Mitel Networks has announced a comprehensive suite of contact centre applications aimed at improving the management, agent productivity and customer experience for the small to medium contact centre.
Mitel has released a wide variety of applications from the March Networks 6100 Contact Centre Solutions portfolio, including the newly introduced March Networks 6150 Multimedia Contact Centre, March Networks 6160 Intelligent Queue, and the March Networks 6170 Call Recording and Quality Monitoring Solutions.
"With the March Networks 6100 Contact Centre Solution, contact centre management is vastly improved with an extensive suite of Web-centric tools that simplify management while providing the mission-critical information managers need to increase productivity and operational efficiency," says Netcom CRM chief operating officer for Africa Michael Buckton.
"Contact centre managers can now benefit from extensive reporting, monitoring, forecasting, scheduling and accounting capabilities. Further empowerment is given to the contact centre manager through tools that allow them real-time access and control over agents and queues. With a familiar Microsoft Internet Explorer interface, March Networks 6100 Contact Centre Solutions allow you to manage your contact centre operation from anywhere you have access to the intranet."
The customer experience is greatly enhanced through contact centre tools that allow for the intelligent queuing of calls. Through the introduction of release 2 of the March Networks 6160 Intelligent Queue, customers can avoid long wait times by leaving their contact information and having the next available agent call them back. Agents can still deliver a high-level of customer service while customers can avoid the agitation of long waits. Customer service is taken to the next level with the addition of web call back capabilities that allow customers to request a call-back online, allowing businesses to seamlessly integrate their Web presence with the contact centre.
Contact centre agents benefit from improved real-time communications with co-workers and managers. Through a Web-based interface agents can view fellow agents or the queues themselves and participate in real-time text chat. Now contact centre managers and employees can have enhanced access to one another without sacrificing customer service or operational resources.
With a strong migration strategy in place Mitel allows the enterprise contact centre the ability to make a smooth transition to IP on their own terms, while protecting a significant portion of their existing investment. The March Networks 6100 Contact Centre Solutions portfolio provides complete feature transparency whether performing in an IP or TDM environment.
"With the recently announced partnership with ASC telecom and the introduction of the multimedia contact centre and intelligent queuing applications, Mitel is providing solutions that can be easily tailored to a customer`s needs," said Buckton. "Now contact centre managers and agents have the tools to effectively measure customer service and operational efficiency."
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NetCom CRM supplies customer relationship management infrastructure and enabling technologies. Key components of its offering is the Mitel PABX, ACD and VOIP (Voice Over Internet Protocol) products as well as CTI and Multimedia Solutions, which enable contact centre environments.
NetCom CRM operates in a market formerly dominated by major corporates such as Siemens, Lucent, Nortel and Alcatel. As a direct result of longstanding relationships between directors of Mitel and NetCom, Mitel is fast becoming as well known in SA as elsewhere in the world as NetCom CRM distinguishes itself as a leading provider of this world-class technology. The company is focused on growing its market share worldwide by entering into close partnerships with its distributors.
Not only is NetCom a distributor of Mitel in Southern Africa, it is also a certified Mitel solutions provider. Consequently, NetCom is engaged in a broader field of activity in enterprise hosting and application service provision.
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