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.
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 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 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.
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.
Integrate easily with voice, chat, SMS, email, FAX, social media and third-party applications (including WhatsApp and IoT applications).
Allow agents to manage simultaneous interactions through various mediums from one intuitive system.
Equip your staff with a tool that has been specifically designed to be equally powerful and user-friendly.
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.
Give agents and supervisors the tools to make informed decisions and provide prompt, expert 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.
“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”.