Solutions & Products
Mitel Networks
Contact Center
Mitel Automatic Call Distribution
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