MiContact Center Features

MiContact Center

Cloud contact center solutions

3.75/5 (8 reviews)

MiContact Center Feature Summary

  • 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
  • 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

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Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (62 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


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MiContact Center Feature Reviews

6 reviewers had the following to say about MiContact Center's features:

Anonymous
(Mental Health Care company, 11-50 employees)
Verified Reviewer

Great Phone System with Many Features

2015-12-16

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.

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

Time used: Less than 6 months

Source: GetApp
Helpful?   Yes   No
Read more
Juan Vlieg

Mitel systems has been gaining a lot of buzz lately.

2018-05-06

Pros

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

Cons

for most small to medium contact centers it should be enough,but to compete with the top 5 brands it would need more feature rich dialer

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Utilities company, 51-200 employees)

Micloud contact center

2019-10-16

We love the software, easy to setup and use

Pros

Loved the reports it generates, lots of informations and is customizeable to get the info that you are needing

Cons

Support is hard to reach when you need them

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Consumer Services company, 201-500 employees)

Mitel contact center client

2018-10-11

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.

Pros

I liked the ability to see and manipulate calls and call receivers in real time.

Cons

At times this product would freeze or fail until the full upgrade was purchased and installed.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
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Peter Murray

Upgraded, promised features that no one apparently supports

2017-07-18

Pros

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

Cons

It was difficult to find the right person to help with specific problems. Mobile client setup is far more complicated than it needs to be IMO

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Fred Barzycki

Great VoIP based contact center

2018-10-05

Pros

Contact center is a great resource for our MSP's helpdesk.

Cons

Many of the features are spread around between different portals and websites. One place for everything would be ideal.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more