Solutions · Contact centre
A contact centre for every channel
An omnichannel contact centre brings phone, email, chat, SMS and social media together, so that customers get answers where they are and your staff get a full overview.
What we do
The right enquiry to the right person, in every channel
An omnichannel contact centre brings all channels together, routes each enquiry to the person best placed to handle it and gives supervisors real-time figures. We help you choose it, build it and run it.
Our first choice is the new Mitel CX, with AI and automated workflows in Mitel Workflow Studio. Mitel CX works on top of PBXs such as MX-ONE, OpenScape 4000 and OpenScape Voice, and can run on your own servers or in the cloud. We also work with Artvise and Enghouse Trio, and with our iComCloud service we can run the contact centre for you as a private cloud.
What’s included
- Phone, email, chat, SMS, video and social media
- Skills-based routing of enquiries
- Callback instead of queueing
- Real-time reports and dashboards
- Recording and quality monitoring
- Integration with CRM systems such as Salesforce, Microsoft Dynamics and Lime CRM
Benefits
What you get
Happier customers
Shorter waits, and answers in the channel the customer chooses.
More productive staff
One interface for all channels, with the customer’s history in one place.
Real-time control
Supervisors see queues, response times and workload as they happen, and can redirect resources.
AI when you are ready
AI agents and AI assistance can be added when it suits you. Read about AI and automation
Platforms and deployment
Choose your platform and deployment model
Mitel CX
Mitel’s platform for every channel, with AI agents, an AI assistant, reporting and workflows in Workflow Studio. On your own servers or in the cloud.
Artvise
Contact centre and case management in one, for organisations with many cases and case handlers.
Private cloud with iComCloud
We run the contact centre for you as a private cloud hosted in Sweden, so you don’t need your own servers.
How we work
From the first conversation to day-to-day operations
01
Discovery
We review how you work today, which systems you have and what you want to achieve.
02
Proposal
You receive a concrete proposal covering technology, timeline and cost, and we explain our choices.
03
Implementation
We install, integrate and test, and we train your users and administrators.
04
Operations and support
After go-live, we stay with you for support, updates and further development.
Common questions
Frequently asked questions about contact centres
Which platform suits us?
Mitel CX suits you if you want every channel and AI on top of an MX-ONE or OpenScape, on your own servers or in the cloud. Artvise suits you if many calls become cases that case handlers need to follow up. We review your workflows and recommend what fits.
Can we keep our PBX?
Yes. Mitel CX works on top of MX-ONE, OpenScape 4000 and OpenScape Voice, and Artvise connects via SIP or API.
Can the contact centre be connected to Teams?
Yes. Mitel CX can show Teams presence and connect to Teams via Direct Routing and an SBC. We explain how in the guide Mitel CX and Microsoft Teams.
Can customers avoid waiting in a queue?
Yes. With callback, customers keep their place in the queue and are called back in turn.
Can the contact centre be connected to our CRM?
Yes. Mitel has ready-made integrations with Salesforce and Microsoft Dynamics, among others, and other systems can be connected via API.
Further reading
Guide
AI in the contact centre: what it can do and how to get started
What AI actually helps customer service with, and what a good rollout takes.
Guide
Mitel CX and Microsoft Teams: how they work together
How the contact centre and Teams fit together, and what needs to be checked.
Solution
Integrations and APIs
Telephony and contact centre connected to your CRM, case management, sign-in and business systems.
Solution
AI and automation
AI assistance and automated workflows in customer service with Mitel CX and Mitel Workflow Studio.
Solution
Teams Phone
Make and receive calls directly in Microsoft Teams, with Direct Routing via AudioCodes and a connection to your PBX.
Solution
Support contracts and managed services
Support contracts with agreed response times, so that your communications work every day.
Let’s talk about your communications
Tell us where you stand today with your PBX, Teams or contact centre, and we will come back to you with a proposal. It costs nothing to ask.