Mitel today unveiled MiContact Center 7.0, which includes mobile chat and self-service features as well as outbound capabilities.
In addition to more contact options for customers, MiContact Center now enables quicker and more immersive service by equipping agents with richer customer information collected from across all media channels. Support for mobile supervisors using real-time management applications can further streamline customer service.
The new release also includes MiContact Center Outbound portfolio, which introduces new preview and predictive dialing capabilities, as well as campaign and agent scripting capabilities.
"Finding easier ways for businesses to engage customers via their preferred media and devices is a top priority for contact centers, with a growing focus on mobile and self-service features. MiContact Center not only delivers on this, but also integrates communication across all channels to deliver a single customer experience. For example, organizations can post contact options on their Web site along with estimated wait times, empowering customers to decide how they contact the business," said Todd Simons, director of product solutions at Mitel, in a statement. "Contact centers are about providing great customer service for inbound calls and also enabling engaging outbound calls that can really add to the bottom line. MiContact Center Outbound is designed to greatly improve the outbound experience with features that can improve agent productivity for more prompt, informed customer service."
Swanson Health is among several companies already planning to expand its customer contact options with the latest version of MiContact Center. A leading natural health retailer offering vitamins, supplements and natural health products online and via direct mail, Swanson Health manages a high volume of calls, emails, and live chat sessions daily.
"At Swanson Health, we count on MiContact Center to track and analyze all our calls, emails, and chats. We are looking forward to the new features in MiContact Center, which provides even more options for our customers to contact us, including mobile chat. Furthermore, it provides new features to help our business run more effectively," said Patti Westland, director of call center for Swanson Health, in a statement.