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Contact Centre as a Service

Enterprise-grade, omnichannel customer experience management platform designed to power CX focused organisations.

Major shifts in customer expectations have brought new challenges to the way your business delivers customer experience. 90 percent of consumers check your website before interacting with your company, and most customers would rather interact through digital channels like web chat, SMS, AI assisted chatbots and social media. Mitel’s MiContact Center Business platform is designed to give your customers the freedom to interact with you on their preferred device, using the media that works best for them while giving agents and supervisors the tools to manage today’s omnichannel customer journeys.

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

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.

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.

Case Study

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

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Let's talk

Hitech Office

Level 3, Takapuna Finance Centre, 159 Hurstmere Road
Takapuna, Auckland 0622

Call Us

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

Hours

Mon-Fri: 8:00 : 17:00
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