FAQs

Yes. Built-in GenAI powers virtual agents, chatbot creation, real-time agent assist, Supervisor AI and speech-enabled IVR for more efficient service and reduced operational effort.

Yes. The platform includes REST APIs and integration toolkits for CRM systems such as Salesforce, Microsoft Dynamics, ServiceNow and bespoke applications. Agents can handle interactions directly within the CRM.

Absolutely. Agents and supervisors can work from anywhere using web-based desktops or mobile devices, with full access to routing, interaction handling and reporting tools.

By unifying all interaction types into one agent desktop, reducing app-switching, enabling AI-powered guidance and providing canned messages, workflow automation and skills-based routing.

Yes. It includes built-in scheduling tools and optional Workforce Management modules for forecasting, adherence tracking and staffing optimisation.

Yes. Interaction Recording, Quality Management and Speech Analytics are available as add-ons to support compliance, coaching and quality improvement.

Yes. MiContact Centre Business offers video chat, co-browsing and secure file sharing to replicate in-person support online and improve first-contact resolution.

The visual drag-and-drop designer allows users to build interaction flows without code, enabling rapid changes to routing, automation and self-service journeys.

Yes. Features such as recording, quality monitoring, audit trails, secure APIs and controlled deployment options make it suitable for industries such as financial services, healthcare and public sector.

The platform grows with your organisation — you can add new agents, channels, automation and integrations without needing to re-architect the system.