MiContact Center Business
Release 10.2 Product Overview
Mitel MiContact Center Business is designed to meet the needs of today’s modern consumer. It offers omnichannel skills-based routing for voice, email, chat, SMS, social media, and open media. This allows businesses to provide great self-service, inbound, and proactive outbound customer communications.
The system also includes customizable real-time dashboards, historical reporting tools, highly customizable interaction routing, outbound and interaction recording, quality management, workforce management, high availability, and CRM (Customer Relationship Management) integrations. With MiContact Center Business, modern businesses can transform from offering voice-only customer experiences to next-generation digital omnichannel experiences.
What’s new in MiContact Center Business (MiCC-B) Release 10.2?
It is assumed all MiCC-B R10.2 features apply to all offerings, including MiCC-B for MiVoice Business and MiCC-B for SIP platforms (MiVoice Office 400, MiVoice 5000, MiVoice MX-ONE), unless otherwise explicitly stated.
• Ignite Enhancements
- · Embedded Softphone
- · Option for Navigate to conversation on Accept
- · WCAG Support for CloudLink Chat Overlay
- · Web Chat Customization
- · TECH PREVIEW: Web Ignite NG
• Reporting Enhancements
- · 3rd Party BI Engine Template for Multimedia
- · 3rd Party BI Engine Template for MiVB IVR/Hunt Group/Port Utilization
- · 3rd Party BI Engine Template – Read-only 360-degree view of MiCC Configuration
• Security and Performance
- · FreeSWITCH v1.10.11
- · CONTROLLED INTRODUCTION: Support for OpenScape Voice and OpenScape 4000
