MITEL
CONTACT CENTER
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Mitel
Enterprise And Small Business Automatic
Call Distribution
As a contact
center manager, customer service-level commitments
are critical to achieving enterprise
goals. Meeting those commitments is your
daily, hourly and even minute-by-minute
challenge.
Achieving those goals means ensuring the equal distribution
of incoming calls to the most appropriate group of
agents based on the type of information or service
required.
Mitel® Automatic Call Distribution is an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise and small business communications platforms, providing the capabilities for:
- Routing calls to the most appropriate group(s)
- Queuing and prioritization of callers
- Distributing calls fairly within a group - longest idle or highest skilled
- Automatically re-routing or expanding the availability of agents based on current queue conditions
- Networking multiple contact centers together
- In queue messaging
- Controlling after hours service
Mitel Automatic Call Distribution delivers the power and performance
required in the most demanding contact center environments by
providing: - Cost-effective use of pooled resources
- Improved customer service by delivering consistent process and service
- Call distribution based on the caller's need
- Even distribution of the workload
- Reduction in communication costs
Mitel 6100 Contact Center Solutions combine robust communications
platforms, automatic call distribution (ACD), and a modular suite
of feature-rich, web-based applications for streamlining contact
center management and enabling advanced multimedia customer contacts.
Mitel 6110 Contact Center Management provides a comprehensive
browser-based application set for real-time monitoring, historical
reporting and forecasting across all contact center media: voice,
e-mail, web chat and fax. Sophisticated real-time monitoring
for tracking agent and queue statistics from the single agent
level to center-wide activities enable your supervisors to see
the big picture as well as the smaller details of contact center
performance. Advanced reporting capabilities allow you to review,
analyse and forecast contact center performance.
Meeting service levels goals means responding to contact center
activities and agent availability immediately. The optional Mitel
6115 Interactive Contact Center module provides advanced capabilities
that enable your supervisors to dynamically control agents and
entire queues in real time. They can switch inactive agents to
busier ACD queues, place agents in Make Busy or Do Not Disturb,
and schedule queues to open at specific times or based on queue
conditions - all
using simple point-and-click operations from any desktop.
Scheduling too many agents increases contact center costs
while scheduling too few agents results in customer dissatisfaction.
The optional Mitel 6120 Contact Center Scheduling module integrates
with Mitel 6110 Contact Center Management forecasting capabilities
to ensure supervisors have the right number of skilled agents
scheduled at the right time. The Mitel 6125 Real-Time Schedule
Adherence module is an add-on option to 6120 Contact Center Scheduling.
It enables supervisors to monitor agent adherence to the schedule
in real time.
Supervisors need to know what their agents are
doing in relation to what is scheduled so they can quickly
identify instances of non-adherence and respond before service
levels are sacrificed. At a glance, they need to know how many
agents are available to receive incoming contacts, how many agents
are on break, and if the agents on break have activated make
busy or do not disturb.
The Mitel 6125 Real-Time Schedule Adherence
offering is an add-on application to Mitel 6120 Contact Center
Scheduling. Using 6125 Real-Time Schedule Adherence and 6120
Contact Center Scheduling enables supervisors to: - Create
daily schedules for your contact center by assigning shifts,
breaks, lunches and jobs to each agent in your business with
the 6120 Contact CenterScheduling
- Build adherence parameters
from scheduled events including start of shift, breaks, lunches,
jobs and end of shift, and associate them to ACD contact center
events with 6125 Real-Time Schedule Adherence
- With 6125 Real-Time
Schedule Adherence, supervisors can ensure agents are performing
their on-phone and off-phone duties as scheduled in 6120 Contact
Center Scheduling.
Customer information is displayed automatically
on the agent's screen so that callers are immediately identified. The result is enhanced service, reduced wait times and increased customer satisfaction.
The optional Mitel 6140 Agent Portal coordinates the delivery of
voice calls with customer data to ensure both arrive at the agent's desktop
at the same time.
Serve your customers in the media of their choice-voice, e-mail,
web chat or fax - and be just as responsive in these
media as on the phone. The optional Mitel 6150 Multimedia Contact
Center module allows supervisors to efficiently integrate and
maintain service levels across all contact types. By using the
familiar 6110 Contact Center Management graphical user interface
to monitor, report and forecast on all media types, supervisors
can manage multimedia in the same way as they managed voice.
The optional Mitel 6160 Intelligent
Queue module provides recorded announcements and intelligent
call processing capabilities. With 6160 Intelligent Queue,
you can inform callers of the expected wait time and number of
callers in queue, and provide time of day/day of week/day of
year and queue conditional messaging. 6160 Intelligent Queue
also provides intelligent call processing with interactive voice
trees and enhanced routing options. Using Web callback and voice
callback capabilities, customers can request a call back rather
that wait in queue. Call detail reporting enables you to understand
the complete customer experience.
The optional Mitel Teleworker
Solution is an IP-based module that supports remote agents
with complete access to the same voice and data capabilities
enjoyed by their in-house colleagues. Teleworking enables your
contact center to grow beyond its current limits by offering
agents the option of working from home. You can recruit new
agents from outside your geographic area of operation and retain
the services of skilled agents who move away. To be a fully integrated
member of your contact center home team, remote agents
only require a Mitel 5220 IP Phone, a computer, a home router and a high-speed
internet connection. It's that simple.
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