Mitel offers a wide range of contact centre and unified comms solutions such as Mitel in the Cloud, MiContact, MiVoice and MiCollab. Opus are a leading Mitel Platinum Partner in the UK.

Mitel contact centres features and functionality

Cloud-Based and on-premises Options: Mitel contact centre is available in both cloud-based and on-premises deployment models, allowing businesses to choose the one that best suits their infrastructure and operational requirements.

Multichannel Support: Mitel contact centre supports various communication channels, including voice calls, email, chat, and social media. 

Inbound and Outbound Services: It provides tools for managing both incoming customer enquiries (inbound) and proactive customer outreach (outbound), such as telemarketing or customer survey calls.

Advanced Routing: Their solution typically includes intelligent call routing and queuing to ensure that customer enquiries are directed to the most appropriate agents, improving response times and customer satisfaction.

Agent Workforce Management: Mitel contact centre often includes workforce management features that help businesses optimise agent scheduling, monitor performance, and ensure efficient use of resources.

Reporting and Analytics: It offers robust reporting and analytics tools to track key performance indicators (KPIs) and gather insights into contact centre operations, customer interactions, and agent productivity.

CRM Integration: Integration with customer relationship management (CRM) systems enables agents to access customer data and history, facilitating more personalised interactions.

Interactive Voice Response (IVR): Mitel’s contact centre solutions can include IVR systems to automate routine tasks and provide self-service options for customers.

Scalability: Businesses can easily scale the Mitel contact centre solution to meet their evolving needs, whether they’re a smaller call centre or a large, complex contact centre operation.

Compliance and Security: Mitel’s solutions typically adhere to industry compliance standards and offer security features to protect sensitive customer data