Mitel Launches MiCloud Engage Contact Center and Newest Version of MiCloud Flex


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Mitel® is giving businesses more ways to keep up with ever-rising customer expectations through the introduction of MiCloud Engage Contact Center, a highly-insightful Contact Center-as-a-Service (CCaaS) platform, and the latest release of MiCloud Flex, a Mitel flagship UCaaS solution.

Entirely over-the-top with no software or equipment to deploy, MiCloud Engage Contact Center works with any call control platform and integrates with a wide range of third-party CRM applications. The solution powers omnichannel communications and combines innovative technologies with deep analytics and real-time reporting, enabling businesses to make data-powered decisions across every part of their organization. MiCloud Engage Contact Center also supports remote workers, including a fully virtualized workforce, and is easy to administer. Rapid scalability gives seasonal businesses the option of scaling up or down simply and quickly to accommodate demand.

Mitel is also introducing the newest release of MiCloud Flex which now extends omnichannel support to improve how customers interact with businesses on the device and media of their choice. By combining the customizable characteristics of MiCloud Flex with seamless, digital interactions, companies can create even more individualized customer experiences. A unified, web-based desktop environment boosts agent productivity by making it easy for them to handle simultaneous interactions on a variety of channels or work directly from within a CRM application.

Mitel recently shipped its one-millionth contact center agent seat. By offering choice of public or private cloud deployment, Mitel’s contact center portfolio is designed to meet the demands of companies of all sizes. Each solution provides valuable insights and rich features businesses can use to increase first-contact resolution rates, offer more personalized services and better understand their customer’s buying behavior.

MiCloud Engage Contact Center and the latest release of MiCloud Flex are currently available for purchase in the U.S. market.