Mitel Enterprise Contact Center - Product upgrade license - 1 agent, 1 IVR port - upgrade from Shoretel Workgroup - Win

Mitel Enterprise Contact Center - product upgrade license - 1 agent, 1 IVR port

Key Features and Benefits: Advanced routing Improves the customer experience by giving the appropriate call routing options to customers, including dialed number identification service, menu selection, automatic number identification, customer, time of day, calendar service level, priority and skills-based routing. Geographic redundancy The hot-standby supports highly reliable deployments and disaster recovery. IVR script engine A flexible solution to service callers according to their needs or importance to the company, or to introduce self-service options that help reduce agent resource requirements. The graphical scripting interface is easy to use so organizations can create powerful routing rules to improve the customer experience. Outbound dialing Powerful outbound campaign capabilities support preview and progressive dialing campaigns for quick and easy customer outreach. In addition, caller-requested call backs and abandoned call backs provide options to waiting in queue, and a way to reach out to callers who hang-up while waiting. CRM integration Incorporate customer-based information into call routing decisions by mapping the customer's information to information in the enterprise database. In addition, desktop integration automates routine agent tasks, and reduces costs with instant access to customer records when the call arrives. Advanced reporting This advanced reporting solution features pre-built performance reports, an easy to use customization tool for supervisors, and a rich, open call detail interaction database that can be mined for advanced business intelligence. Multimedia routing It expands the service options from just voice-alone to support customers that want to communicate via email or Web-based chat. Real-time management It offers a comprehensive view of current activity and tools for correcting identified issues. Unified desktop It includes a singled unified desktop client for agents, Mitel call manager, which provides telephony, call center, presence, video, instant messaging features and more. Overflow and interflow Automatically apply additional resources to calls waiting too long, or divert callers to alternative service options.