MiCONTACT CENTER BUSINESS FOR REMOTE WORKERS

Key Benefits

• Work from anywhere on your preferred device

• Handle customer phone, email, chat, SMS, and social interactions from a single interface

• Take customer calls withan easy-to-use softphone

• Collaborate with colleagues instantly

• Supervise your agents as if you were in the physical contact center

• Manage your contact center operations from any remote location

Mitel’s MiContact Center Business effortlessly extends your contact center operations to remote locations at any time.

Keep your contact center staff productive fromanywhere with the same tools used in the office

Your contact center staff need a platformthat allows them to get work done, regardless of location.

In today’s day and age, there are many scenarios

where workplace flexibility is required. Contact

centers are no longer confined to the traditional

office building. Now, contact center staff can work

from home, in the car, and even from a hotel room.

Mitel’s MiContact Center Business and MiCollab enable

remote contact center staff to do their jobs effectively as if

they were working in the contact center building.

Agents handle omnichannel customer interactions,

supervisors monitor and coach agents, and managers

seamlessly operate the contact center from any location.

Key Features

• Omnichannel CX – handle customer phone calls, emails, chats, SMS, social from anywhere

• Softphone – enjoy the same desktop phone communications experience from a PC, laptop, or smartphone

• Presence Indicators – always know if your fellow agents and support staff are available, busy, or out of the office

• Mobility – extend customer communications and team collaboration capabilities to mobileagents and supervisors

• Web Client – access all the agent and supervisorfeatures from remote locations using only a webbrowser

• Remote Supervision – see the status of agents, queues, service levels and callbacks via real-time dashboards and coach agents remotely

• Integration – extend existing integrations with CRM, ERP, WFM, QM, Google AI etc. to remote contact center staff

MiCollab ChatInstantly chat with teammates to deliver first contact resolution

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MiCollab SoftphoneAll the benefits of a business phone directly from your PC or laptop

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MiCC IgniteHandle omnichannel customer interactions from anywhere

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4MobileRun Web Ignite from your mobile phone and take incoming phone calls

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Mitel’s Ecosystem of Workforce Optimization, Proactive Outbound and Speech applications easily extend to remote locations.

Mitel Interaction Recording, Quality Management, Coaching and Learning, Speech Analytics

• Interaction Recording – Securely record agent conversations and screens while they work from home

• Quality Management – Send QM managers home and ensure the high quality of customer service that you worked so hard to achieve

MiContact Center Outbound

• Web Client– Manage dialer campaigns remotely using web-based campaign management capabilities

• Call Scripts – Rapidly deliver and modify visually developed call scripts directly into the agents’ homes securely and eliminate the need for training

Mitel Workforce Management

• Meet the needs of both your workforce and customers as organizations transition to working remotely

• Give employees more shift flexibility to accommodate times when they’re unable to work due to situations like childcare

• Overtime Requests, Absence Requests, and Self-Scheduling provide organizations with the needed schedule flexibility to adjust to remote working

To find out more about Mitel’s suite of contact center solutions visit:

www.mitel.com/products/applications/contact-center

Mitel Speech Solutions

• Conversational IVR – With call volumes increasing, improve self-service and reduce agent workload with natural IVR conversations your customers will use

• Voice Biometrics – Prevent fraud and ensure your callers are who they say they are with voice authentication security that works just like in your contact center

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