Solutions & Products
Mitel Networks
Contact Center
Mitel 6150 Multimedia Contact Center
Today’s contact center customers want to contact you in the medium of their choice - voice, email, web chat, or fax - and expect you to be just as responsive in these media as you are on the phone. As a result, you need a solution that allows you to efficiently integrate and maintain service levels across all contact types, and monitor and report on them.
The Mitel® 6150 Multimedia Contact Center offering integrates with Mitel 6110 Contact Center Management, Microsoft® Exchange 2000+ and Microsoft Office 2000+® to provide:
- Automated routing of emails / web chats and faxes to the longest idle agent
- Real-time monitoring of all multimedia agents and queues
- Historical reporting of all media types
- Agent forecasting for all media types
6150 Multimedia Contact Center transforms your operation into a fully multimedia enabled contact center that can:
- Efficiently deliver service to customers in the media of their choice
- Maintain service levels across all contacts, ensuring all customer inquiries are addressed in a timely manner
- Capture more detailed customer information than is possible during voice communications
- Assist customers in completing online transactions, information queries or other web-based experiences with web chat
- Protect against liability and customer claims with accurate tracking and reporting on all contact types