MiContact Center Enterprise
MiContact Center Enterprise is an omnichannel contact center for large, multi-site organizations.
What MiContact Center Enterprise is
MiContact Center Enterprise is an omnichannel contact center for large, multi-site organizations. It handles customer interactions across voice, email, SMS, web chat, and social media, with skills-based routing that directs work to available agents using configurable criteria. A workflow designer supports automated scripts and self-service IVR with speech recognition and text-to-speech. Real-time dashboards and standard or customizable historical reports cover contact, service-level, agent, and queue metrics. Mitel lists on-premises, virtualized data-center, hybrid, private-cloud, and public-cloud deployment options. Open APIs and toolkits support WFM, CRM, IVR, and ERP integrations, and the product integrates with MiVoice MX-ONE and MiCollab UC. Native multi-tenanting is available for service providers and MSPs supporting multiple clients. AI virtual agents, AI agent assistants, interaction recording, quality management, AI insights, and workforce management are add-ons. Agents can handle interactions using smartphones, while supervisors can monitor dashboards and change settings from tablets. Pricing is on request, and no free plan is listed.
Good
- Supports voice, email, SMS, chat, and social media.
- Skills-based routing uses configurable criteria.
- Offers real-time dashboards and customizable historical reports.
- Deployment options include on-premises and cloud models.
- Smartphone agent access and tablet supervisor tools are supported.
Watch out
- No free plan is listed.
- Pricing is available on request.
- AI and workforce features are add-ons.
Who it suits
MiContact Center Enterprise is intended for large organizations with multiple sites and service providers or MSPs handling contact-center services for multiple clients. It suits teams that need several interaction channels, configurable routing, and reporting across agent and queue activity.
Verdict
MiContact Center Enterprise brings multiple customer channels, routing, workflow design, and reporting together for large deployments. Organizations should review the add-on structure and request pricing from Mitel.
Plans and prices
From MiContact Center Enterprise's own pricing page, checked 12 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| MiContact Center Enterprise | Priced on request | Up to 3,000 agents per system · up to 30,000 concurrent agents across multiple systems · Contact Mitel for pricing. |
The facts
Each one read from MiContact Center Enterprise's own pages, with the date it was checked.
What it does
- Add-ons
- The feature comparison lists AI virtual agents, AI agent assistants, interaction recording, quality management, AI insights, and workforce management as add-ons.checked 12 Oct 2026
- Channels
- The platform supports customer interactions over voice, email, SMS, web chat, and social media.checked 12 Oct 2026
- Deployment
- Mitel lists on-premises, virtualized data-center, hybrid, private-cloud, and public-cloud deployment options.checked 12 Oct 2026
- Documentation and support
- Mitel's document center lists version 9.8 materials including installation, integration, security, and user guides.checked 12 Oct 2026
- Integrations
- Open APIs and toolkits support WFM, CRM, IVR, and ERP integrations, and the product integrates with MiVoice MX-ONE and MiCollab UC.checked 12 Oct 2026
- IVR and workflows
- Its workflow designer supports automated scripts and self-service IVR with speech recognition and text-to-speech.checked 12 Oct 2026
- Mobile access
- Mitel says agents can handle interactions using smartphones and supervisors can monitor dashboards and change settings from tablets.checked 12 Oct 2026
- Multi-tenant use
- Native multi-tenanting is offered for service providers and MSPs delivering contact-center services to multiple clients.checked 12 Oct 2026
- Outbound dialer
- Yeschecked 23 Sep 2026
- Purpose
- MiContact Center Enterprise is an omnichannel contact center for large, multi-site organizations.checked 12 Oct 2026
- Reporting
- It provides real-time dashboards and standard and customizable historical reports for contact, service-level, agent, and queue metrics.checked 12 Oct 2026
- Routing
- Skills-based routing directs interactions to available agents using configurable criteria.checked 12 Oct 2026
- Security
- Mitel's security guide describes Active Directory user management, optional single sign-on through an OpenID Connect identity provider, and encryption options for web services and communications.checked 12 Oct 2026
Money
- Free plan
- Nochecked 23 Sep 2026
Where it runs
- Platform requirements
- Mitel's security guide says the services and clients run on Microsoft Windows and some web applications run in standard browsers including Chrome and Firefox.checked 12 Oct 2026
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