MiContact Center Pricing, Features, Reviews & Comparison of Alternatives

MiContact Center

Cloud contact center solutions

4.0/5 (3 reviews)

MiContact Center overview

What is MiContact Center?

MiContact Center by Mitel offers a number of cloud contact center solutions with varying levels of complexity and functionality based on business size and need. There are several solutions covering informal contact centers, small contact centers, large-scale contact centers, outbound contact centers, and Microsoft Lync-based contact centers. Also included in the list is MiContact Center Live, for fully cloud-based contact centers.

MiContact Center Live is fully web-based and includes an agent interface that manages interactions from voice, web chat, email, SMS, Facebook, and Twitter. This solution features a Salesforce.com open CTI integration and an open API for further integration with other 3rd party apps.

MiContact Center Live offers outbound dialing which includes preview, progressive, and predictive; inbound and ACD; intercative voice response (IVR), live dashboards, historical reporting, and call and screen reporting. This solution also includes supervisor tools such as silent monitoring and call flow authoring.

Pricing

Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 22 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Taiwanese, Thai
MiContact Center screenshot: Single agent user interface for voiceDEMO: MiContact Center Business - Customer & Agent ExperienceMiContact Center screenshot: Communicate via chatMiContact Center screenshot: Manage campaigns from a centralized platformMiContact Center screenshot: Communicate via emailMiContact Center screenshot: Communicate via text (sms) and social media channels like FacebookMiContact Center screenshot: Agents and supervisors can stay connected from anywhere using their smartphone or tablet

MiContact Center reviews

Value for money
Features
Ease of use
Customer support
  4.5
  3.0
  3.3
  5.0
Anonymous

Great Phone System with Many Features

Reviewed 2015-12-16
Review Source: GetApp

I use the Mitel system for our treatment center and it has great functionality for our call center as well as management and supporting staff. We are still new to the system so I haven't unlocked all the features yet, but the system is robust with a lot of room to grow as my company does.

Pros
I love the reporting capabilities and the ability to hot swap from my cell to my desk phone while on a call.

Cons
Installation for multi-location has been a beast, but may be more related to the contractor than the system

Rating breakdown

Value for money
Ease of use
Customer support

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MiContact Center pricing

Pricing options
Subscription
View Pricing Plans

Contact Mitel for a custom quote based on business size.

MiContact Center features

CRM Integration
Chat
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration

API (223 other apps)
Activity Dashboard (119 other apps)
Alerts / Escalation (76 other apps)
Automatic Notifications (105 other apps)
Customizable Branding (124 other apps)
Multi-Language (75 other apps)
Support Ticket Management (80 other apps)
Workflow Management (83 other apps)

Videos and tutorials

Additional information for MiContact Center

Key features of MiContact Center

  • Automated outbound dialing
  • Agent scripting
  • ACD (automatic call distributor)
  • Inbound, outbound & blended call routing
  • Agent productivity tools
  • Interactive visual queue
  • Multi-channel support
  • Call and screen recording
  • Agent routing
  • Call flow authoring
  • Unified agent desktop
  • Silent monitoring
  • Live dashboards
  • CTI integration
  • Email, fax, voicemail, SMS & web chat integration
  • Customer profiling
  • Intelligent messaging
  • Self-service capabilities
  • Customer callbacks
  • Automatic speech recognition
  • Text-to-speech
  • Pre-recorded announcements
  • Call recording
  • Quality monitoring
  • CRM screen pop-up
  • Active directory integration
  • Call recording
  • Advanced call routing options
  • Call transfer
  • Communication management
  • Contact history
  • CRM integration
  • Email integration
  • Instant messaging
  • Multi-channel communication
  • Multi-channel management
  • Real time data
  • Real time monitoring
  • Historical/real-time reporting
  • Request routing
  • Search functionality
  • SMS integrations
  • Social media integration
  • Third party integration
  • Call reporting
  • Prioritizing
  • Call center management
  • Call scripting
  • Data import/export
  • PCI compliance
  • Chat
  • Knowledge base
  • Lead assignment
  • Surveys & feedback
  • Routing options
  • Automatic lead distribution
  • Call list management
  • IVR/voice recognition
  • Reporting & analytics
  • Monitoring
  • Follow-up scheduling
View All Features

Benefits

Complete contact centre features: Including inbound & ACD, outbound dialing, including preview, progressive & predictive, and CTI (computer telephony integration) and IVR.

ACD & IVR routing: Route calls to the most appropriate agent based on skill, previous interactions and priority. Provide IVR self-service and deliver wait time/ queue position announcements to callers in queues

Supervisor & agent productivity: Manage all contact center and remote agents with call and screen recording, silent monitoring, silent whispering & historical reporting.

Multichannel ACD: Use a visual, drag-and-drop tool to integrate ACD with multiple contact points such as email, chat & social media.

Management and reporting
: Track business and operational performance with historical reporting, workforce management, real-time statuses, and call accounting.