MiContact Centre Business

Facilitate and unifiy all communications including calls, text, instant messenger and social media giving you the ability to interact with your customer’s using their preferred method of communication, whilst driving business efficiencies through detailed reporting and workflow management.

A Modern Integrated Communications Management Platform

As a Mitel Gold Partner, Elite are perfectly positioned to provide your business with MiContact Centre Business, this omnichannel customer management platform is designed to enhance customer experience and improve consumer communications for businesses of all sizes. This can help drive excellent customer service by allowing you to ensure operational efficiency and nurture strong customer relationships.

Shifting customer expectations have raised the bar in terms of how consumers expect to interact with your business. In fact, 90 percent of customers will visit a company’s website before getting in touch, and many prefer to interact through digital channels.

Having multiple ways customers can interact with your customer services and sales teams has become the norm and it is crucial to customer satisfaction that all the channels are monitored and responded to in a timely manner.

MiContact Centre Business, enhance customer experience and communications

Intuitive and Easy-To-Use

MiContact Centre Business has been specifically designed to give you everything you need to run an industry-leading customer experience centre. Features include an in-built workflow designer, IVR, contact recording, quality monitoring, workforce scheduling, historical reporting and real-time dashboards. The easy to manage interface allows managers to monitor call flows and make live changes.

With MiContact Centre Business, you can create sophisticated interaction flows without complex programming. The solution’s intuitive drop-and-drag interface allows you to create new, effective processes quickly and easily.

Because MiContact Centre Business is designed with the end-user in mind, you can provision and manage users across your entire business using the intuitive administration interface. This will reduce deployment time and reduce the need for technical IT involvement.

MiContact Centre Business, Increased productivity and 1st contact resolution rates

Increased Productivity and Improved First Contact Resolution Rates

MiContact Centre Business allows agents to collaborate instantaneously with experts to resolve customer enquiries. This means that more enquiries are resolved first time, which, in turn, leads to fewer interaction transfers and callbacks which leads to a slicker customer experience.

Using MiContact Centre Business, agents can manage simultaneous interactions on a variety of channels via a web-based desktop or if integrated, an external system such as a CRM. Providing agents with a single interface to access all relevant applications on one platform significantly improves their day to day experience, leading to a happier, more productive workforce.

Additionally, using Mitel’s REST APIs, MiContact Centre Business can integrate with many other applications (such as WhatsApp and IoT events), making MiContact Centre Business the hub of all customer communications for your business.

Connect, communicate and collaborate in a variety of environments with Micollab

Business Benefits

Wide Range of Features

Make use of a range of next-generation features including, speech recognition, custom reporting tools, workflow designer, built-in call recording, quality monitoring and many more.

Omnichannel Customer Experiences

Integrate easily with voice, chat, SMS, email, FAX, social media and third-party applications (including WhatsApp and IoT applications).

Increased Productivity

Allow agents to manage simultaneous interactions through various mediums from one intuitive system.

Intuitive and User Friendly

Equip your staff with a tool that has been specifically designed to be equally powerful and user-friendly.

Future-Proof Customer Engagement

Utilise a customer experience management system designed for the modern world, and give your customers the opportunity to contact you via their favoured devices and applications.

Optimised Resources

Give agents and supervisors the tools to make informed decisions and provide prompt, expert service.

The Highest Levels of Customer Service

Enjoy thorough and expert support – Elite Group's support staff will get your solution up-and-running quickly and provide effective support on an ongoing basis.

Technical Checklist

  • Omnichannel Case Management - Voice, Chat, SMS, Email, Fax, Social Media, and third party media
  • Advanced customisable real-time dashboards, calls flows and reporting
  • Scheduled and real-time call backs
  • Built-in call recording
  • Speech recognition and text-to-speech
  • Integration with MiVoice Business and MiCloud Flex
  • Silent Monitoring and Call Barging
  • Self-service IVR

“The hosted private cloud service from Elite Group is providing huge commercial benefits to our operations in the UK, China and UAE.

Digital transformation has enabled the Roxor Group to consolidate our IT systems and increase our competitive edge in an already challenging market. It has also enabled our board of directors to make commercial decisions, quickly and with confidence”.

Nick Massarella - IT Director - Roxor Group Ltd.

Why choose Elite Group

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Security

IT Security is our number one priority with dedicated engineers and support teams maintaining the highest levels of security 24/7.

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Collaboration

Elites partnerships allow us to provide individualised collaboration platforms to suit your business.

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Productivity

Increase productivity with bespoke communication systems and platforms creating a more efficient workforce.

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Profitability

Elite provide more efficient and productive communication and collaboration networks, generating greater profitability.