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Intuitive Call Centre Solutions

Mitel has a great range of Contact Centre solutions. But it can be challenging for those new to Mitel to determine which solution goes with which system – let alone finding a combination that suits your workflows.

That’s where First Focus can help. As Contact Centre specialists, we can match you with a combination of Phone Systems and Contact Centres that meets your needs. Or we can also use our experience and expertise to tailor a complete solution to your exact requirements.

MiContact Centre Business

MiContact Centre Business is Mitel’s premium solution. It’s ideal for deployments that help customers use multiple mediums to access assistance, including voice, chat, SMS, email, social media, and video.

MiCloud Flex Contact Centre

MiCloud Flex Contact Centre provides the same omni-channel experience and advanced features as Mitel’s premium MiContact Centre Business solution. The MiCloud Flex Contact Centre systems stands out thanks to the underlying MiCloud Flex system that takes the place of more straightforward on-premises solutions.

Choice of entry-level and enterprise Contact Centre Solutions

MiVoice Connect Contact Centre provides voice, chat, and email capabilities for the entry-level on-premise MiVoice Connect system.

MiContact Centre Business is the omni-channel Contact Centre solution for the premium on-premise MiVoice Business system.

Omni-channel or multi-channel?

Multi-channel solutions manage customer inquiries using the original contact method, such as chat or email. Omni-channel allows customers to initiate contact via one communications method and seamlessly transfer to another, with the Contact Centre maintaining the context of the communication throughout.

For instance, a customer query begins as an online chat but is escalated to a voice call to answer a specific question. The agent receives all the information from the chat, even after the interaction is transferred to a voice call. Importantly, reporting covers the entire engagement across all touchpoints.

 

Meet modern consumer trends

There are now more mobile phones in the world than there are people. Such shifts have brought new challenges to the way your business delivers customer experience. For instance, 90 per cent of consumers check your website before interacting with your company – and the majority would rather interact through voice alternatives like email, chat, and self-service.

Demographics and individual communication preferences are increasingly driving omni-channel response strategies to both attract and retain customers.

 

Faster resolutions

Mitel’s ability to unify communications between contact centre workers and back-office employees means agents can instantly locate, message, or conference-in subject-matter experts to obtain immediate answers.

With customer profiling, intelligent contact routing, and enterprise presence, Mitel helps agents answer customer inquiries in a single transaction. Efficient call management processes remove the chance of customers being passed from agent to agent, reducing frustration and lowering staff costs.

 

Workforce management

Mitel Contact Centres provide businesses with sophisticated workforce management, agent forecasting, and scheduling tools. These tools let managers accurately match resources to expected contact volumes – while also measuring, managing, and driving contact centre performance.

Keeping customers happy and optimising costs is simplified, thanks to the superior level of detailed planning and staff rostering that Mitel provides.

 

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Customer details at your fingertips

Mitel’s seamless integration with back-office systems – such as customer relationship management (CRM) systems – automatically presents agents with critical customer data on their screens as calls and multimedia contacts arrive.

This seamless information flow lets agents give customers the information they need, when they need it – boosting customer satisfaction and loyalty while supporting ongoing business success.

Prioritise key clients

The oft-quoted rule of thumb still applies that 20 per cent of your customers typically generate 80 per cent of your revenue. That’s why it still makes sense to develop a superior level of service for top-tier customers.

Mitel Contact Centres lets your businesses profile customers from whatever touchpoint they use to connect with you. So you can quickly identify top-tier customers and prioritise their position in the queue – or even make sure your top agents handle them personally.