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Intuitive Call Centre Solutions

Mitel has an unrivalled range of Contact Centre solutions. But for those new to Mitel it can be difficult to determine which solution goes with which system – let alone which combination is best for your needs.

That’s where Flexnet can help. As Contact Centre specialists, we can not only help you determine which combination of Phone Systems and Contact Centres is appropriate, we use our experience and expertise to tailor a complete solution to your exact needs.

Matching Contact Centres to Phone Systems

Choice of Basic and Premium Services

MiCloud Connect Contact Centre is best suited when voice is the primary communications channel, no matter the organisations size. It overlays the MiVoice Connect PBX providing IVR, queuing, skills based routing and advanced reporting. It also supports basic chat and email.

MiContact Centre Business is Mitel’s premium solution. It’s ideal when customers wish to use multiple mediums to access assistance, including voice, chat, SMS, email, social media and video.

 

MiCloud Flex Contact Centre

The MiCloud Flex Contact Centre provides the same omni-channel experience and advanced features as the premium MiContact Centre Business product. The reason to use this version of the Contact Centre systems is the underlying MiCloud Flex system instead of the simpler MiCloud Connect or on-premises solutions.

Choice of entry-level and enterprise Contact Centre Solutions

The MiVoice Connect Contact Centre provides voice, chat and email capabilities for the entry level on-premise system MiVoice Connect.

The MiContact Centre Business is the omni-channel Contact Centre solution for the premium on-premise MiVoice Business system.

Omni-channel vs Multi-channel

Multi-channel manages customer inquiries using the original contact method, such as chat or email. Omni-channel allows customers to initiate contact via one communications method and seamlessly transfer to another, with the Contact Centre maintaining the context of the communication throughout.

For instance, a customer query begins as an online chat but is escalated to a voice call to answer a specific detailed question. The agent receives all the information from the chat, even after the interaction is transferred to a voice call. Importantly, reporting covers the entire engagement across all touchpoints.

Omni-channel for Millennials

There are now more mobile phones in the world than there are people. Such shifts have brought new challenges to the way your business delivers customer experience. For instance, 90 per cent of consumers check your website before interacting with your company – and the majority would rather interact through voice alternatives like email, chat, and self-service.

Demographics and individual communication preferences are increasingly driving omni-channel response strategies to both attract and retain customers.

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Faster Resolutions

Mitel’s ability to unify communications between contact centre workers and back-office employees means agents can instantly locate, message, or conference in subject matter experts to obtain immediate answers.

With customer profiling, intelligent contact routing, and enterprise presence, Mitel helps agents answer customer inquiries in a single transaction. More efficient call management eliminates customers being passed from agent to agent, reducing frustration and staff costs.

Workforce Management

Mitel Contact Centres provide businesses with sophisticated workforce management, agent forecasting, and scheduling tools. These allow managers to accurately match resources to expected contact volumes, as well as measure, manage, and drive contact centre performance.

Keeping customers happy and optimising costs is simplified, thanks to the superior level of detailed planning and staff rostering that Mitel provides.

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Customer Details at your Fingertips

Mitel’s seamless integration with back office systems, such as customer relationship management (CRM) systems, automatically presents agents with critical customer data on their screens as calls and multimedia contacts arrive.

This lets agents give customers the information they need, when they need it. This seamless information flow breeds greater customer satisfaction and loyalty, as well as immediate and ongoing business success.

Prioritise Key Clients

The oft-quoted rule of thumb still applies that 20 percent of your customers typically generate 80 percent of your revenue. It therefore makes sense that a superior level of service is delivered to those top tier customers. 

Mitel Contact Centres lets your businesses profile customers, from whatever touchpoint they use to connect with you, so you can easily identify top-tier customers and prioritise their position in the queue or ensure they are handled by your top agents.