Mitel Networks extends contact centre solution for Lync


Story by Adam Solomon

Adds interactive voice, email, chat and social media to Lync version of MiContact Center

When Microsoft added enterprise voice capabilities to Lync 2013 Server, many of its partners seized the opportunity to leverage them to create contact centre solutions.

They include Ottawa-based Mitel Networks, whose MiContact Center is one of its premier products.

On Tuesday that company said MiContact Center has been boosted with three new features for its Lync-based system that it took from its enterprise voice system:

–call-in customers can now use email, Web chat or social media to communicate through the contact cente in addition to voice;

–an interactive voice response (IVR)system gives organizations the ability to offer customers a self-service option, taking some of the load off call centre staff;

–contact center supervisors don’t have to be tethered to a desk, because MiContact Center now has tablet support for the real-time supervisor client.

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