An excellent, upgradable solution for call centres - providing powerful, integrated tools for enhanced call & media routing, agent automation, contact centre management and reporting.
Contact Centre technology, once only a niche market for larger organisations, is now sensibly priced to allow all businesses to implement sophisticated contact centre call management and reporting in smaller sales or service related departments within a business. It is aggressively priced down to as few as 5 agents.
Real-time activity monitoring
Mitel 6110 Contact Centre Management (CCM) application is the core component to efficiently handling your contact centre operations. It allows supervisors to generate detailed historical reports, monitor real-time contact centre activity, and forecast contact centre requirements via the Web. It also optimises operational efficiency through precise management of mission-critical contact centre activities.
Mitel 6110 CCM is a browser-based solution providing supervisors and managers advanced capabilities to:
- View, generate, schedule, & share up to 250 different report types across all contact centre elements over any date & time horizon
- Perform real-time monitoring of contact centre activities, including queue & agent status, average wait times, real-time queue statistics, & more
- Accurately predict future call volume & agent requirements based on historical activities & ‘what-if’ scenarios, ensuring that your contact centre resources are in the right place at the right time
- Utilise real-time, on-screen text chat & broadcast capability between supervisors & agents
6110 contact centre management*
- Reporter
- Report over any date & time horizon
- Customised reporting ‘on-the-fly’
- Each user can schedule own reports
- SuperAdvisor
- Real-time displays of agent activity
- Real-time displays of call activity
- AgentAdvisor
- Customisable agent desktop reader board display
- Agents can view other agents in real-time
- SuperAuditor
- Real-time play-back of historic data
- Allows roll back of activities to a particular time and date
- Playback in real time or fast forward
- Allow for real-time auditing and corrective action to be applied
- Chat Line
- Broadcast service alerts
- Coach agents
- Send messages
- Agents requiring help can consult a supervisor for immediate feedback
- Forecasting - 4sight
- 4Sight accurately predicts resource requirements
- Accurately estimates the three components of call load, talktime, wrap up time and call volume
- Wallboarder
- Supports Spectrum multi colour, multi-line displays
- Flexible threshold-based messaging
- Second-by-second call agent activity
- Allows priority message scheduling
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These applications extend the features and functionality found in the 6110 CCM, by enabling supervisors to monitor, and react to contact centre and agent activity across multiple sites and / or switches.
You can use any of these versatile add ons to enhance your 6110 CCM system, which will provide further control, and additional options for even more efficient operations.
6120 Contact Centre Scheduling Solution
User-friendly scheduling, helping meet forecasted requirements. Includes shift, daily, weekly, or monthly variables while taking into consideration lunch, breaks, training, holidays, etc.
- Efficient schedule by assigning tasks to agents based on their skill set
- Store employees skills & details
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6150 Multimedia Contact Centre Solution
Seamlessly integrates multiple media forms for improved customer responsiveness. Includes email, web chat routing, reporting & real-time monitoring.
- Automated routing of multimedia contacts to the longest idle agent
- View, generate, schedule, & share reports across all multimedia
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6115 Interactive Contact Centre Application
An easy to use browser based tool allowing supervisors to manage ACD queues. Helps react to changing call volumes for greater efficiency.
- Open or close ACD queues based on business requirements
- Enable ‘Do Not Disturb’ or ‘Make Busy’ on specific queues
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6140 Agent Portal
Displays caller information through PC pop ups retrieved from database at the time of call. Gives the agent full efficiency and customer satisfaction.
- Provides full customer history at the time of call instantly
- Saves valuable contact centre seconds on every call
- Quicker servicing for customers
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6160 Intelligent Queue Solution
Helps service incoming calls quickly and efficiently with this browser based announcement solution.
- Create & serve static and custom recorded announcements to callers in queue
- Provide callers with expected wait times & position in queue
- Provide callers with time of day / day of week / exception based messaging
- Guide callers to the information, extension or ACD path that best meets their needs
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