Call And Contact Centre Solutions

Get the best in customer communications with a range of Mitel call and contact centre solutions


Contact Centre Solutions
IT Support Services

mitel Unified communications

Mitel Contact Centre
Plans & Solutions

MiVoice 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

Providing advanced features, 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

MiVoice Connect

MiVoice Connect Contact Centre is an entry-level solution providing voice, chat, and email capabilities for those seeking a flexible and scalable on-premise MiVoice Connect system.

MiContact Centre Business

MiContact Centre Business is the omni-channel Contact Centre solution for the premium on-premise MiVoice Business system, suitable for enterprise-level organisations.

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 touch points.


Contact Centre Solutions
Contact Centre Solutions

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.

Contact Centre Solutions


Don’t Just Take Our
Word for it

David Abela

Finance Manager, Proximo Spirits Australia

First Focus has been helping this business with our IT needs for almost 10 years. As we have grown and gone through changes, First Focus have helped every step of the way and ensured our systems are up to date with a constantly evolving IT environment. Their service and knowledge is exceptional and their constant monitoring of our IT environment means we can all focus on our core business.

Michael Feliciano

Director of Corporate Services, Royal Australasian College of Dental Surgeons

When COVID hit, First Focus swiftly implemented a number of projects to improve the security and stability of our IT systems and support a remote work environment. I highly recommend First Focus to any company that wants a future-facing IT infrastructure managed by people you can trust.

Chen Chen

IT Infrastructure Manager at Australia Post FDS

As a division of Australia Post we must maintain a high level of security to protect customer data and the First Focus’ Managed network and Firewalls provide us with this. The level of support they provide for our cloud infrastructure is second to none, which is crucial to the continued day-to-day operations of our business.

Nayyar Ghaznavi

CIO at Rexel Holdings Australia

The team at First Focus have developed a strong relationship with Rexel Holdings Australia which has led to us outsourcing a number of services to them, the largest of which is the SD-WAN. The First Focus team are collaborative and engage extremely well with our team and our extended partner network to deliver quality outcomes.

Drew Auld

CIO, Nesuto Australia and New Zealand

First Focus provides excellent technical support, and I can always count on friendly and expert advice from the whole team.

Luna Lu

Executive Assistant, CI Australia PTY LTD

CI Australia started working with First Focus in 2019. We were looking for an MSP that could deliver increased service quality with pricing that matched our budget. First Focus was originally in our top three preferred providers. What really helped them stand out was their proposal – there was no over- or under-scoping – and their reputation for good people and services.

Kate Smart

Renu Energy

We are happy with First Focus' attentiveness and availability of TAMs and support techs. Their ability to identify problem areas and working to resolve in a timely manner exceeds our expectations. Although we have been faced with some on-boarding issues, First Focus have been dedicated to working with us to rectify these issues and undertaking process improvement where needed.

Philip Haines


Over the past 15 months, First Focus has steered us out of an ‘IT abyss’ and onto a path that will support our growth and development plans for future years.

Mike Wells

General Manager, Ranbury Management Group

Since we started working with First Focus, we now have a robust cloud-based ICT environment. Our team are not bound to an office and have the freedom to work effectively from anywhere. Our tech isn’t a bottleneck holding us back. Now it supports our business and our people.

Caitlin Hughes

Corporate Services Manager, Harrier Group

Our people now trust their IT. They don’t have to spend hours researching IT answers because they trust that when a call is logged it will be resolved. I’ll recommend First Focus to anyone because I know that they’ll be in good hands.

Adam Butler

Technology Manager, Redlands College

First Focus aren’t just suppliers, they think about the desired outcome and suggest the best way to overcome the problem.

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.

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.

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.


Contact Centre Solutions