Call Centre and Customer Experience Solutions

 

Meet customers with a superior experience on their media of choice

 

Delivering a satisfying customer experience is a top priority for most organisations today, and the responsibility of managing that experience has never been more complex. The world is changing, ushering in a digital age. While voice-based communication with customers still plays a strong role, consumers are increasingly looking to digital communication methods (like social media, SMS, Web chat and email) and demanding the flexibility to interact with companies through their preferred media.

 

Customers are increasingly empowered by social media, where a negative customer service story can go viral with the click of a mouse—making customer advocacy a crucial competitive differentiator. Today’s organization must adapt to provide a convenient, satisfying and consistent customer experience at all times. What’s more, economic downturns and an evolving marketplace have made reducing costs and increasing operational efficiency increasingly crucial—all while remaining compliant with industry regulations and compliance policies. The challenge lies in offering a flexible, intimate customer experience without compromising your bottom line. That’s where Mitel’s solutions come in.

 

Featured Products and Solutions for Call Centre and Customer Experience

 

  • Multichannel Contact Centre Solutions
  • Confidently deliver on the quality of service your customers have come to expect with multimedia routing solutions that support the full digital customer experience.
  • Outbound Contact Centre Solutions
  • Waiting for customers to contact you is no longer enough. Today's businesses need to be proactive, not only in customer engagement but also in agent efficiency 
  • Inbound Contact Centre Solutions
  • Build a foundation for any contact centre with the flexibility to grow and expand with business demands 
  • Workforce Management and Recording Solutions
  • Ensuring you have the right people in the right place at the right time with the right skills has a direct impact on your bottom line.

 

MiVoice MX-ONE

The MiVoice MX-ONE multimedia communications server is the foundation for enabling complete integration of true multimedia, Unified Communications & Collaboration (UCC) applications and mobility in the enterprise.

 

By integrating voice, video and IM with mobility, MiVoice MX-ONE is a full-featured communication server bringing new dimensions to the modern enterprise. With its fully distributed architecture, the MiVoice MX-ONE solution can be deployed with or without dedicated media gateway hardware in a centralised or distributed fashion as a single logical system or alternatively as networked systems across hundreds of geographically dispersed locations – and is scalable from 100-500,000 users.

 

Freedom of choice – Industry-independent solution

The different roles in an organisation, such as administrators, business users, contact centre agents and attendants require specific competencies, which, in turn require specific applications. From Mitel’s perspective, a ”one-size-fits-all” UCC solution simply doesn’t cut it. That’s why Mitel’s comprehensive set of UCC applications fully integrated with the MiVoice MX-ONE communication platform cater to the different user needs with customised solutions, tailored to fit the individual user profile and situation.

Meeting the UCC needs of a wide range of industries and customers, no industry or sector is a stranger to the MiVoice MX-ONE solution. To date, the MiVoice MX-ONE solution is deployed in vertical organisations in the world of travel, transport, education, manufacturing, health care, emergency services, public safety, local authorities, finance, insurance, tourism, and many more.

Additionally, the MiVoice MX-ONE solution enjoys an unparalleled history of offering investment protection to an impressive installed base of more than 60,000 customers in over 120 countries. You set investment pace

All communication services converge over one network no matter if fixed or mobile, public or private, working seamlessly together as a single infrastructure, instantly accessible anywhere and everywhere. These state-of-the-art collaboration opportunities not only save invaluable time, but heighten productivity and improve overall enterprise effectiveness. By deploying an IP voice and data infrastructure organisations can also immediately start saving on operational costs. In addition, the MiVoice MX-ONE, a single common infrastructure, is much easier to manage as it makes use of IT and operation and management tools for both voice and data applications. 

 

MiVoice Office 250

The MiVoice Office 250 phone system is an affordable and flexible communication platform for small to mid-size businesses.

 

MiVoice Office 400

MiVoice Office 400 is Mitel’s most versatile solution specifically for medium and smaller sized businesses.

 

MiVoice Business

Mitel MiVoice Business is a highly scalable, proven business communication platform that delivers voice, unified messaging, mobility, presence, conferencing, collaboration, applications, and more.

 

Mitel 700

Mitel 700 is a fully featured communications system with a complete suite of applications that addresses the small and medium enterprise segment. It provides a broad range of UC functionality with focus on IP and mobility.

 

Mitel StreamLine

Mitel StreamLine can help to seamlessly transition from a legacy communications infrastructure to IP telephony.

 

Virtualisation

Mitel provides virtualised unified communications and collaboration (UCC) solutions for the data centre and the desktop that drive cost savings, simplify IT management, and enhance security and business continuity.

Product Downloads: 

Mitel MiVoice MX-ONE - Datasheet - EN

Mitel MiVoice MX-ONE Service Node Manager Datasheet

Mitel MiVoice MX-ONE Traffic Manager - Datasheet - EN

Mitel MiVoice MX ONE Hospitality - Datasheet - EN

MarWatch for MiVoice MX-ONE - Datasheet - EN

MiVoice MX-ONE Provisioning Manager - Datasheet

 

 

Mitel MiVoice

Mitel MiVoice unified communications platforms offers a complete range of flexible communications platforms - from modular on-premise solutions to a single, cloud-ready software stream that supports a range of deployment models.

 

MiVoice unified communications platforms are designed to allow businesses to take advantage of advanced communications capabilities in a way that makes sense for the business.

"Do more with less" has become the mantra of many businesses today. At the same time, IT organisations are striving to focus on more strategic objectives that drive competitive advantage and tangible value for their business.

The right platform to manage your communications makes all the difference in organisational productivity and flexibility to respond to changing business environments. Mitel’s communications platforms have been helping businesses achieve that for more than 40 years.

Mitel’s MiVoice unified communications platforms were designed to address your business’s communications needs, no matter what size your business is and to provide your business with the tools for improving employee productivity and business efficiency, so that you can  expect a tangible return on your communications investment.

Our philosophy with our MiVoice platform is to deliver unified communications (UC) solutions that:

  • Are simple to manage and deploy.
  • Enhance business & employee productivity.
  • Fit within your existing infrastructure.
  • Are flexible and future-proof.

Mitel’s line of MiVoice unified communications platforms addresses both small business and large enterprise needs, providing extensive communication features, robust call control, and support for a wide range of innovative desktop devices and applications.

 

Mitel MiCollab

Mitel MiCollab delivers unified messaging, mobility, teleworking, and audio, web and video conferencing services tailored to the needs of today’s mobile workforce.

 

MiCollab Audio, Web and Video Conferencing

Collaborate wherever you are

 

Unified Messaging

Unified Messaging is a UC-integrated messaging solution that provides sophisticated yet easy-to-use call handling features such as auto attendant and message management of voice mail, fax, and email.

   

Mitel MiVoice

Mitel MiVoice unified communications platforms offers a complete range of flexible communications platforms - from modular on-premise solutions to a single, cloud-ready software stream that supports a range of deployment models.

 

MiVoice Enterprise Manager

The Mitel Enterprise Manager simplifies solution management by centralising administration, minimising repetitive tasks and automating many standard processes. In addition, it allows access to multiple sites and systems from a single interface increasing staff productivity.

 

MiContact Centre Business

Enterprise-grade, multichannel, and cloud-ready solution designed to power customer-centric organisations

 

MiContact Centre Office

MiContact Centre Office Edition, designed for the MiVoice Office 250 (formerly MiVoice Office) platform, is an entry-level solution for contact centres or workgroups with up to 100 agents.

 

MiContact Centre for Microsoft Lync

A Customer-centric approach for the modern-day customer

 

MiContact Centre Live

MiContact Centre Live is a true cloud solution that enables businesses to intelligently deliver quality customer experience anywhere, anytime, from any device, and across any channel.

 

MiContact Centre Outbound

MiContact Centre Outbound, for the MiVoice Business platform, is designed for customers of all sizes with advanced outbound dialing, campaigning, and scripting requirements.

 

MiContact Centre Solidus

MiContact Centre Solidus is a rich suite of seamlessly integrated Unified Communications and Collaboration (UCC) and contact centre applications for intelligent interaction in the enterprise.

 

Mitel Workforce Management

Improve your customers’ experience through employee engagement operational and efficiency

 

Virtual Resilient High Availability Contact Centres

MiContact Centre offers affordable, reliable options to ensure business continuity in the event of a network outage or hardware failure.

 

Mitel 400 Call Centre

The Mitel 400 Call Centre solution supports companies to offer excellent services to their customers in a highly effective and cost efficient way.

 

Mitel ACP Contact Centre

Still today, customers lose a lot of time when reaching the wrong persons in enterprises.

 

 

Unified Messaging

Simplify your messaging system

Unified Messaging is a UC-integrated messaging solution that provides sophisticated yet easy-to-use call handling features such as auto attendant and message management of voice mail, fax, and email.

 

   

Unified messaging can help you:

Enable Real-Time Communication

Simplify your messaging system, enabling your employees to respond faster. All voice mail boxes are managed from a single interface on a single system.

Scalable

A highly scalable, robust, and sophisticated messaging solution, scaling up to 120,000 users, and offers unique deployment integrations.

Low cost of ownership

Physical and virtual deployments and offers a full-featured and flexible unified messaging solution.

Flexibility

Boost user productivity and client responsiveness through flexible message management and access capabilities.

Mitel NuPoint Unified Messaging

With Mitel NuPoint Unified Messaging, businesses can enable users to manage their voice mail, email, and fax messages from their PCs or telephones and enhance customer service with a sophisticated speech auto-attendant including call routing capabilities.

 

MiVoice Embedded Messaging

Embedded within Mitel’s MiVoice Office and MiVoice Business unified communications platforms is a cost-effective unified messaging solution designed to be simple to deploy and simple to use.

 

Mitel MiCollab

Mitel MiCollab delivers unified messaging, mobility, teleworking, and audio, web and video conferencing services tailored to the needs of today’s mobile workforce.

 

Voice over LTE (VoLTE)

Voice over LTE provides drastic cost savings and enables new services such as Video calling, multi device, single number and multimedia sharing services across mobile broadband devices.

 

Voice over Wi-Fi

Voice over Wi-Fi Mobile operators are increasingly relying on Wi-Fi as a means to offload congested cellular networks. While offloading broadband data services typically has the most impact, moving voice traffic to Wi-Fi can yield a significant benefit.

 

Voice and Video

Mitel offers a complete portfolio of innovative virtualised network video and voice solutions for IP based communication services.

 

MiCollab Advanced Messaging

MiCollab Advanced Messaging is a full-featured Unified Messaging application that lets users access their messages anytime, anywhere and through any device. All messages – whether voice, fax or email – are available by the phone of your choice. This could be via text-to-speech or your computer desktop via Microsoft Outlook, Lotus Notes, Novell GroupWise or any IMAP4-compliant email system.

 

Product Downloads

Mitel MiCollab Unified Messaging Brochure

 

 

MiVoice Video Phone

This phone makes video conferencing easier than ever. Seamlessly turn an audio conference into a virtual meeting without the need for a third-party service.

 

   

Simplify meetings and collaboration with this affordable video collaboration solution

You know the value of face time and team collaboration, but does the thought of going through all the trouble of setting up a videoconference make you feel as though it’d be easier to just travel to a meeting instead? It doesn’t have to.

Videoconferencing is as easy as making a phone call with the MiVoice Video Phone (formerly Mitel UC360 Collaboration Point). There’s no need to plan ahead or use a third-party service. In fact, you can even initiate a videoconference or collaboration session midmeeting, when the occasion for impromptu brainstorming and idea sharing often arise.

The device’s in-room presentation capability allows for easy sharing of documents through a variety of methods, including cloud-based services. Or, you can collaborate with remote parties by connecting to a Web-based collaboration session using the built-in Web browser. That means there’s no need to interrupt discussions or schedule another meeting in order to share visuals.

Perhaps the best part is that deployment is as simple as setting up any other IP/SIP phone.

Key Features and Functionality

  • Superior sound quality with high-definition (22khz) audio.
  • Automatic video call escalation once an audio call is placed.
  • Built-in high-resolution seven-inch color touch-screen display with full multimedia support and in-room presentation display capabilities.
  • An embedded Picsel SmartOffice Suite enables the ability to view and modify PowerPoint®, Word, Excel® and PDF files.
  • Web browser allows multimedia support for access to cloud-based services, such as Gmail, Exchange Web for contact dialing and chat functions.
  • Provides the ability for multimedia content to be sent to remote parties over the video stream.
  • Can be connected to other third-party videoconferencing and collaboration systems.
  • Flexible bandwidth deployment options allow it to work within an existing network environment.Mitel MiVoice 5304 IP Phone is a cost-effective entry-level display phone with a small base, making it perfect for hotel guest rooms, educational classrooms, retail stores and for teleworkers.MiVoice 5312 IP Phone The Mitel MiVoice 5324 IP Phone is designed for communications-intensive companies that require a converged IP infrastructureMiVoice 5320 IP Phone This full-feature, entry-level display phone is for companies that need rich communications applications and services on the desktop.MiVoice 5330e IP Phone This enterprise-ready IP phone features a large backlit display, productivity applications and programmable keys.MiVoice 5360 IP Phone The MiVoice 5370 IP Phone is suitable for heavy telephone users, such as call centre agents.MiVoice 5505 Guest IP Phone The Mitel MiVoice 5540 IP Console is the ideal desktop phone for attendants at small and medium businesses using Mitel MiVoice for Business.MiVoice Conference Phone MiVoice 7434 IP Phone offers a user-friendly graphical interface for an unmatched user experience.MiVoice 7433 IP Phone MiVoice 4420 IP Phone is specifically designed for users who want traditional telephone functions with good voice quality.MiVoice 4422 IP Phone MiVoice 4425 IP Phone is a high-end IP telephone with advanced features, including multiple line handling and graphical display built to handle all user needs. It can also be used in small conference rooms.Microsoft Lync Solutions Portfolio from Mitel Mitel MiVoice for Skype for Business augments Skype for Business’s capabilities with reliable voice and mobility. Best of all, it integrates seamlessly with the Microsoft application you already know.MiVoice 6725 Lync Phone
  • MiVoice 6725 Lync Phone is a full featured IP phone optimised for use with Microsoft® Lync™.
  •  
  • Mitel MiVoice for Skype for Business
  • Over the years, Mitel’s partnership with Microsoft has helped customers to fully maximise their Microsoft investments in Lync and other technologies.
  •  
  • MiVoice 4425 IP Phone
  • MiVoice 4422 IP Office is a mid-range IP telephone, offering the functionality needed for users working in high-efficiency business environments.
  •  
  • MiVoice 4420 IP Phone
  • MiVoice 7433 IP Phone is an entry-level business IP phone, easy to use with an intuitive user-interface that includes graphical menu support.
  •  
  • MiVoice 7434 IP Phone
  • This easy-to-use conference phone boasts 16 built-in microphones and superior audio quality plus the ability to seamlessly share ideas and files with in-room presentation display capabilities.
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  • MiVoice 5540 IP Console
  • Enhance your hotel guest experience with the only in-room IP phone to offer customisation, branding, and a wide range of features for the hospitality industry.
  •  
  • MiVoice 5370 IP Phone
  • Ideal for the enterprise executive, this desktop IP phone has a large, high-resolution touch display, superior sound quality and plenty of built-in features.
  •  
  • MiVoice 5340e IP Phone
  • The Mitel MiVoice 5330e IP Phone is perfect for the enterprise desktop and features a large display and 24 self-labeling buttons that can be programmed for a variety of functions.
  •  
  • Mitel MiVoice 5320e IP Phone
  • This full-feature, entry-level display phone is for companies that need rich communications applications and services on the desktop.
  •  
  • MiVoice 5324 IP Phone
  • This multi-line desktop phone features 12 programmable keys and is user-friendly, making it perfect for teleworkers, office workers and technical support staff.
  •  
  • MiVoice 5304 IP Phone

Product Downloads: 

Mitel MiVoice Video Phone Brochure

Mitel MiVoice Video Phone Datasheet

 

 

 

Mitel MiCollab

Mitel MiCollab delivers unified messaging, mobility, teleworking, and audio, web and video conferencing services tailored to the needs of today’s mobile workforce.

 

   

By integrating all the communications tools you need into a unified solution, you’ll spend less time trying to connect and more time communicating. This translates to better business performance.

Key business benefits of MiCollab include:

Get more done – from anywhere

  • Single point of access to all communications and collaborations tools
  • Mobile-first design – all desktop functionality is available natively on mobile and tablet devices
  • Build better connections using IM, voice, video or full web collaboration from any location and on any device

Easy administration

  • Manage all collaboration tools using a single, user-friendly, Web-based interface
  • Maintain just one server, which can be deployed however suits you best – on premises or in virtualised environments
  • APIs integrate MiCollab with your other business applications, such as email, calendars and CRM

Reduce costs

Product Downloads: 

Mitel MiCollab Brochure

Mitel MiCollab Data Sheet

 

 

 

Mitel and Microsoft

We've collaborated to connect Mitel solutions to Microsoft Lync.

 

Presence, availability, and in-the-moment collaboration and decision-making are essential to doing business in an increasingly “flat world.” Through unified communications and collaboration, information workers interact seamlessly across different communication devices and business applications, relying on technological convergence to IP-based systems. Working together, Mitel and Microsoft are enabling enterprises to evolve their communications platforms in a smooth, cost-effective manner — facilitating increased efficiency and productivity.

Mitel MiVoice for Lync

Mitel’s MiVoice for Lync integrates Mitel’s IP Communications Platform and rich voice applications with the Microsoft Lync client supporting presence and IM to provide the best of both worlds. With MiVoice for Lync, your employees gain access to a complete range of telephony features without having to leave their familiar Lync environment. And with mobility as a core component, it provides an in-office experience anywhere—on the road, at home or just down the corridor.

Our broad portfolio of solutions includes Mitel’s contact centre platform built natively on Microsoft technology and tightly integrated with Microsoft Lync

MiContact Centre for Microsoft Lync is a true end to-end contact centre today that utilises both Microsoft back-office and desktop solutions. Our call control is natively delivered through the unified communications and Voice over IP architecture of the Microsoft Lync Server 2010/2013 platform and user accounts are managed through synchronisation with Active Directory. Voice-based customer interactions are delivered to agents through the Lync client. An advanced IVR and multimedia capabilities are also supported. Reports are powered by SQL Server and Microsoft Reporting Services and delivered through Excel. On top of this, all real-time and management tools are based on familiar Microsoft Office applications making the Mitel solution intuitive and easy to learn.

 

Mitel MiVoice for Skype for Business

Mitel MiVoice for Skype for Business augments Skype for Business’s capabilities with reliable voice and mobility. Best of all, it integrates seamlessly with the Microsoft application you already know.

 

MiContact Centre for Microsoft Lync

A Customer-centric approach for the modern-day customer

 

MiVoice 6725 Lync Phone

MiVoice 6725 Lync Phone is a full featured IP phone optimised for use with Microsoft® Lync™.

 

Mitel SIP-DECT

Delivering the comfort of mobility to VoIP networks.

 

 

 

Unified Communications

Communication Solutions

Products

Solutions

Video Conferencing            Telphone Management  
Polycom            Proteus
Lifesize            TNG
Networking            VSA Rampage
Extreme Networks            SmartBoard Solution
RiverBed            Promethean
Networking Tools            Smart
Voice Recording           TouchIT
Amethyst            Room Management
SmartTap            Acoustics
             Condeco
             Call Centre
             PrairieFyre