Contact Center Applications
MiContact Center Office Edition enables you to efficiently monitor, manage, and route calls, with real-time business intelligence, including call performance and agent activity reporting, and also delivers agent productivity tools, including screen pop and Personal Information Manager (PIM) integration.
MiContact Center Office Edition provides:
- Hunt/ring group-based routing and longest idle routing of calls
- MiContact Center Office Clients to improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
- MiContact Center Office Reporter Pro to deliver historical and real-time management reporting and call recording capabilities
Optional modules are available to address more advanced requirements:
- Intelligent Router – provides advanced options such as routing by skills set or look-ahead routing, which changes the route a call takes based on real-time performance indicators.
- Media Blending – a flexible approach to contact and availability, allowing you to route media such as email, fax, and SMS text (using appropriate gateways) as email to agents, in the same manner as voice calls.
MiContact Center Office Client
MiContact Center Office Edition provides tools that enable your team to become more productive and deliver superior customer service. It’s available in two packages:
- Connection Assistant – allows agents and supervisors to control their telephone extension from their computer and monitor the call status of their colleagues. Automated dialing, enhanced call control, and screen pops through integration with Microsoft Outlook, ACT! by Sage, Telemagic, Maximizer, GoldMine, and Microsoft Access help optimize agent productivity.
- CallViewer – provides all the features of Connection Assistant and integrates with additional PIM databases. CallViewer also provides enhanced call control with features such as Do Not Disturb (DND) state control.
MiContact Center Office Real Viewer
Real Viewer is a real-time performance window for the individual agent or team leader in an informal contact center that:
- Displays real-time call, email, and agent statistics directly on your agent’s screen
- Allows call center staff to monitor their performance in real-time
- Provides extensive filter options that allow for customizable statistics
- Highlights problems as they occur using visual and audible alarms
- Assists with staff motivation
MiContact Center Office Reporter Pro
MiContact Center Office Reporter Pro provides historical and real-time reporting on over 200 filterable statistics, with over 500 real-time graphical displays and over 100 historical reports. It features extensive reporting and supervisory capabilities, including:
- Hunt / ring group reporting showing activity and performance indicators
- Agent alarms against wrap-up, free, not available, etc.
- Forecasting statistics
- DND status reporting
- Real-time statistics and graphs
- Supervisory call monitoring and control with options to answer, transfer, steal, and disconnect employee calls
- Audible and visible alarm conditions
Auto Reporter extends the functionality of this package with advanced report scheduling and publishing, real-time statistics, and alarms.
Customer Service Manager also offers integrated call recording to augment the Reporter modules with high-quality call monitoring. Call Recording delivers:
- Extensive search criteria
- Cradle-to-grave search and retrieval
- Ease of call retrieval