MiContact Centre Business

MiContact Centre Business is Mitel’s omnichannel contact centre platform designed for businesses that want to manage customer interactions across voice, digital and AI-powered channels from a single unified environment. It enables organisations to deliver consistent, high-quality customer experiences while giving agents and supervisors the tools, insights and automation they need to work efficiently and resolve enquiries faster.

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Why Choose Britannic for MiContact Centre Business

With more than 20 years of experience working with Mitel, and recognition as Mitel’s Innovation Partner of the Year, Britannic is committed to helping organisations get real, lasting value from their contact centre technology. We take the time to understand your customer journeys, your people and the pressures your teams face, then shape MiContact Centre Business so it truly works for your environment. Our approach is collaborative and hands-on, supporting you from deployment through ongoing optimisation so your business can deliver better customer experiences with confidence, clarity and care.

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MiContact Centre Business Features & Capabilities

Omnichannel Customer Engagement

MiContact Centre Business supports voice, email, SMS, web chat, social media, chatbots and WebRTC video, giving customers the freedom to contact you in the way they prefer. All interactions are managed through one platform to deliver a consistent, seamless experience across every channel.

Generative AI for Automation & Agent Support

Integrated GenAI powers virtual assistants that automate routine enquiries and provide real-time guidance to agents during live interactions. The system continually learns from customer behaviour to improve accuracy, efficiency and service quality over time.

Unified Agent & Supervisor Desktop

Agents can handle all interaction types from a single web-based interface or directly inside the CRM, reducing application switching and improving productivity. Supervisors access real-time dashboards and alerts to monitor queues, agent activity and service levels.

Workflow Designer & Skills-Based Routing

A drag-and-drop Workflow Designer allows teams to build and update interaction flows without coding. Skills-based and data-driven routing ensures customers are connected to the most suitable agent quickly and efficiently.

Self-Service IVR with Speech Recognition

The platform includes a speech-enabled IVR that automates common tasks, delivers personalised prompts and provides estimated wait times. This reduces call volumes for agents while improving the customer experience.

Video Chat, CoBrowsing & File Sharing

High-quality video, secure co-browsing and guided screen interactions bring in-person support online. Agents can highlight, annotate and share files to resolve complex enquiries more effectively.

Workforce & Quality Management Tools

Built-in scheduling and optional Workforce Management help ensure the right staffing levels, while interaction recording and quality scoring support coaching and compliance. Speech analytics provides insights to improve service performance.

Advanced Analytics & Reporting

Customisable dashboards and reports give supervisors a clear view of performance trends, demand patterns and service levels. Real-time and historical insights support smarter decision-making and operational planning.

Flexible Integrations & Extensibility

REST APIs and integration toolkits allow seamless connection with CRM systems, databases and business applications. Additional channels such as WhatsApp, video and IoT event triggers can be incorporated as workflows evolve. 

Find Out More On Mitel’s Omnichannel Customer Experience Management Platform

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Business Benefits of MiContact Centre Business
  • Improves customer satisfaction by providing consistent, high-quality experiences across voice, digital and AI-powered channels.
  • Reduces handling times by giving agents a single interface for all interactions, minimising switching between tools.
  • Increases first-contact resolution through intelligent, skills-based routing that connects customers with the right advisor faster.
  • Enhances operational efficiency by automating routine enquiries with GenAI virtual assistants and self-service workflows.
  • Strengthens team performance with real-time dashboards, supervisor monitoring and actionable insights from analytics.
  • Supports scalable growth by allowing businesses to add new channels, agents and workflows without major system changes.
  • Lowers IT overhead through a centralised admin interface and no-code workflow tools that reduce reliance on technical teams.
  • Improves compliance and service quality with optional interaction recording, quality management and speech analytics.
  • Accelerates digital transformation by integrating seamlessly with CRMs, APIs and business applications.
  • Enables more flexible workforce planning with built-in scheduling tools and optional Workforce Management capabilities.
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Hosting Options to Support Your Mitel Environment

Copy: Looking to strengthen your MiContact Centre Business setup? You can host your Mitel systems in Britannic’s Private Cloud for Mitel, giving you a secure, high-availability foundation designed specifically for Mitel environments.

With 99.999% uptime, UK datacentres and carrier-grade resilience, it provides a stable, modern platform that keeps your contact centre running smoothly and ready to scale as your business grows.

Discover More About Britannic’s Private Cloud For Mitel
Mitel MiContact Centre Business FAQ's
Contact Us About Mitel MiContact Centre

If you’re looking to improve how you engage with your customers, contacting Britannic about a MiContact Centre Business solution is a great next step, as it gives you a flexible, scalable platform with expert support to help your team deliver a better customer experience.

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