mitel contact business solution.pdf

solutionsCustomer Interaction

CONTACT CENTER BUSINESS EDITION

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Mitel Customer Interaction Solutions enables you to enhance customer

service while minimizing contact center costs. It enables businesses to

handle customer inquiries quickly and efficiently, and empowers managers

to improve business processes. This results in greater customer acquisition

and retention, satisfied, more effective agents, profitable relationships

and increased revenue.

MITEL CUSTOMER INTERACTION SOLUTIONS



businesses of all sizesDelivering value to

Use your contact centeras a profit centerMitel Contact Center BusinessEdition is designed for small contactcenters that need a cost-effectivesolution that can grow with them.Contact Center Business Editioncombines robust communicationsplatforms, automatic calldistribution, and a modular suite offeature-rich, web-based applicationsfor streamlining contact centermanagement and resolvingcustomer inquiries from thefirst point of contact. WithContact Center Business Edition,organizations can offer customersunparalleled service whilestreamlining contact centeroperations and enhancingagent productivity.

Improving businessprocesses Contact Center BusinessEdition enables business processimprovement by providinghome-based and remote agentswith complete access to voiceand data capabilities. It providessupervisor mobility, reliablereporting and real-time functionality.By converging voice and datanetworks, and providing costefficiencies, Mitels IP contact centersolution simplifies single-pointconfiguration and administration.

and productivityMitels desktop productivitytools enable agents and supervisorsto make informed decisions andprovide prompt service. Supervisorscan see who is available to answercalls and how queues areperforming. They can instantlychange agent and queue availabilityto adjust to unplanned call volumesand maintain service levels. Mitelscontact center soft phone solutionsignificantly increases call handl ingefficiency by enabling agents tohandle calls using their computers.Agents can perform telephonyactions using fewer steps, reduceerrors in call processing andoptimize the customer experience.

Mitel recognizes that businesses come in all sizes and that their contact center

requirements and capabilities often vary greatly. As part of a two-tiered offering, Customer

Interaction Solutions offers Mitel Contact Center Business Edition designed for individual

contact centers with 25 or fewer agents. This value-packed, out-of-the-box solution offers

you a selection of the most frequently used applications from Mitels contact center portfolio.

Contact Center Business Edition fits the needs of your business, from internal employee help

desks to outward-facing customer service environments.


More and more contact centers are becoming the main interface for customers to reach

into an organization. Companies realize that providing excellent service involves more

than managing call-handling times and abandon rates. They require technologies that

integrate with existing infrastructure investments and deploy reliably. They want a solution

that streamlines business operations and processes, improves communications, and is

self-managed with minimal intervention.




Empower your customersMitels intelligent call processing and smart messagingsolutions empower customers to decide how theywant to be served. Setting customer expectations andproviding self-service options increases the probabilitythat customers will stay on the line and the likelihoodthat they will continue to do business with you inthe future.

Attain greater customer retentionand ongoing business successMitels seamless integration with back office systemsenables you to instantly provide agents with detailedcustomer account information. Prompt and effectivecustomer service results in greater customer satisfactionand loyalty, as well as immediate and ongoingbusiness success.

Resolve customer inquiries fromthe first point of contactMitels ability to unify communications provides agentswith real-time availability and presence at the desktop.Agents can instantly locate, message, or conference inproduct experts to obtain immediate answers. Withcustomer profiling, intelligent contact routing, andenterprise presence Mitel helps agents answercustomer inquires in a single transaction.

Manage your contact centereffectively and efficientlyThe Mitel reporting solution provides historical statisticsthat enable supervisors to see the big picture and thecall-by-call performance of each agent. The Mitel datamining solution enables supervisors to readily searchthrough all call records to find specific data a callersname, a caller who abandoned and to follow a callthroughout the automatic call distribution workflow.

Minimize the cost of your initial investmentand be poised for future growth Mitels contact center solutions reduce the costand complexity of deployment by leveraging yourexisting infrastructure. As your enterprise growsbeyond 25 agents and one location, your investmentis protected: you can scale up to Mitel Contact CenterEnterprise Edition at any time. Contact Center EnterpriseEdition provides sophisticated tools required by large,resilient, virtual contact centers that have a distributedworkforce and provide multimedia communications.With Customer Interaction Solutions, you have a returnon investment that is measurable, sustainable andfuture proof.



Intelligent Evolution

Intelligent Evolution is Mitels approach to developingsimple, cost-effective business communicationssolutions. We enable our customers to efficiently andaffordably take advantage of the latest technologywhile preserving their ability to add users, capabilitiesand applications as their needs and business evolve.

Total SolutionsMitel provides all-in-one solutions that are flexibleenough to combine voice, data conferencing, remoteworking options and much more. We make it possiblefor you to choose exactly what you need to help growyour business.

Anticipated GrowthMitel solutions grow with your business. You can buywhat you need now and add additional functionalityand applications as your company and requirementsevolve. For additional flexibility and ease of migration,our integrated communications platforms supportboth Internet Protocol (IP) phones and traditionalbusiness telephones.

Investment ProtectionMitel communications systems are proven to beextremely manageable, cost effective and feature-rich solutions for business. Flexible and expandable,Mitel solutions provide customers with a simple,rational and affordable path forward, leveraging theirexisting technology investments to deliver ongoing,long-term benefits.

When you choose a communications solution, youre investing for the long term.

At Mitel were committed to protecting the value of your investment.


www.mitel.comTHIS DOCUMENT IS PROVIDED TO YOU FOR INFORMATIONAL PURPOSES ONLY. The information furnished in this document, believed by Mitel to be accurate as of the dateof its publication, is subject to change without notice. Mitel assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as aresult of having made this document available to you or based upon the information it contains.

M MITEL (design) is a registered trademark of Mitel Networks Corporation. All other products and services are the registered trademarks of their respective holders.

Copyright 2008, Mitel Networks Corporation. All Rights Reserved. GD 395_1157 PN 51011273RB-EN

For more information on our worldwide office locations, visit our website at www.mitel.com/offices

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