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Mitel Debuts Latest Release of MiContact Center

By Craig Galbraith
February 12, 2014 - News

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Mitel has unveiled the latest version of its contact-center solution that aims to help businesses simplify how they interact with their customers.

MiContact Center 7.0 includes mobile chat and self-service features as well as outbound capabilities that are designed to boost sales and drive lead generation.

"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," said Todd Simons, director of product solutions, Mitel. "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 website along with estimated wait times, empowering customers to decide how they contact the business."

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. With MiContact Center Outbound, businesses can boost sales, drive lead generation, and keep agents busy with outbound interactions and campaigning capabilities while facilitating first-contact resolution and business process compliance through agent scripting functionality, Mitel said.

MiContact Center is one of three flagship product lines for Mitel, along with MiVoice and MiCollab. Together, these solutions aim to help organizations connect employees, partners and customers to enable collaboration and spur innovation.

Follow senior online managing editor @Craig_Galbraith on Twitter.

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