You only have one chance to make a lasting impression, invest in your contact centre
Designed to maximise the efficiency of all contact centres
Mitel MiContact Centre is a portfolio of applications designed to maximise the efficiency of all contact centres. Whether you have a small contact centre with a few customer service agents or a large multi-site centre in need of multimedia capabilities, our Mitel Contact Centre solutions meet the requirements of businesses of all sizes.
MiContact Centre applications equips contact centre agents with a unique set of tools to handle customer inquiries quickly and efficiently while at the same time empowering supervisors to improve business processes.
Because Every Contact Matters
Enhance the customer experience from the moment calls, texts, messages and chats reach to you to call resolution with help from the experienced Mitel team at Opus.
Multi-Media Contact Centre Solutions
In today’s technology-driven world of smartphones, tablets and WiFi, consumers have become increasingly mobile, relying on digital communications such as email, text messaging, Web chat, and social media in order to interact with your business.
Customers have come to expect the convenience of choosing the method of contact that makes the most sense for them at any given time – and providing a consistent, positive experience across all channels has evolved from a unique, “nice to have” capability to a necessity.
From Dated to Digital
Opus are ready to help! The time to take your customer experience from dated to digital is now.
Empower your customers to reach your business in the method of their choosing and even provide helpful information to guide their choice, such as wait times for inbound calls, emails, Web chat and callbacks
Leverage a simple yet flexible interface to configure multimedia workflows across all channels, ensuring customers reach the right agent on the first try
Equip your agents with the information and tools they need to deliver a smooth customer experience across all media types
Provide management with insight into day-to-day operations and agent performance through real-time and historical reporting.
Allow your customers to choose their preferred method of communications
Improve your call handling statistics by gaining access to reports to monitor and manage your staff performance
Remain in control of the call handling process from call answer to resolution
Ensure your remote staff are actively working and can access colleagues and information in multiple sites
A Solution for Any Contact Centre
Opus can implement a Mitel Contact Centre solution for organisations of all sizes:
MiContact Centre Enterprise
Designed for the MiVoice Business platform the Mitel MiContact Centre Enterprise seamlessly scales to address the needs of contact centres for small, single sites to distributed, multisite and virtual contact centres. It is a robust, resilient and highly available solution with highly customised interactive voice response (IVR), and easily customised integrations for customer relationship management (CRM).
MiContact Centre Business
Also designed for the MiVoice Business platform the Mitel MiContact Centre Business is designed for contact centres with up to 50 agents. It combines robust Mitel IP communications platforms, ACD software and a modular suite of feature-rich, web-based applications designed to measure and manage contact centre performance. This value-packed, out-of-the-box solution offers you the most frequently used applications from Mitel’s MiContact Centre Enterprise Edition.
MiContact Centre Office
MiContact Centre Office Edition, designed for the MiVoice Office 250 platform, is an entry-level solution for contact centres or workgroups with up to 100 agents. MiContact Centre Office Edition enables you to efficiently monitor, manage, and route calls, with real-time business intelligence, including call performance and agent activity reporting, and also delivers agent productivity tools, including screen pop and Personal Information Manager (PIM) integration.