Contact Center
MiContact Center Enterprise
Deliver consistent customer service across voice, email, SMS, web chat, and social media from a unified platform with skills-based routing, workflow automation, and enterprise-grade analytics.
Large-scale omnichannel contact center
Built for multi-site, multi-tenant, and high-availability environments with open API architecture. Integrates with MiVoice MX-ONE and MiCollab. Distinct from Mitel CX, which is optimized for organizations with up to 1,200 agents.
Features
- Data-driven skills-based routing across all media channels
- Workflow designer with IVR, speech recognition, and text-to-speech
- Open Media API for custom channel integration
- Real-time dashboards and historical reporting on any device
- Mobile supervisor app for remote queue and agent management
- Integrated recording, quality management, and speech analytics (add-ons)
- Workforce management integration (add-on)
- Preview, power, and progressive dialing with campaign management
- Web and in-queue callbacks
- Mobile agent app for smartphone-based interaction handling
- Hybrid/cloud deployment with Neverfail, Azure, and VMware HA
- Native multi-tenancy for MSPs and service providers
Key benefits
- Faster resolutions and happier customers across every channel
- Scale confidently without compromising architectural control
- Empower mobile agents and supervisors with real-time tools
- Flexible deployment and licensing aligned to compliance needs
- Deep CRM, WFM, IVR, and ERP integration via open APIs