Marketing description

Interactive Voice Response (IVR) and advanced routing help you to intelligently manage callers and their expectations, provide options for self-service, and deliver announcements to callers in queue, such as expected wait time and position in queue. An intuitive drag and drop graphical user interface allows you to quickly and easily build and manage call flows.

Key selling points

• Advanced routing
• Geographic redundancy
• IVR script engine
• Outbound dialing
• CRM integration
• Advanced reporting
• Multimedia routing
• Real-time management
• Unified desktop
• Multiple music sources
• Overflow and interflow

Product features

• Advanced routing
  Improves the customer experience by giving the appropriate call routing options to customers, including dialed number identification service, menu selection, automatic number identification, customer, time of day, calendar service level, priority and skills-based routing.
• Geographic redundancy
  The hot-standby supports highly reliable deployments and disaster recovery.
• IVR script engine
  A flexible solution to service callers according to their needs or importance to the company, or to introduce self-service options that help reduce agent resource requirements. The graphical scripting interface is easy to use so organizations can create powerful routing rules to improve the customer experience.
• Outbound dialing
  Powerful outbound campaign capabilities support preview and progressive dialing campaigns for quick and easy customer outreach. In addition, caller-requested call backs and abandoned call backs provide options to waiting in queue, and a way to reach out to callers who hang-up while waiting.
• CRM integration
  Incorporate customer-based information into call routing decisions by mapping the customer's information to information in the enterprise database. In addition, desktop integration automates routine agent tasks, and reduces costs with instant access to customer records when the call arrives.
• Advanced reporting
  This advanced reporting solution features pre-built performance reports, an easy to use customization tool for supervisors, and a rich, open call detail interaction database that can be mined for advanced business intelligence.
• Multimedia routing
  Expands the service options from just voice-alone to support customers that want to communicate via email or Web-based chat.
• Real-time management
  A comprehensive view of current activity and tools for correcting identified issues.
• Unified desktop
  Includes a singled unified desktop client for agents, Mitel call manager, which provides telephony, call center, presence, video, instant messaging features and more.
• Multiple music sources
  Customizable music-on-hold sources based on the type of service being provided.
• Overflow and interflow
  Automatically apply additional resources to calls waiting too long, or divert callers to alternative service options.