OpenAir Technologies, Inc.
1801 Robert Fulton Drive
Suite 240
Reston, VA 20191
ph: (703) 673-7900
fax: (703) 935-1366
support
Mitel Call Centers
Mitel Contact Center Solutions enable you to enhance customer service while minimizing contact center costs. They allow businesses to handle customer inquiries quickly and efficiently, and empower managers to improve business processes.
Businesses come in all sizes and their contact center requirements and capabilities vary greatly. To meet the scale, feature and price point requirements of all formal contact centers Mitel’s Contact Center Solutions are offered in two packages:
Contact Center Business Edition
Mitel Contact Center Business Edition is designed for single-site contact centers with 25
or fewer agents. This value-packed, out-of-the-box solution offers you a selection of the most frequently used applications from Mitel’s Contact Center portfolio. It delivers:- Award-winning graphical agent desktop
- Core set of historical and real time reports
- Consolidated agent and queue management
- Rich voice automatic call distribution (ACD) functionality
- Intelligent, advanced call routing options and interactive voice response (IVR)
Contact Center Business Edition combines robust communications platforms (Mitel 3300 IP Communications Platform (ICP) and Mitel 5000 Communications Platform), automated call distribution (ACD) software that resides on the communications platform, and a modular suite of feature-rich, web-based applications that reside on the enterprise server.
CONTACT CENTER MANAGEMENT
Mitel Contact Center Management is the foundation for the Mitel Contact Center Solution. It provides advanced, browser-based tools for reporting on and monitoring all agents and queues, over any date and time horizon.
Contact Center Management enables you to:
- View historical events for a particular date, in simulated real time
- Monitor all contact center activities for queues and agents in real-time
- Capture detailed and accurate reports on queue and agent performance
- Forecast the number of agents required to meet service level goals based on historical data and "what-if" scenarios
- Send online messages/broadcasts to agents and supervisors quickly and securely
- Configure the database and control user access to applications and devices
- Have an overall view of trunk traffic with the Mitel Traffic Analysis option
- Integrate with Microsoft® Office Communications Server 2007, so agents can see the real-time presence of both internal and external product experts, and instant message them or call them, to deliver first contact resolution to callers.
Contact Center Management is available in Business Edition and Enterprise Edition. Contact Center Management Enterprise Edition provides all of the functionality described above, plus the following additional features:
- Flexible reporting – option that enables supervisors to generate tailored reports that display only relevant statistics and reduce information overload.
- Virtual contact centers – support for multi-site, geographically dispersed contact centers that deliver quick contact resolution by routing calls to the best skilled agents irrespective of the agent’s geographic location. This is delivered using a single-server configuration to minimize overhead costs.
- ACD resiliency – In the event of a controller/network failure, IP phones automatically re-register with a secondary controller, allowing phones to remain in service
- High availability –leverages Microsoft® clustering to ensure fail-over to a secondary server for the contact center applications, upon the failure of the primary server in the event of a network outage or planned server maintenance
Mitel Business Dashboard
Would you run your web site without being able to obtain data on how many unique visits you receive, how long people stay, and where they go? No! So, why would you accept any less with your phone system?
Mitel Business Dashboard gives you both a complete real-time and historical view of what is happening on your Mitel communications system so that you can:
- Optimize your use of both employees and system resources
- Measure customer response to marketing and sales campaigns
- Monitor employee performance and identify opportunities for improvement
- Identify opportunities for cost savings
With Mitel Business Dashboard you can answer questions like:
- How many people called your business yesterday?
- Are any of your trunks being underutilized – is this an opportunity for cost savings?
- Are your business hours appropriate for when customers are actually calling?
- Are you spending your marketing dollars effectively, and which programs are getting the best customer response?
- How quickly are calls being answered?
Mitel Call Accounting
Mitel Call Accounting is a comprehensive call costing solution that is available as either a single site or multi-site solution, and can optionally be integrated with Mitel Contact Center Management. Robust and reliable, it enables you to monitor and control telecommunication costs and give you a true picture of how much money is being spent and who is spending it.
Call Accounting enables you to:
- Monitor usage and establish call patterns for departments and work groups
- Track, report and control telecommunication costs
- Perform cost recovery and carrier bill reconciliation
- Know if costs are excessive because employees are sharing toll free lines, calling restricted numbers, or calling their friends long distance
Two optional modules are available with Call Accounting:
- Mitel Subscriber Services – enables you to charge back departments, employees and customers using markup or discount pricing
- Mitel Traffic Analysis – helps you to determine if you are using your incoming, outgoing, and bi-directional trunks efficiently
Benefits
With Call Accounting you will be able to:
- Incorporate data from multiple telephone systems to get the "big picture"
- Manage call flow and schedule staff when they are needed
- Know the distribution of telecommunication costs across departments and work groups and verify carrier bills
- Know the availability of your employees, who they are speaking with, and how long they have been talking
- Resolve misuse of the telephone system
- Produce flexible rate tables that are tailored to the organization
OpenAir Technologies, Inc.
1801 Robert Fulton Drive
Suite 240
Reston, VA 20191
ph: (703) 673-7900
fax: (703) 935-1366
support
