Mitel ACD & Contact Centres

Business people have learned that great customer service is absolutely essential to sustaining and growing market share. In recent years, the importance of Call Centres has increased exponentially in the customer care industry. Today Call Centres provide sales, customer support, technical help and much more. The mediums being used for customer service are as varied in nature (phone, fax, e-mail, web, kiosk etc.) as the industries and sectors they serve (government, retail, utilities etc.).

Businesses come in all sizes and their contact centre requirements and capabilities vary greatly. This is why Mitel developed its Mitel Customer Interactions Solutions set. A highly flexible, two-tiered offering, the set is comprised of Contact Centre Enterprise Edition which is for highly sophisticated large scale contact centres and Contact Centre Business Edition for individual contact centres that have 25 or less agents.
These contact centre offerings provide organisations of any size with the flexibility to implement contact centre solutions for their unique service requirements and provide a sophisticated, cost-effective competitive advantage for today and tomorrow.

Some of the Customer Interaction Solutions applications are well-suited to both types of contact centres. Contact Centre Enterprise Edition provides support for large contact centres and additional features required of sophisticated contact centres. Britannic is renowned for their pioneering work within call centres from the development of the first economically accessible ACD solution (for the SME marketplace), to solutions such as management reporting, CTI (BriTEL) and Intelligent Call Routing solutions which add significant value to the offering from Mitel. The Mitel Contact Centre Management solution provides advanced, browser-based capabilities for:

Historical reporting on all agents and queues over any date and time horizon Viewing the historical events for a particular date, in simulated real time Real-time monitoring of all contact centre activities for queues and agents Forecasting the number of agents required to meet service level goals based on historical data and "what-if" scenarios Sending online messages/broadcasts to agents and supervisors quickly and securely

The Contact Centre Management solution provides contact centres of all sizes with management tools that enable supervisors to: Respond instantly to changing traffic volumes and ensure service levels are maintained Ensure agents adhere to their shifts and meet performance standards while on the job Capture detailed and accurate information on queue and agent performance and readily share this information with others in their organisation Accurately forecast the agents required to meet future traffic volumes Coach and motivate agents to optimise service and develop new skills Easily configure the database and control user access to applications devices Contact Centre Business Edition