MiContact Center Business

What MiContact Center Business is

MiContact Center Business is contact center software that integrates with MiVoice Business to measure and manage operations and route interactions. Its licensed channels include voice, email, chat, SMS, and open media. The stated capabilities include inbound calling, an outbound dialer, an IVR builder, and workforce management. Contact Center and Workgroup bundles include reporting and real-time monitoring. Depending on the license, applications can include CCMWeb, Contact Center Client, Ignite, Flexible Reporting, IVR Routing, Workforce Scheduling, and the CTI Developer Toolkit. Mitel describes the software as on-site. It says deployment components use authenticated, encrypted communications, and workflow-collected information can be masked or deleted. Security roles restrict employee access, subject to licensing. Ignite Web supports Apple, Android, and Microsoft tablets, although Mitel does not recommend connecting mobile devices because sleep may interrupt notifications. There is no free plan, and pricing is available from Mitel sales support on request. Contact Center is listed for businesses with more than 100 concurrent agents; Workgroup is listed for fewer than 100.