MICONTACT CENTER ENTERPRISE
MiContact Center Enterprise
Today’s consumer is digital. They would rather interact through digital channels like email, chat, SMS text and social media. Regardless of which channel they choose to engage with you, they expect the experience to be consistent. Bolting on point solutions for each media type introduces unnecessary complications and inconsistent service. MiContact Center Enterprise is designed to give your customers consistent, quality experiences throughout their omnichannel journey.
MICONTACT CENTER BUSINESS FEATURES
- Data-Driven Skills-Based Routing
- Voice, Chat, SMS, Email, FAX, IVR, Chatbots, and 3rd party media
- Self-Service IVR
- Speech Recognition and Text-to-Speech
- Expected wait time and position in queue announcements and web display
- Workflow Designer
- Customizable real-time dashboards
- Standard and custom historical reporting tools
- Omnichannel case management
- Outbound dialing and messaging
- Google CCAI-powered Virtual Agent and Agent Assist
- Scheduled and real-time callbacks
- Agent/Supervisor instant messaging
- Mobile Agent (smartphone) and Supervisor (tablet)
- Silent monitoring / barge-in
- Built-in Call and Screen Recording
- Integrated Quality Monitoring
- Built-in Workforce Scheduling
- Integrated Workforce Management
- Standard & customized CRM integrations via REST APIs and toolkit
- Integrated with MiVoice Business, MiVoice Connect, MiVoice Office 400, MiVoice 5000 and MiCollab UC
EXCELLENT CUSTOMER SERVICE WHATEVER THE CONTACT METHOD
- Provide consistent, high quality customer service across all the contact methods that customers choose to use (phone, email, SMS text, web chat, and social media).
- FLEXIBLE DEPLOYMENT OPTIONS
- Enjoy the flexibility of deploying MiContact Center Enterprise on premise, virtualized in your data center, in a hybrid configuration or in a private cloud with native multi-tenanting.
- IMPROVE FIRST CONTACT RESOLUTION
- Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.
- MOBILE WORKFORCE
- Agents stay connected and work from anywhere using a smartphone. Supervisors view real-time dashboards and make configuration changes to agents, queues, skills, and priorities on their tablets.
- OPEN ARCHITECTURE
- Achieve true business process efficiency with our open APIs and toolkits. Integrate 3rd party applications like WFM, CRM, IVR, and ERP, etc. with ease. Our Open Media API provides prioritized routing, queueing and reporting of any 3rd party media type.
- PROVIDE LOW-COST SELF-SERVICE
- Empower customers to serve themselves via phone, email or web with a virtual assistant style interface that provides answers to their burning questions.
- SCALABILITY AND RESILIENCY
- Aggregate multiple systems under a resilient network operation center (NOC) style environment for large-scale, dispersed deployments of up to 30,000 concurrent agents.
MANAGE YOUR OPERATIONS
Successfully manage you customer experience center with real-time dashboards, historical reports, and business analytics. Display contact volume, service level, agent and queue performance metrics on any device, including tablets.
UNIFIED AGENT EXPERIENCE
Empower agents to handle contacts from all media channels including inbound/outbound voice, email, web chat, SMS, and social media from a single agent interface.
PROACTIVE CUSTOMER ENGAGEMENT
Equipped with preview, power and progressive dialers, MiContact Center Enterprise provides a platform for proactive customer engagement that increases customer loyalty and uncovers new revenue opportunities.