MiContact Center Business

What MiContact Center Business is

MiContact Center Business is on-site contact center software that integrates with MiVoice Business to measure operations and route interactions across voice, email, chat, SMS, and open media. Its capabilities include inbound calling, an outbound dialer, IVR building, and workforce management. Both the Contact Center and Workgroup bundles include contact center reporting and real-time monitoring. Applications depend on the licensing bundle and may include CCMWeb, Contact Center Client, Ignite, Flexible Reporting, IVR Routing, Workforce Scheduling, and the CTI Developer Toolkit. Security roles govern employee access to applications, devices, reports, sites, and users, subject to licensing. Mitel says deployment components communicate through authenticated, encrypted channels, and information collected in workflows can be masked or deleted. Mitel also says it cannot access personal data held in an on-site deployment. Ignite Web supports Apple, Android, and Microsoft tablets, though Mitel does not recommend connecting mobile devices because sleep may interrupt notifications. The product is paid, with pricing available by request through Mitel sales support.

Who it suits

MiContact Center Business suits organizations that need to route voice and digital interactions while monitoring contact center or workgroup operations. The Contact Center bundle is for businesses with more than 100 concurrent agents, while Workgroup is for those with fewer than 100.

Limits

Workgroup is for fewer than 100 concurrent agents, allows a maximum of 10 IVR ports, uses a single-node ACD, and has no resiliency. Contact Center is for businesses with more than 100 concurrent agents and more than 10 IVR ports; it includes resiliency.

Getting started

1. Visit the Mitel contact center product page.
2. Contact Mitel sales support or an approved vendor for a proposal and pricing.
3. Choose the Contact Center or Workgroup bundle based on concurrent agents and IVR port needs.
4. Select the applications available for the chosen licensing bundle.
5. Use the supported deployment platforms: Android, iOS, macOS, self-hosted, web, or Windows.

Verdict

Choose MiContact Center Business if your organization needs on-site routing across voice and digital channels, with reporting and real-time monitoring. The Contact Center bundle is aimed at operations above 100 concurrent agents; smaller operations can consider Workgroup, which has a single-node ACD and no resiliency. Buyers seeking published pricing or a free plan should look elsewhere.