Today’s customer has changed – have you? One-third of the population is comprised of millennials, and there are now almost as many

mobile phones in the world as there are people. Such shifts have brought new challenges to the way your business delivers customer experience – for instance, 90 percent of consumers check your website before interacting with your company, and the majority of customers would rather interact through voice alternatives like email, chat, and self-service. That’s why Mitel’s MiContact

Center Business platform is designed to power prompt, informed interactions between your mobile enterprise, mobile agents and supervisors, and mobile end customers.

MiContact Center BusinessFor the MiVoice Business Platform

2 | Mitel

It requires that you• Empoweryourcustomerstobeservedthewaytheyprefer,and

deliveraconsistentcustomerexperienceacrossallchannels

• Enableemployeestohandlecustomerinquiriesquicklyandefficiently

• Breakdownsiloswithinyourbusinessthatpreventcustomersfromgettingtherightansweronthefirsttry,everytime

The payoff

An innovative customer experience is a competitive

differentiator that attracts new customers, and engaged

customers have been proven to spend more money and

more frequently.

Empower your customers

GIVE CUSTOMERS CHOICE ON HOW THEY COMMUNICATE

Customers want options on how they can communicate

with you. Voice, email, Web chat, SMS text, fax, and social

media are all desired means of serving your customers,

provided you are just as responsive to these media as

you are to phone calls. Mitel’s MiContact Center Business

solution allows you to efficiently integrate and maintain

service levels across all media.

MANAGE CUSTOMER EXPECTATIONS

Managing customer expectations is key to increasing the

probability that a customer will stay in queue, and will

remain a satisfied customer who wants to do business

with you in the future. MiContact Center Business keeps

customers well informed, providing estimated wait time

messaging and continuous position in queue updates.

Customers can access real-time estimated wait times from

business’ corporate Websites for all medias, enabling them

to make informed decisions about how to reach a company.

They are also given flexible alternatives to waiting in queue,

including queued call backs and self-service options.

PROFILE CUSTOMERS FOR THE BIGGEST RETURN

The often quoted rule still stands – 20 percent of your

customers generate 80 percent of your revenue. So it makes

sense that you deliver a superior level of service to your top tier

customers. MiContact Center Business allows you to profile

your customers, regardless of the way they contact you, so you

can easily identify top tier customers and prioritize their position

in queue, or ensure they are handled by your top agents.

Drive agent and supervisor productivity

GIVE AGENTS AND SUPERVISORS TOOLS FOR SUCCESS

MiContact Center Business delivers both Web-based

and desktop productivity tools that enable agents and

supervisors to make informed decisions and provide

prompt service. Supervisors can see and manage who is

available to answer calls and how queues are performing.

Agents can efficiently handle voice and digital media

contacts from a single application whether on their desktop

of from a Web interface – performing telephony, email,

Web chat, SMS, and social media actions using fewer steps,

with reduced errors in interaction handling for an optimized

customer experience.

Both agents and supervisors benefit from mobile contact

center capabilities. With MiContact Center Business,

they can work remotely, from home or anywhere with

an Internet connection, just as if they were in the office.

Supervisors also benefit from having access to real-time

monitoring and reporting capabilities, both Web-based

and natively on Windows 8 tablets or using VMware View

on non-Windows tablets.

PUT CUSTOMER INFORMATION AT YOUR AGENTS’ FINGER TIPS

Mitel’s seamless integration with back office systems, such

as customer relationship management (CRM) systems,

presents agents with critical customer data screen pops

as calls and multimedia contacts arrive, enabling them to

provide customers with the information they need, when

they need it. This results in greater customer satisfaction and

loyalty, as well as immediate and ongoing business success.

RESOLVE CUSTOMER INQUIRIES – THE FIRST TIME

Mitel’s ability to unify communications between contact

center workers and back-office employees provides

agents which can instantly locate, message, or conference

in subject matter experts to obtain immediate answers.

With customer profiling, intelligent contact routing, and

enterprise presence, Mitel helps agents answer customer

inquiries in a single transaction.

Streamline your operations

SEE THE COMPLETE PICTURE

Enterprise-wide historical and real-time reporting and

monitoring lets you see the big picture and the call-by-call

performance of each agent. Real-time reporting allows

you to respond instantly to changing traffic volumes

and ensure service levels are maintained. With historical

reporting you can measure and demonstrate contact

center performance against service level objectives, review

a play-by-play account of contact center events, and

identify ways to improve business processes.

Mitel | 3

MANAGE YOUR WORKFORCE

MiContact Center Business provides you with sophisticated

workforce management, agent forecasting, and scheduling

tools that allow managers to accurately match resources

to expected contact volumes as well as measure, manage,

and drive contact center performance – all of which are

key to controlling your contact center costs.

ENSURE BUSINESS CONTINUITY

Business continuity is ensured with a robust and highly resilient

solution that is designed to provide seamless and uninterrupted

service, with no loss of reporting or real-time capabilities in the

event of a hardware failure or network outage.

MiContact Center Business is also supported in virtual

environments, leveraging VMware, Microsoft Hyper-V,

and Citrix to virtualize both server and client desktops.

Virtualizing MiContact Center Business delivers capital

cost savings associated with the reduction in server

hardware and real estate; operational savings related to the

reduction in power and server provisioning costs; as well

as productivity improvements and resource efficiencies in

data center management and risk mitigation for business

continuity and disaster recovery plans.

LEVERAGE YOUR EXISTING INFRASTRUCTURE

MiContact Center Business reduces the cost and complexity

of deployment by leveraging your existing infrastructure.

Integrations are available with market leading third-party

solutions, including: customer relationship management,

workforce management, quality monitoring, call recording,

outbound dialing, and presence and chat engines. This

provides an immediate return on investment that is

measurable, sustainable, and future proof.

Business value that scales as you grow

Mitel recognizes contact center requirements can vary

greatly depending on the size and needs of your business.

That’s why Mitel’s MiContact Center Business for the

MiVoice Business platform is offered in two bundles:

Workgroup (up to 100 agents) and Contact Center

(+100 agents). IVR and digital interaction capabilities

(email, SMS, Web chat, fax, and social) are two separate

add-ons available in both license levels.

MiContact Center Business is composed of the following

applications and tools

MANAGEMENT AND REPORTING APPLICATIONS

• ContactCenterManagement–thefoundationofMitelMiContactCenterBusiness,itprovidesbrowser-basedtoolsforforecasting,reportingonallagentsandqueues,managingcontactcenterperformance,andtrafficanalysis.

• InteractiveContactCenterandInteractiveVisualQueue–toolstochangeagentandqueuestatesinstantly,soyoucanrespondtochangingcontactvolumesimmediately.Alsoprovidescontactrecognitionandprioritization,toensureprioritycallsareansweredfirst.

• WorkforceSchedulingandScheduleAdherence–workforcemanagement,forecasting,andmonitoringtools.

MEDIA DISTRIBUTION AND ROUTING APPLICATIONS

• AutomaticCallDistribution–routescallstothemostappropriategroup,basedonthetypeofservicerequiredbythecaller,andensurescallsareappropriatelydistributedwithinagroupaccordingtosuchattributesasthecaller’spriority,whichagenttheylastspoketo,ortheagent’sskillleveloridletime.Callscanbeautomaticallyre-routedoragentavailabilitychanged,basedoncurrentqueueconditions.

• IVRRouting–InteractiveVoiceResponse(IVR)andadvancedroutinghelpyoutointelligentlymanagecallersandtheirexpectations,provideoptionsforself-service,anddeliverannouncementstocallersinqueue,suchasexpectedwaittimeandpositioninqueue.Anintuitivedraganddropgraphicaluserinterfaceallowsyoutoquicklyandeasilybuildandmanagecallflows.Speech-enabledIVRfunctionality,suchasText-to-SpeechandAutomaticSpeechRecognition,areoptionallyavailableforIVRRouting.

• MultimediaContactCenter–enablesyoutoefficientlyintegratewithIMAP-basedemailsystems(MicrosoftExchange2007/2010/2013,ExchangeOnline,andGmail)andmaintainservicelevelsacrossmulti-channelcontacttypesinadditiontovoice,includingemail,Webchat,SMStext,fax,andsocialmedia.Italsoincludestheabilitytoquicklyandeasilybuildmultimediaworkflowsfromadrag-and-dropgraphicaluserinterface,theabilitytopublishreal-timecontactcentermetricstoapublicWebsiteusingaContactUspage,andanemailsystemagnosticagentWeb/desktopclient.

AGENT AND SUPERVISOR PRODUCTIVITY APPLICATIONS

• SoftphoneandPhoneSetManager–providecomputertelephonyintegrationwithyouragents’desktopphonesorturntheircomputersintoIP-basedphones.Theydeliverpoint-andclickfunctionalityforACDagentfunctionsandcommonagentactions,aswellascustomerinformationsuchascallerIDandDNIS.

• ScreenPop–apop-upapplicationprovidesagentswithcustomerinformationusingdatapulledfromyourcustomerdatabase.IntegrationsareavailableformostmarketleadingCRMsolutions.

• OutboundDialing–offersautomateddialingthatdeliverscallsdirectlytoagentsforoutboundcallcentertaskssuchasmarketingcampaignsandsalesfollow-up.

• RemoteAgents–MitelBorderGateway,includingTeleworkerandExternalHotdeskingAgentfeatures,extendsthefullvoiceanddata.

COMPLEMENTARY APPLICATIONS

Mitel has partnered with several third-party companies

that provide complimentary applications to the Mitel

MiContact Center portfolio, ensuring you have easy access

to pre-integrated, best-in-class solutions. These solutions

include social media monitoring, customer relationship

management, workforce management, quality monitoring,

call recording, outbound dialing, campaign management,

and presence and chat engines.

mitel.com© Copyright 2015, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.

68654-283908-R1512-EN

Flexible licensing options

Workgroup Starter Pack Contact Center Starter Pack

WORKGROUP (<100 AGENTS)AGENT CONTACT CENTER AGENTControl of Agents / Queues and Visual Queue

Screen Pop, CRM connectors, CTI, Salesforce with OIG

Full real-time monitoring and forecasting

MiVoice Business Reporter (includes 50 extensions)

Preview Dialer Seats (requires professional services)

Limited historical reporting –

Reports and Flex

100+ Voice Reports and Flex

CC Resilliency in RT and Reporting

Full Path ACD with MiVoice Business Resilliency

Network license

MiCollab SoftPhone with Teleworker MiCollab SoftPhone with Teleworker

MiCC MiCollab Client License MiCC MiCollab Client License

MiVoice Call Recording Port

Workgroup Messaging and Routing with 120 ports* CC Messaging and Routing with 240 ports*

Workgroup IVR (ASR, TTS) max 10 ports Contact Center IVR (ASR, TTS Uplifts)

Workforce Sceduling Standard Agent

Contact Center Digital Media Agent add-on

Outbound Agent option (3 levels)

MiV-CR Quality Monitoring option (3 options)

Optional extras Other Mitel products that are included

*MessagingandReporting:Menu,Timeofday/Dayoftheweek,RAD’s,MoH,ANI/DNISroutingReporting,Pre-announceandUPIQ.

Comprehensive portfolio for efficient and effective customer interactions to enterprise edition

MEDIA DISTRIBUTION

• Voice ACD• Email• Fax• Web Chat• Voicemail• SMS

ARCHITECTURES

• Single-site• Multi-site• Distributed• Virtual• Work at Home• Resilient• High Availability

ROUTING OPTIONS

• Queue Priority• Predictive• Scheduled• Overflow• Interflow• Skills-based

IVR

• Customer Profiling• Intelligent Messaging• Dial out of Queue• Self-service• Customer Callbacks• Automatic Speech

Recognition• Text-to-Speech

AGENT PRODUCTIVITY

• Real-time Display• Enterprise Presence

and Chat• Softphone• Pre-recorded

Announcements• CRM Screen-pop• Preview / Progressive

OUTBOUND DIALING

• ACD Hot Desking• Silent Monitoring

REPORTING AND MONITORING

• Historical Reports• Real-time Monitoring• Forecasting• Traffic Analysis• Custom Report Designer• Call Costing• Real-time Agent & Queue

CONTROL

• Workforce Management

PARTNER INTEGRATION

• Call Recording• Quality Monitoring• Outbound Dialing• Speech-enabled• Self-service

IVR

• E-learning / Coaching• Data / Speech Analytics• CRMa• Workforce Management

PROFESSIONAL SERVICES

• Health Check• CRM• Click-to-Dial• Kiosk Routing and

Reporting

TRAINING

• Leader-led• Web-based

MiContact Center Office is a contact center solution for small and medium-sized businesses that need to share calls amongst a team. It works with MiVoice Office 250 to extend general business telephony to include hunt group and longest idle agent routing, email routing, and historical and

real-time reporting.

MiContact Center OfficeContact Center solution for the MiVoice Office 250

2 | Mitel

MiContact Center Office enables contact centers or

workgroups to simply and efficiently monitor, manage,

and route calls – all toward the goal of delivering

superior customer service, and optimizing contact center

operations. It provides real-time business intelligence,

including call performance and agent activity reporting,

as well as productivity tools for agents and supervisors,

including screen pop and PIM integration.

MiContact Center Office consists of the following modules:

MICONTACT CENTER OFFICE SERVER

The server connects your computer network to your

MiVoice Office 250 Communications Platform. The

MiContact Center Office Server monitors all internal and

external calls 24/7, providing the data needed for the

other MiContact Center Office modules to report call

information and display real-time statistics.

REPORTER PRO

Reporter Pro equips your managers with reporting tools

that clearly provide the information they need in order to

understand what is happening with the calls your business

receives and the agents who handle them. It delivers both

a historic and real-time view of what is happening in your

contact center. Cradle-to-grave reporting is available on

every call, but report templates can be customized to

display only the information needed over a specific date

range. Historic reports can help you identify data such as

call costs, trunk usage, and traffic patterns, while real-time

reports display real-time call traffic, including contact

information for the customer and agent on the call.

Reporter Pro is designed to make the monitoring of agents

automatic through Do Not Disturb (DND) reporting and by

highlighting exceptions to the norm, rather than requiring

a manger to constantly check all agents. An optional

Auto Reporter feature provides advanced scheduling and

publishing of reports, real-time statistics, and alarms.

REALVIEWER

RealViewer brings real-time business performance to the

individual user’s or team leader’s desktop for optimum

operational efficiency. Multiple tiles can be built to display

selected statistical information globally or across groups

and individuals. There are over 200 different statistics to

choose from, each of which can be individually filtered.

MICONTACT CENTER OFFICE CLIENTS

MiContact Center Office offers two different clients

that meet the requirements of different types of users:

Connection Assistant and Mitel CallViewer. Both help

your agents to deliver superior customer service more

efficiently. The clients integrate telephony and desktop

systems, allowing employees to control calls right from

their computer desktop, and providing screen pops from

Personal Information Management databases. CallViewer

provides enhanced call control with control features such

as the ability to set DND state.

INTELLIGENT ROUTER MODULE

Intelligent Router is an optional module that enables you

to create a very flexible set of call routing rules, beyond

hunt group and longest idle agent routing. Rules are

created with a powerful Graphical User Interface (GUI)

and can be applied to both internal and external calls.

Examples include:

• Historical call routing where calls and emails from

identified parties are automatically routed back to the

last agent the person was in contact with

• Look Ahead Routing where calls are routed based upon

real-time and historical key performance statistics

• Skill Set Routing where calls are routed to the most

appropriate agent based on information contained

about the caller in the Personal Information

Management (PIM) database

MEDIA BLENDING MODULE

The Media Blending Module enables you to route email

and other media (where suitable gateways are available to

convert them to email) to agents in the same manner that

voice calls are distributed. Email addresses are mapped to

hunt groups and Automatic Call Distribution (ACD) agents,

allowing the Media Blending Module to know which ACD

agents’ email can be routed to. Reporter Pro provides

complete historical and real-time reporting on email activity.

Mitel | 3

MICONTACT CENTER OFFICE CLIENTS

CONNECTION ASSISTANT

CALLVIEWER

Set DND State No Yes

Direct Station Select (DSS) Yes Yes

Maximum User Buttons 15 250

Maximum User-Defined Features 50 250

Maximum Rules 10 250

Maximum Hot Keys 50 Infinite

Maximum DSS Monitors 50 250

Maximum Call Log Items 1,000 5,000

Legacy / Custom Databases and SDK for Custom CRM Integration

No Yes

PIM IntegrationsMicrosoft® Outlook®, Microsoft Access®, GoldMine®, Maximizer CRM™, ACT!® by Sage

MICONTACT CENTER OFFICE SERVER, INTELLIGENT ROUTER AND MEDIA BLENDING

SPECIFICATIONS

RAM 4 GB

CPU Intel microprocessor2

Operating Software Windows 7 SP1/8.1/10 (64bit) and Windows Server 2012 R2 (64 bit)

Compatibility with Mitel Platforms and Applications

MiVoice Office 250 6.x or later

Virtualization Support Vsphere 5.5, 6, VCenter and Microsoft Hyper-V 2012 R2

MICONTACT CENTER OFFICE CLIENTS, REPORTER PRO AND REALVIEWER

REQUIREMENTS

Minimum Hardware Requirements Pentium 4, 2 GHz; 1 GB RAM 800 x 600 screen resolution with 256 colors network card

Operating System Windows 7 SP1/8.1/10 and Windows Server 2012 R2

1 Sub-entry class servers are not supported.2 AMD microprocessors are not supported.3 Support available for stand-alone MiContact Center only.

mitel.com© Copyright 2016, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.

393093-R1612-EN

Reporter Real-Time Pro

RealViewer

Supervisor Controls in Reporter Real-Time Pro