Mitel has retooled its MiContact Center portfolio and formed a new reseller agreement with global workforce management provider Teleopti, offering a suite of scheduling products.
The new release of MiContact Center Solidus features multi-language advanced multimedia capability with multi-platform email support for any SMTP server, an improved integrated interaction workflow designer, searchable chat/email history and social and enhanced blending for common agent handling of all media types.
Mitel has expanded the scalability of MiContact Center Enterprise Edition and introduced a replay capability.
Enhancements to MiContact Center Outbound include three-way conferencing for agents, dynamic calling party number presentation, intelligent time zone scheduling, call recording integration, voice resiliency and more.
"The contact centre market is dramatically different than it was even two years ago, with a radical shift in terms of where customer conversations are happening and the increasing use of non-traditional platforms like chat and social," said Ron Wellard, Chief Products and Solutions Officer, Mitel.
"These shifts create a fantastic opportunity for contact centres to drive a new level of customer engagement and experience to improve satisfaction, loyalty, and spend while lowering operational costs and complexity."
Industry analyst Sheila McGee-Smith said: "With consumers rapidly shifting to digital channels for interactions, constant enhancements to multi-channel capabilities are essential, as are workforce optimisation tools to manage how agents performing mobile, social and other web-based transactions are scheduled and managed."