About MiContact Center

MiContact Center by Mitel offers a number of cloud contact center solutions with varying levels of complexity and functionality based on business size and need. There are several solutions covering informal contact centers, small contact centers, large-scale contact centers, outbound contact centers, and Microsoft Lync-based contact centers. Also included in the list is MiContact Center Live, for fully cloud-based contact centers.

MiContact Center Live is fully web-based and includes an agent interface that manages interactions from voice, web chat, email, SMS, Facebook, and Twitter. This solution features a Salesforce.com open CTI integration and an open API for further integration with other 3rd party apps.

MiContact Center Live offers outbound dialing which includes preview, progressive, and predictive; inbound and ACD; intercative voice response (IVR), live dashboards, historical reporting, and call and screen reporting. This solution also includes supervisor tools such as silent monitoring and call flow authoring.

Key benefits of MiContact Center

  • Complete contact centre features: Including inbound & ACD, outbound dialing, including preview, progressive & predictive, and CTI (computer telephony integration) and IVR.

  • ACD & IVR routing: Route calls to the most appropriate agent based on skill, previous interactions and priority. Provide IVR self-service and deliver wait time/ queue position announcements to callers in queues

  • Supervisor & agent productivity: Manage all contact center and remote agents with call and screen recording, silent monitoring, silent whispering & historical reporting.

  • Multichannel ACD: Use a visual, drag-and-drop tool to integrate ACD with multiple contact points such as email, chat & social media.

  • Management and reporting
: Track business and operational performance with historical reporting, workforce management, real-time statuses, and call accounting.

  • Devices

    Business size

    S M L

    Markets

    United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico

    Supported Languages

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

    Images

    Single agent user interface for voice
    Communicate via chat
    Manage campaigns from a centralized platform
    Communicate via email
    Communicate via text (sms) and social media channels like Facebook
    Agents and supervisors can stay connected from anywhere using their smartphone or tablet
    View 7 more
    MiContact Center video
    MiContact Center screenshot: Single agent user interface for voice MiContact Center screenshot: Communicate via chat MiContact Center screenshot: Manage campaigns from a centralized platform MiContact Center screenshot: Communicate via email MiContact Center screenshot: Communicate via text (sms) and social media channels like Facebook MiContact Center screenshot: Agents and supervisors can stay connected from anywhere using their smartphone or tablet

    Features

    Total features of MiContact Center: 35

    • Active Directory Integration
    • Automatic Lead Distribution
    • CRM Integration
    • Call Center Management
    • Call List Management
    • Call Recording
    • Call Reporting
    • Call Routing
    • Call Scripting
    • Call Transfer
    • Chat
    • Communication Management
    • Contact History
    • Data Import/Export
    • Email Integration
    • Follow-up Scheduling
    • IVR / Voice Recognition
    • Instant Messaging
    • Knowledge Base Management
    • Lead Assignment
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Management
    • PCI DSS Compliance
    • Prioritizing
    • Real Time Data
    • Real Time Monitoring
    • Real Time Reporting
    • Reporting & Statistics
    • Request Routing
    • SMS Integration
    • Search Functionality
    • Social Media Integration
    • Surveys & Feedback
    • Third Party Integration

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    Reviews

    Overall rating

    4 /5
    (3)
    Value for Money
    4,5/5
    Features
    3/5
    Ease of Use
    3,3/5
    Customer Support
    5/5

    Already have MiContact Center?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 3
    Verified Reviewer
    Overall rating
    • Industry: Mental Health Care
    • Company size: 11-50 Employees
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Great Phone System with Many Features

    Reviewed on 2015/12/16

    I use the Mitel system for our treatment center and it has great functionality for our call center...

    I use the Mitel system for our treatment center and it has great functionality for our call center as well as management and supporting staff. We are still new to the system so I haven't unlocked all the features yet, but the system is robust with a lot of room to grow as my company does.

    Pros

    I love the reporting capabilities and the ability to hot swap from my cell to my desk phone while on a call.

    Cons

    Installation for multi-location has been a beast, but may be more related to the contractor than the system

    Robert B.
    Overall rating
    • Industry: Professional Training & Coaching
    • Company size: 11-50 Employees
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Reviewed on 2016/04/27

    Gurvinder S.
    Overall rating
    • Industry: Biotechnology
    • Company size: 501-1 000 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 5.0 /10

    Reviewed on 2018/12/31

    MiContact Center FAQs

    Below are some frequently asked questions for MiContact Center.

    MiContact Center offers the following pricing plans:

    • Pricing model: Subscription
    • Free Trial: Not Available

    Contact Mitel for a custom quote based on business size.

    MiContact Center offers the following features:

    • ACD (automatic call distributor)
    • Active directory integration
    • Advanced call routing options
    • Agent productivity tools
    • Agent routing
    • Agent scripting
    • Automated outbound dialing
    • Automatic lead distribution
    • Automatic speech recognition
    • CRM integration
    • CRM screen pop-up
    • CTI integration
    • Call and screen recording
    • Call center management
    • Call flow authoring
    • Call list management
    • Call recording
    • Call reporting
    • Call scripting
    • Call transfer
    • Chat
    • Communication management
    • Contact history
    • Customer callbacks
    • Customer profiling
    • Data import/export
    • Email integration
    • Email, fax, voicemail, SMS & web chat integration
    • Follow-up scheduling
    • Historical/real-time reporting
    • IVR/voice recognition
    • Inbound, outbound & blended call routing
    • Instant messaging
    • Intelligent messaging
    • Interactive visual queue
    • Knowledge base
    • Lead assignment
    • Live dashboards
    • Monitoring
    • Multi-channel communication
    • Multi-channel management
    • Multi-channel support
    • PCI compliance
    • Pre-recorded announcements
    • Prioritizing
    • Quality monitoring
    • Real time data
    • Real time monitoring
    • Reporting & analytics
    • Request routing
    • Routing options
    • SMS integrations
    • Search functionality
    • Self-service capabilities
    • Silent monitoring
    • Social media integration
    • Surveys & feedback
    • Text-to-speech
    • Third party integration
    • Unified agent desktop

    MiContact Center has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    MiContact Center supports the following languages:

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian

    MiContact Center supports the following devices:

    iPhone

    MiContact Center integrates with the following applications:

    AuguTech, InGenius, Tigerpaw, WebRezPro

    MiContact Center offers the following support options:

    Online Support, Phone Support

    Related categories

    See all software categories found for MiContact Center.