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Mitel Modernizes with MiContact Center Business 8.0
Earlier this week, Mitel announced MiContact Center Business Release 8.0 (formerly MiContact Center Workgroup/Business/Enterprise Edition). Mitel says that this new release aims to improve customer experience with a nod to mobility’s pervasiveness in the consumer world.
MiContact Center Business has expanded its scalability and doubled the number of digital interactions per how that it can handle; it can support a fairly large contact center of 1,200 concurrent agents. Mitel also introduced native SMS engagement, including inbound, outbound, and self-service SMS. MiContact Center Business now treats SMS as its own channel rather than routing SMS through email. Mitel also provides a workflow designer that allows agents to manage different media types within one interface. This change aligns well with the shift towards further integrating multichannel so that contextual interaction data follows the customer as he or she moves between channels (yes, I’m referring to that marketing term, “omnichannel”).
Mitel has also simplified the licensing structure it will use for MiContact Center Business by bundling MiCollab and MiVoice Call Recording licenses with MiContact Center Business. This should also enhance customer experience by combining collaboration features with customer engagement, which Nemertes’ 2014-15 Contact Center Operations Benchmark showed correlates to higher customer satisfaction and contact center success.
The new features, scalability, and flexibility introduced in MiContact Center Business 8.0 are good steps for Mitel. I especially like to see Mitel handling multi-channel in a more holistic way versus “handling SMS through email.” IT leaders looking for a multi-channel contact center solution that also includes collaboration features now have a new option to consider.