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Hitech - Contact Centre Business
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Contact Centre as a Service

Omnichannel contact centre solutions are at the core of leading organisations across New Zealand.

90% of your current and future clients will look at your website before contacting you and most customers will choose to contact you through digital channels before they pick up the phone. With Hitech’s Contact Centre solutions your customers will have the freedom to interact with you the way they choose.

Whether by Web Chat, SMS, AI Assisted chatbots, social media or even via phone, Hitech has you covered with Mitel’s MiContact Centre Business Platform.

Click here for a free demo

90% of your current and future clients will look at your website before contacting you and most customers will choose to contact you through digital channels before they pick up the phone. With Hitech’s Contact Centre solutions your customers will have the freedom to interact with you the way they choose.

Whether by Web Chat, SMS, AI Assisted chatbots, social media or even via phone, Hitech has you covered with Mitel’s MiContact Centre Business Platform.

Key Benefits

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ALL-IN-ONE SIMPLICITY

Everything you need to operate a world class customer experience center including built-in Workflow Designer, IVR, Contact Recording, Quality Monitoring, Workforce Scheduling, Historical Reporting and Real-Time Dashboards.

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DESIGN WITH EASE

Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.

EFFORTLESS ADMINISTRATION

Provision and manage users from all business units through the administration interface, reducing deployment time from days to minutes, without the need for IT involvement.

IMPROVE FIRST CONTACT RESOLUTION

Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.

INCREASE PRODUCTIVITY

Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.
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INFINITE EXTENSIBILITY

Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp and IoT events into your workflows.

Features

  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, IVR, Chatbots, and 3rd party media
  • Self-Service IVR
  • Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements and web display
  • Workflow Designer
  • Customizable real-time dashboards
  • Standard and custom historical reporting tools
  • Omnichannel case management
  • Outbound dialing and messaging
  • Google CCAI-powered Virtual Agent and Agent Assist
  • Scheduled and real-time callbacks
  • Agent/Supervisor instant messaging
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Silent monitoring / barge-in
  • Built-in Call and Screen Recording
  • Integrated Quality Monitoring
  • Built-in Workforce Scheduling
  • Integrated Workforce Management
  • Standard & customized CRM integrations via REST APIs and toolkit
  • Integrated with MiVoice Business, MiVoice Connect, MiVoice Office 400, MiVoice 5000 and MiCollab UC
Hitech - Contact Centre Business - Computer

Deliver Omnichannel Customer Experiences

Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and lower customer effort scores (CES).

Evolve your customer engagement

From small, simple call centers to the largest, most sophisticated contact centers, MiContact Center Business is flexible enough to tackle any customer engagement challenge and grow with you as your customer sales, service and support needs evolve.
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Hitech - Contact Centre Business - Phone

Power your CX with AI

Provide an exceptional customer experience while increasing operational efficiency with Google Contact Center AI-powered Chatbots that converse naturally with customers and agent assist technology that listens to the conversation and delivers suggested articles to human agents in real-time.

SEE IN ACTION

Optimise your resources

Give agents and supervisors the tools to make informed decisions and provide prompt service. Agents efficiently handle voice and digital media contacts from a “single pane of glass” – handling phone, email, Web chat, SMS, and social media. Supervisors monitor and manage agent and queue performance and are alerted when service levels are below target.
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Hitech - Contact Centre Business - Mobile Firstt

Contact Centre – Testimonials

Being able to handle calls quickly and efficiently is crucial for First Assistance, especially in life or death situations that the company often deals with. Rapid response to these emergencies requires a reliable and flexible contact centre solution.

First Assistance turned to Mitel and channel partner Hitech to support its 150 contact centre agents in New Zealand, and 15 agents in Sydney, who alternate between three different shift patterns to provide 24-hour-a-day coverage.

Scott Armit, Software Delivery Manager, First Assistance>

Being able to continually offer all our clients the best service is one of the most important principles that our business has.  And this is possible because of the continued support and guidance that we get from HiTech Solutions.  They are always available to help out with any of our telephony issues and find the best solutions.  We have a huge variety of clients with different requirements but with their support we have been able to find a solution for them all.

We have had the support of HiTech Solutions since 2012.

Phillipa McIntosh, Contact Centre Manager, Pulse Business Solutions

 

During the recent Covid-19 pandemic response healthAlliance needed to quickly implement a new telephony system for our Service Desk while still providing essential support services to our Northern Region District Health Board customers so that we could move into a Working From Home model.

HiTech was able to help us implement Mitel Contact Centre in just 10 days, delivering a stable telephony platform ensuring we could still meet customer demand.

We were easily able to train our Agents on the new software without disruption. The feedback has been positive as the team has adapted not only to a new telephony system, but also working from home, as well as the unprecedented demand we were experiencing from our frontline health sector customers.

During this time HiTech has been available and responsive. As an implementation partner they made our journey as smooth as possible and worked hard to assist us in meeting our timelines.

Andrea Kenrick. Manager Customer Centre, healthAlliance

Compatible products we can help you with.

MiCollab - Voice Calling

Collaborate Anywhere, On Any Device, With The Same Set Of Tools & A Consistent Look & Feel.

MiTeam Meetings - Collaboration

Mobile-First Application To Help Make Communications Faster & Easier When On The Move.

Let’s talk

Special offer – Complete the details below to request a demonstration of MiContact Centre Business Platform in your workplace and we’ll shout morning tea! Hurry – offer ends 30th July 2020.

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Hitech Office

Level 3, Aon Building,
29 Customs Street West, Auckland 1010
PO Box 105974

Call Us

NZ Toll Free: 0800 003 201
International: +64 9 489 1502
Support: 0800 898 749

Email Us

info@hitechsolutions.co.nz

Hours

Mon-Fri: 8:00 : 18:00
Saturday-Sunday: Closed
(Support open 24/7)

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New Zealand owned and operated

Years of Innovation

Of businesses trust HITECH for their solutions