Mitel has introduced MiCloud Engage Contact Center, the new CCaaS, contact centre as a service, solution, and the latest version of MiCloud Flex.
These are promised to deliver omnichannel capabilities support interactions on users’ devices, as well as channel, of choice. Moreover, the intelligent analytics are the source of first-contact resolutions and deliver personalised services.
Mitel’s customers will now be able to enjoy MiCloud Engage Contact Center, a solution that doesn’t require a deployment of any kind of hardware or software. It works with any call control platform. Also, you can integrate it with a wide array of third-party CRM applications.
The solution allows for real-time reporting, deep analytics, easy administration, fully-virtualised workforce, and rapid scalability.
Mitel has also released the latest version of MiCloud Flex. Its multichannel support has been extended, and the way customers are able to interact with the media of their choice has been improved. If you combine it with seamless digital interactions, you can create individualised customer experiences. The unified desktop environment is promised to boost agent productivity, since it makes working with multiple interactions quite simple. It’s also possible to work directly within a CRM application.
Recently, the company has reached a milestone of shipping one million contact centre agent seats. Allowing their customers to choose between seamless private or public cloud deployment, their services are suitable for companies of all sizes. Their solutions allow you to increase first-contact resolution rates, understand the buying behaviour of the customers better and offer more personalised services.