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.
Pricing starting from:
N/A
- Free Trial
- Subscription
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Key benefits of MiContact Center
Devices
Business size
Markets
Supported Languages
Pricing starting from:
N/A
- Free Trial
- Subscription
Compare with Popular Alternatives
Images

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
Alternatives
Zendesk
Zoho Desk
LiveAgent

Bright Pattern
Reviews
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Software buyers need your help! Product reviews help the rest of us make great decisions.
Write a Review!- 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
- 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
- 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.Q. What type of pricing plans does MiContact Center offer?
MiContact Center offers the following pricing plans:
- Pricing model: Subscription
- Free Trial: Not Available
Contact Mitel for a custom quote based on business size.
Q. What are the main features of MiContact Center?
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
Q. Who are the typical users of MiContact Center?
MiContact Center has the following typical customers:
Small Business, Large Enterprises, Mid Size Business
Q. What languages does MiContact Center support?
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
Q. Does MiContact Center support mobile devices?
MiContact Center supports the following devices:
iPhone
Q. What other apps does MiContact Center integrate with?
MiContact Center integrates with the following applications:
AuguTech, InGenius, Tigerpaw, WebRezPro
Q. What level of support does MiContact Center offer?
MiContact Center offers the following support options:
Online Support, Phone Support
Related categories
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