Mitel Enhances MiContact Center

Mitel has enhanced its MiContact Center solution with a native, end-to-end solution for Microsoft Lync that leverages the collaboration tool into the contact center to deliver a simplified, customer-centric experience through email, Web chat, or social media.

New enhancements in MiContact Center include Lync multimedia contact solutions that support customers’ choice of communication, from email and Web chat to social media interactions. MiContact Center also includes a robust interactive voice response (IVR) platform, allowing Mitel and Microsoft customers to extend and optimize their contact centers with self-service options. Another enhancement provides mobility to the contact center supervisor with tablet support for the real-time supervisor client.

"Many of our customers have made investments in Microsoft for IT and collaboration. Mitel helps those customers maximize that investment and extend the value with flexible solutions that meet their business needs," said Chris Courneya, general manager of Mitel Contact Centers, in a statement. "Based on customer conversations and with the rise in Lync adoption, we continue to build on our robust customer interaction solution so that our customers can take full advantage of their Lync solutions for the contact center. With this latest version, Mitel has what we believe is the strongest contact center solution for businesses using Lync."

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