MiContact Center Enterprise

What MiContact Center Enterprise is

MiContact Center Enterprise is Mitel’s omnichannel contact-center software for large organizations operating across multiple sites. It brings voice, email, SMS, web chat and social media interactions into a shared environment, with configurable skills-based routing to assign work to available agents. Teams can design automated scripts and self-service IVR flows that use speech recognition and text-to-speech. Real-time dashboards and standard or customizable historical reports cover contact, service-level, agent and queue metrics. Mitel offers on-premises, virtualized data-center, hybrid, private-cloud and public-cloud deployment options. Open APIs and toolkits support WFM, CRM, IVR and ERP integrations, while the product also works with MiVoice MX-ONE and MiCollab UC. Native multi-tenanting is available for service providers and MSPs serving multiple clients. Agents can handle interactions on smartphones, and supervisors can monitor dashboards and adjust settings from tablets. AI virtual agents, AI agent assistants, interaction recording, quality management, AI insights and workforce management are add-ons. The Enterprise plan supports up to 3,000 agents per system and up to 30,000 concurrent agents across multiple systems. Pricing is available on request; there is no free plan.

Who it suits

It suits large, multi-site organizations that need to coordinate customer contacts across several channels and use skills-based routing, reporting and IVR workflows. Service providers and MSPs can also consider it for multi-tenant contact-center services.

Limits

There is no free plan. The Enterprise plan allows up to 3,000 agents per system and up to 30,000 concurrent agents across multiple systems; AI and workforce capabilities listed are add-ons.

Getting started

1. Visit the Mitel product website.
2. Contact Mitel for pricing.
3. Choose a deployment option: on-premises, virtualized data center, hybrid, private cloud or public cloud.
4. Review the version 9.8 installation, integration, security and user guides in Mitel’s document center.

Verdict

Choose MiContact Center Enterprise if a large or multi-site operation needs omnichannel routing, configurable workflows and a choice of deployment models. It is also suited to service providers needing native multi-tenanting. Look elsewhere if you need a free plan or a published price.