Mitel's MiContact Center Live Launches to the Cloud

Mitel has announced the launch of MiContact Center Live, a cloud-based customer care platform that provides companies with tools to help them engage their customers.

MiContact Center Live is designed to offer full enterprise-class customer care solutions to businesses of all sizes, thanks to the scalability offered through the cloud subscription model. The subscription model supports growth and provides support for seasonal business spikes, while removing upfront investments and providing the latest tools and software as they become available.

Mitel's new service also provides an advanced agent desktop, which unites communications from multiple channels into a single agent experience. This provides a more seamless service for the customers, as they can access agents through whichever means they prefer. This includes integration with leading CRM software, as well as tools for escalating communications across media channels. Among its features are outbound capabilities, call recording, and screen recording.

"Mitel is joining other telephony call center vendors in supporting more flexible, UC-enabled customer services through cloud-based software applications by using LiveOps' established cloud platform," states Art Rosenberg, UC Expert at UCStrategies. "This move will particularly facilitate mobile customer personalization by enabling customers to use the mobile device of their choice (Consumer BYOD), in conjunction with online applications that will be more available to mobile customers and more easily maintained and customized in a virtualized cloud environment. Mobile customers will benefit further by being more accessible and responsive to personalized, proactive notification contacts from automated customer care applications, better known as Communications Enabled Business Processes (CEBP)."

Rosenberg goes on to add: "Mitel has also 'unified' the customer-facing agent desktop to support all modes of interactions with live assistance ('Click-for-assistance') that a customer will dynamically require, especially when using multimodal mobile devices. Mitel is capitalizing on using a WebRTC client for real-time connections with agents or experts, rather than legacy PSTN connectivity. The combination of centralized customer information and real-time contextual activity data from self-service applications will make mobile customer 'click-for assistance' both simple and operational efficient for improving the customer experience."

As MiContact Center Live provides full multi-channel support, it allows customers to communicate with agents through the method that they prefer. This includes social media channels, as well as phone, email, and even text messaging. As customers tend to have their preferred methods of reaching the support, enabling customers to seamlessly communicate on any channel of choice is a plus for businesses, as it leads to satisfied customers.

The service is available in the U.S. now, and will be launched in more countries over the next year. For more information, visit www.mitel.com.