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+ Enable remote working with minimal hardware and software
Support your business and agents with the ability to work from a central office, distributed offices, or from home. Enterprise Cloud Contact Centre extends the same full voice and data capabilities enjoyed by agents in your contact centre to those working at home or remotely. All they need to be a fully integrated member of your contact centre is a Mitel IP phone, a PC, a home router, and high-speed internet connection.
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+ Desktop productivity tools to drive efficiency!
Help your agents get more done, more easily. With integrated online presence and agent and queue control, your agents can identify customers, conference in product experts if needed, and improve communications and call handling. And your supervisors can change agent and queue availability, and immediately adjust to manage unplanned call volumes.
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+ Improve first call resolution rates with skill proficiency routing
Drive up customer satisfaction levels by solving issues more quickly! Route calls to the most appropriate agent based upon their assigned proficiency level (from 1 to 500). Calls to a skill group are then routed to the most skilled available agent. If agents of equal skill proficiency are available, the call is routed to the longest idle agent. This ensures each call gets to the best available resource to meet the customer’s needs. Agents appearing in more than one skill group can be assigned a different skill level for each group.
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+ Monitor and manage agents and queues with real-time reporting
With fingertip access to real-time and enterprise-wide historical reporting, your supervisors have the information they need to manage your contact centre team, when they need it. Fact-based decision-making is faster and better, as is the ability to identify and manage problem areas, and analyse performance trends by individual or team. And your supervisors can generate, schedule, and share reports over any date and time horizon.
Enterprise Cloud Contact Centre’s queue reporting enables your supervisors and management to determine how call queues are performing, monitor staffing levels, identify problems, and spot trends.
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+ Automated call distribution (ACD) for more effective call management
ACD helps your businesses optimise its resources by enabling you to handle large numbers of incoming customer calls and answer them with as few trained agents as possible. An ACD system routes incoming calls to the longest idle agent within a specific agent skills group. If no agents are available, calls are queued and forwarded to an agent when one becomes available.
And with ACD Group Presence, an agent can selectively and instantly join or leave an agent group (or a collection of agent groups) without logging in or out.
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+ Take control of your queues
Assign priority levels to each ACD path to determine how the system handles queued calls, what system resources to use, when the call is to be answered, and which group will answer the call. For example, a queue receiving expensive incoming calls – such as collect long distance – can be assigned as a high-priority queue so those calls get answered first.
And with Predictive Routing you can get even smarter by overflowing calls from one group to another based on historical answer times from agents in that group.
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+ Grow your team size and happiness
Grow your contact centre beyond its physical limits without increasing overheads. Offer your agents the option of working at home without the need, expense, or hassle of a daily commute – and in turn, avoid the need to invest in more office space! Recruit new skilled agents from outside your geographic area without requiring them to relocate, and retain the services of valued agents who move away from your operation due to relocations.
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+ Silent monitoring for call quality
Silent monitoring enables your supervisor to monitor calls for quality purposes, and offer help when needed. Functions include listening to an agent’s telephone conversation in real-time, with or without the agent’s knowledge, scanning active calls in a group and silent monitor calls of their choice, and joining in to a call that’s being monitored. Agents can also request the supervisor to silently monitor a particular call via the phone display.
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+ Enable agents to make busy (with reason codes)
Agents can use the Make Busy feature to temporarily stop receiving ACD calls without having to log out and then log back in. This ensures that an agent doesn’t receive calls they’ve unable to answer. An unavailable agent can select a Reason Code for their Make Busy status from a predefined set of options.
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+ Give agents the ability to finetune their own performance
Agents can use the Work Timer function to program a clear space (max of four hours) after each call so they can complete required tasks before they receive their next ACD call. This allows agents to finetune their own performance (and reduce frustration levels) by giving them a set time to complete paperwork and wrap up other activities before accepting another call.
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+ Keeping sight of queue statuses made simple!
Enterprise Cloud Contact Centre’s Queue Status function enables your agents to view some basic queue statistics on their phones. Stats include group name, the number of active agents in the group, the number of calls waiting in the group queue, and the length of time the longest call has been waiting.
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+ Local hosting
The back-end for each customer Enterprise Cloud Contact Centre solution is hosted from our Auckland and Christchurch data centres.
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