Management and Reporting Applications

Contact Center Business Edition combines robust communications platforms Mitel Communications Director and Mitel 5000 Communications Platform, ACD software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server.

Mitel Contact Center Management

Mitel Contact Center Management is the foundation for the Mitel Contact Center Solution. It provides advanced, browser-based tools for reporting on and monitoring all agents and queues, over any date and time horizon.

Contact Center Management enables you to:

• View historical events for a particular date, in simulated real time, and view detailed and accurate reports on queue and agent performance
• Monitor all contact center activities for queues and agents in real-time
• Forecast the number of agents required to meet service-level goals based on historical data and "what-if" scenarios
• Send online messages / broadcasts to agents and supervisors quickly and securely
• Control user access to applications and devices
• Have an overall view of trunk traffic with the Mitel Traffic Analysis option

Mitel Interactive Contact Center and Visual Queue

Respond immediately to changing call volumes, deploy contact center resources efficiently, effectively manage agents, prioritize calls, and minimize wait times. The browser-based Mitel Interactive Contact Center gives you the tools you need to respond to changing contact volumes immediately, by:

• Dynamically controlling the availability of individual agents and queues
• Scheduling queues to open or close automatically based on business hours
• Enabling do not disturb (DND) on specific queues, diverting callers to alternate answering points
• Assigning make busy with reason codes to individual agents

Mitel Interactive Visual Queue is a contact recognition and prioritization add-on application for Interactive Contact Center. By knowing which callers are in queue, how long they have been waiting, and their answer position, you can dynamically prioritize contacts and respond to changing contact volumes immediately.

Mitel Call Accounting

Mitel Call Accounting is a comprehensive call costing solution available as a single- or multi-site solution. Monitor and control telecommunication costs with a true picture of how much money is being spent and who is spending it. Optionally, Call Accounting can be integrated with Mitel Contact Center Management.

With Call Accounting, you can:

• Monitor usage and establish call patterns for departments and work groups
• Track, report, and control telecommunication costs, and verify carrier bills
• Perform cost recovery and carrier bill reconciliation
• Incorporate data from multiple telephone systems to get the "big picture"
• See the availability of your employees, who they are speaking with, how long they have been talking, and resolve misuse of the telephone system
• Produce flexible rate tables tailored to your needs.

For information on product and application interoperability, please contact your nearest Mitel office.

Learn More

Mitel Contact Center Solutions Brochure
Contact Center Solutions Feature Matrix (PDF)
Mitel Call Accounting Overview