Contact Center Management
Streamline management, enhance relationships
As a contact center manager, you know that meeting service level commitments and customer expectations is a daily, hourly, even minute-by-minute challenge. And it’s a challenge that’s becoming increasingly complex.
Having agents with the right skill sets on the job at the right time is just the beginning. You also have to match callers with the agents best able to help them – with minimal delay. It means you need to know what’s going on in real time and have the power to adjust your operations immediately. And it means you need to equip your agents with advanced tools and access to information so they can efficiently manage calls and serve customers – including those who contact you by email, fax or while on your web site. And at the end of the day, it means you need to know and demonstrate that you’re meeting service levels and delivering value to the enterprise. Which is where Mitel® 6100 Contact Center Solutions come in.
Evolve capabilities with web-based flexibility
Mitel 6100 Contact Center Solutions combine robust communications platforms, automatic call distribution (ACD), and a modular suite of feature-rich, web-based applications for streamlining contact center management and enabling advanced multimedia customer transactions. Mitel 6100 Contact Center Solutions give you the flexibility to add and integrate increasingly sophisticated capabilities as your needs change and grow. Web-based and multilingual, these applications are designed with the end user in mind. They deploy rapidly – no client software is required – and they support universal access, enabling your supervisors to manage, monitor and control contact center operations from any computer.