in-one, scalable, web-based
integrated, voice processing solution that provides intelligent messaging,
voice call-backs, enhanced routing, reporting capabilities, database
verification and screen pops when integrated with Mitel Agent Portal.
Contact Centre PhoneSet Manager and Contact Centre Softphone
Mitel Contact Centre Softphone provides complete phone set functionality
from your computer desktop with intuitive visual point-and-click access
to the advanced call management features of the 3300 IP Communications
Platform (ICP). A computer and USB headset deliver voice media to the
agent.
Agent Portal
Mitel Agent Portal is a screen pop application that co-ordinates the delivery
of voice calls and relevant data screens to agent desktops.
Call Accounting
Mitel Call Accounting is an add-on application to Mitel Contact Centre
Management that streamlines communication cost management. Call Accounting
tracks and provides reports on your telephone system costs so you can
manage your telephone expenses and activity effectively.
Remote Agents
The Mitel Teleworker Solution is an optional module that supports remote
agents with complete access to voice and data capabilities that colleagues
inside a contract centre enjoy in the office.