Management and Reporting Applications Enterprise Edition

Mitel® Contact Center Enterprise Edition provides a rich tool-set for business and operational insight into your contact center's performance, including historical reporting and management tools, real-time status, cost accounting, and scheduling.

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
• Gain an overall view of trunk traffic with the Mitel Traffic Analysis option
• Integrate with Microsoft® Office Communications Server 2007 presence and instant messaging
• Generate tailored reports that display just the statistics you need using flexible reporting options
• Virtualize contact center support for multi-site, geographically dispersed contact centers
• Rely on automatic call distribution (ACD) resiliency in the event of a controller / network failure

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

Workforce Scheduling

Ensure the right number of agents with the right skills are always available to meet contact center service levels. Avoid unnecessary scheduling, avoid conflicts, and reduce costs while freeing administrators from manual scheduling. Respond to changing resource demands on the fly. Mitel Workforce Scheduling simplifies workforce management, forecasting, and monitoring with tools to effectively control costs.

With personnel costs consuming upwards of 70 percent of contact center budgets, effective scheduling is critical to cost control. Workforce Scheduling empowers you to:

• Automatically schedule agents to meet forecasted activity levels and adjust schedules on the fly, based on changing conditions
• Efficiently schedule agents by assigning them tasks based on skill set
• Automatically generate reports on the financial impact of each schedule
• Plan and track training, meetings, vacations, and sick leave with sophisticated accrual-based leave planning
• Store employee skills, hire dates, payroll rates, addresses, and emergency information with employee profiles
• Build adherence parameters from scheduled events including start of shift, breaks, lunches, jobs, and end of shift, and associate them to automatic call distribution (ACD) contact center events

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