Managing a Multimedia Contact Center

Mitel Multimedia Contact Center enables contact centers to handle email, chat, SMS, and open media interactions from customers. Agents handle voice, email, chat, SMS, and open media interactions using Ignite.

Within Ignite, agents and supervisors can monitor contact center activity and interactively manage interactions. Supervisors can monitor and interact with contacts and employees using Contact Center Client, Interactive Contact Center, and Interactive Visual Queue.

Multimedia interactions are routed using workflows, created using a visual, intuitive interface. Also included in Multimedia Contact Center is a Contact Us page that can be used by contact center website administrators to add live wait time statistics to their corporate website page, enabling customers to select their preferred communication method based on media type availability. Multimedia reports and charts provide valuable information by summarizing agent, employee, queue, and contact center performance.

To know more about how to manage a multimedia Contact Center, see Multimedia Contact Center Installation and Deployment Guide.