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SOLUTIONS - MITEL CONTACT CENTRE
The cost of deploying sophisticated contact center management solutions is a barrier for contact centers, regardless of their size. Customers, both internal and external, expect agents to be responsive and will accept nothing less than the highest quality of service.
As a result, contact centers require a solution that is easily and efficiently implemented, and provides supervisors with integrated tools for managing, reporting and forecasting contact center performance.
Effective contact center management means having the right resources in the right place at the right times to handle an accurately forecasted workload at service level with quality.
To manage contact center agents and call processing efficiently, the manager must know:
What has happened? Historical Reporting and Monitoring
What is happening? Real-Time Monitoring
What will happen? Agent Forecasting
To determine the right balance between the agents scheduled and the service provided to
customers, you need a systematic planning and management strategy — and the right
management information system (MIS) software package.
Telinet can advise you if this is the right solution for you and what your business is trying to receive. To contact Telinet call 0800 082 7001 or we can contact you.
Contact Center Benefits
The 6110 Contact Center Management solution provides contact centers of all sizes with management tools that enable supervisors to:
• Respond instantly to changing traffic volumes and ensure service levels are maintained
• Ensure agents adhere to their shifts and meet performance standards while on the job
• Capture detailed and accurate information on queue and agent performance and readily share this information with others in their organisation
• Accurately forecast the agents required to meet future traffic volumes
• Coach and motivate agents to optimize service and develop new skills
• Easily configure the database and control user access to applications and devices
Mitel Networks Response
The Mitel Networks™ 6110 Contact Center Management solution provides advanced, browser-based capabilities for:
• Historical reporting on all agents and queues over any date and time horizon
• Viewing the historical events for a particular date, in simulated real time
• Real-time monitoring of all contact center activities for queues and agents
• Forecasting the number of agents required to meet service level goals based on historical data and "what-if" scenarios
• Sending online messages/broadcasts to agents and supervisors quickly and securely
Telinet is an Mitel business partner
Telinet specialise in reducing the total cost of ownership of telephony
Telinet can offer you a free telecommunications audit
Telinet is an industry thought leader, working closely with manufacturers and has written a publication entitled "A Guide to Voice over Internet Protocol", in conjunction with Mitel.
To receive your free copy please click here.
Call us now to discuss how Telinet can help you with Mitel products
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Telephone Systems
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IT Services
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