mitel addons

Would you run your website without being able to obtain data on how many unique visits you receive, how long people stay, and where they go? No! So, why would you accept any less with your phone system?

Mitel® Business Dashboard, available exclusively on the Mitel Applications Suite, a communications solution for small and medium-sized businesses, gives you both a complete real-time and historical view of what is happening on your Mitel communications system so that you can:

• Optimize your use of both employees and system resources
• Monitor employee performance and identify opportunities for improvement
• Identify opportunities for cost savings

With Business Dashboard, you can answer questions like:

• How many people called your business yesterday?
• Are any of your trunks being underutilized – is this an opportunity for cost savings?
• Are your business hours appropriate for when customers are actually calling?
• How quickly are calls being answered?

Mitel Business Dashboard also brings call management clients that provide telephony call control, screen popping, automated dialing, and enhanced call control for increased employee efficiency.

Mitel® Customer Service Manager is an entry level contact center solution, available exclusively on the Mitel Applications Suite, a communications solution for small and medium-sized businesses. It enables basic contact centers or workgroups to efficiently monitor, manage, and route calls. It provides real-time business intelligence, including call performance and agent activity reporting, as well as agent productivity tools, including screen pop and PIM integration.

Customer Service Manager (CSM) provides:

• hunt / ring group-based routing and longest idle routing of calls
• CSM Clients, which improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
• CSM Reporter Pro, which delivers both historical and real-time management reporting, as well as call recording capability

Optional modules are available to address more advanced requirements:

• Intelligent Router – provides more advanced options, such as routing by skills set or look-ahead routing, which changes the route a call takes based on real-time performance indicators
• Media Blending – gives you a more flexible approach to contact and availability by allowing you to route media such as email, fax, and SMS text (using appropriate gateways) as email to agents, in the same manner as voice calls