Tag: Contact Centers
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Chatbots Are helping Small & Mid-Sized Firms Compete With Big Businesses
Small and midsize businesses are regularly challenged to compete with enterprises that have deeper pockets, larger contact centers and more options to serve their customers. By embracing chatbots, smaller firms can improve their Customer Experience and compete head-on with larger companies. Here’s how… Basic question-and-answer functions. When customers start an online webchat they can get…
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Mitel Integrates with Google Cloud Contact Center AI to Deliver More Insightful Customer Experiences
Mitel has announced an integration with Google Cloud’s new Contact Center AI that will improve your company’s customer service experience, as well as the productivity of your contact center. Contact Center AI is a simple, secure, and flexible solution that allows enterprises with limited machine learning expertise to deploy AI in their contact centers. Key…
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Are You Getting the Full Value Out of Your CRM Platform?
Getting the most out of your CRM requires that you integrate it with your Business Voice applications. Almost all of the popular CRM services on the market seamlessly integrate with Mitel’s systems. Using a customized CRM? Our experienced development team can bring your customer data, phone system and call center together. When your CRM is…
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10 Contact Center Tools You Should be Using… But Probably Aren’t
You may think you are running an efficient and cost effective contact center, but there is always room for improvement when it comes to the Customer Experience. Mitel recommends adopting the following capabilities to help boost productivity, ensure resiliency, and improve the efficiency of your contact center… Cradle-to-Grave Lifecycle Reporting Customizable Reporting Agent Forecasting Schedule…
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Meet Your Customers Where & How They Want with Omnichannel Contact Centers
The term omnichannel refers to connecting your customers to your business across all available channels – web, voice, smartphones, social media, PCs, email, text, etc. – with a consistent experience and message. In our digital world, customers want to choose the method of contact that makes the most sense for them at any given time.…
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A Fresh Look at Skills-Based Routing in your Contact Center to Improve the Customer Experience
The concept of skills-based routing has been around for as long as there have been call centers – connecting in-bound callers directly to the subject matter experts that can get the job done right on the first call. New considerations driven by Digital Transformation Historically, when businesses thought about skills-based routing in their call centers,…
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How Mitel-Powered Contact Centers are Evolving to Improve the Customer Experience
While voice-based channels remain the primary communication method with customers today, consumers are increasingly expecting, even demanding, to interact with companies through alternate methods such as text, web chat, email and other social media tools. This means that every company MUST become as fluent in these emerging media channels as they are with voice communications…