Mitel
350 Legget Dr.
Ottawa, ON, K2K2W7, Canada

http://www.mitel.com


Product Name: Mitel Customer Interaction Solutions

Because of its modular design, the Mitel Customer Interaction Solution can grow with a contact center as call volumes and the need for increasing levels of sophistication increase. The suite is based on Microsoft .NET architecture and uses Microsoft tools such as Exchange, Outlook and Office to provide multimedia contact center management applications that are both familiar and easy to use. Voice interactions can be seamlessly integrated to fax, e-mail and chat and routed to agents based on skill sets and the company’s business rules. Mitel’s Walk-in Distribution uses traditional ACD routing algorithms to route in-person walk-in clients to the first and most appropriate counter agent available across multiple disciplines. In combination with the routing of walk-in clients, the application also supplies the historical reporting and real-time monitoring of the counter agents who service your customers. Walk-in traffic becomes just another form of media that can be processed in conjunction with voice, e-mail, Web chat and fax.