MiContact Center Pricing, Features, Reviews & Comparison of Alternatives

MiContact Center

Cloud contact center solutions

3.71/5 (7 reviews)

MiContact Center overview

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.
www.mitel.com

Pricing

Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 22 other languages, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish, Ukrainian
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
  4.0
  3.6
  3.1
  4.4
Anonymous

Mitel contact center client

Used daily for 2+ years
Reviewed 2018-10-11
Review Source: Capterra

Overall experience was not that bad however, depending on the business you are trying to run this may not be the product for you. Works well in call center professions. I liked the ability to see and manipulate calls and call receivers in real time.

Read the full review

Peter Murray

Upgraded, promised features that no one apparently supports

Used daily for 6-12 months
Reviewed 2017-07-18
Review Source: Capterra

Nice GUI and features that are available are great once we get them working. I liked the ability to store customizations server side so they were with me no matter the machine i signed on

Read the full review

Fred Barzycki

Great VoIP based contact center

Used daily for less than 6 months
Reviewed 2018-10-05
Review Source: Capterra

Contact center is a great resource for our MSP's helpdesk. We get loads of data that helps us improve our helpdesk services and manage the workload

Read the full review

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

Read the full review

Juan Vlieg

Mitel systems has been gaining a lot of buzz lately.

Used monthly for 6-12 months
Reviewed 2018-05-06
Review Source: Capterra

Its has the basics a contact center requires, easy to use and overall the application is very stable.

Read the full review

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
Contact History
Email Integration
Instant Messaging
Knowledge Base
Monitoring
Multi-Channel Communication
Prioritizing
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration

API (147 other apps)
Activity Dashboard (66 other apps)
Automatic Notifications (70 other apps)
Customizable Branding (64 other apps)
Customizable Templates (52 other apps)
Ticket Management (56 other apps)
Workflow Management (58 other apps)

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
  • Chat
  • Computer telephony
  • Monitoring
  • Instant messaging
  • SMS integrations
  • Email integration
  • Social media integration
  • Request routing
  • Routing options
  • Lead assignment
  • Automatic lead distribution
  • Real time monitoring
  • Call recording
  • Call reporting
  • Call center management
  • Call list management
  • Call transfer
  • CRM integration
  • IVR/voice recognition
  • Multi-channel management
  • Knowledge base
  • Search functionality
  • Contact history
  • Prioritizing
  • Call scripting
  • Follow-up scheduling
  • Data import/export
  • Surveys & feedback
  • PCI compliance
  • Multi-channel communication
  • Historical/real-time reporting
  • Third party integration
  • Active directory integration
  • Communication management
  • Real time data
  • Email, fax, voicemail, SMS & web chat integration
  • Advanced call routing options
  • Customer profiling
  • Intelligent messaging
  • Self-service capabilities
  • Customer callbacks
  • Automatic speech recognition
  • Text-to-speech
  • Pre-recorded announcements
  • Reporting & analytics
  • Call recording
  • Quality monitoring
  • CRM screen pop-up
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.