FAQs

MiContact Centre Business is Mitel’s omnichannel contact centre platform that helps organisations manage customer interactions across voice, digital channels and AI-powered automation from a single interface.

MiContact Centre Business supports on-premise, private cloud and hybrid deployments, giving organisations flexibility based on their IT strategy, data requirements and existing Mitel environment.

It supports voice, email, SMS, web chat, social messaging, chatbots, IVR, video chat, co-browsing, file sharing and third-party digital channels such as WhatsApp or IoT-triggered events.

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.