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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.
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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.
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Yes. It includes built-in scheduling tools and optional Workforce Management modules for forecasting, adherence tracking and staffing optimisation.
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Yes. Interaction Recording, Quality Management and Speech Analytics are available as add-ons to support compliance, coaching and quality improvement.
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Yes. MiContact Centre Business offers video chat, co-browsing and secure file sharing to replicate in-person support online and improve first-contact resolution.
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The visual drag-and-drop designer allows users to build interaction flows without code, enabling rapid changes to routing, automation and self-service journeys.
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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.
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The platform grows with your organisation — you can add new agents, channels, automation and integrations without needing to re-architect the system.
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MiContact Centre Business provides real-time dashboards, historical reports, queue analytics, sentiment insights (with add-ons) and supervisor alerts for proactive management.
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Yes. With over 20 years as a Mitel partner and experience delivering hundreds of contact centre solutions, Britannic provides full implementation, integration, optimisation and ongoing support.
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