Contact Center

Creating a Positive Customer Experience

Optimizing the Customer Experience Starts Here.

According to a recent survey, 84% of companies that improve their customer experience report increased revenue. Creating an effective customer experience is about more than just ensuring your customers receive the products and services they desire in a timely and efficient manner. It’s also about creating touchpoints with real people who can organically evangelize and grow your brand through their social media and offline interactions with friends and family, and your Contact Center solution is at the heart of making this happen. KTS Networks innovative Mitel Contact Center Solutions provides small to large businesses with an outcome-focused, workforce management communication solution that can tackle any challenge, no matter the size.

Why the Mitel Connect Contact Center?

Optimizing the customer experience in an Internet world means arming customer support and sales agents with the tools they need to answer questions by phone, email, instant message (IM), or other methods. It also means ensuring the information they need to answer account questions and take advantage of upsell opportunities is right at their fingertips.

Many organizations still rely on separate communication and messaging systems to support customer service. These systems can be challenging to integrate, leading to an unsatisfactory customer experience and duplicate work efforts.

Mitel enables previously standalone contact center functions, including ACD, IVR, computer telephony integration (CTI), outbound campaigns, and multimedia routing, to be integrated onto a single, centrally web-managed, highly available solution. The Mitel Connect Contact Center provides supervisors and agents an intuitive web-based interface that enables them to deliver superior customer service.

Your Contact Center - Anyway You Want It

Already have a contact center and want to keep it on-site?

Mitel Connect Contact Center is a perfect fit for large enterprises that require greater control, business process integration, and customization. Experience an enterprise-grade contact center that is easy to manage and maintain with powerful and easy-to-use features that enables you to build positive customer experiences.

Want less maintenance but greater workforce management & reporting?

Mitel Connect Contact Center offers a cloud-based service delivered from our data centers and backed by our expert services team. Experience a worry-free contact center solution while maintaining local control over system call flow scripting and reports.

Want the flexibility of the Cloud while maintaining internal controls?

Mitel Connect Contact Center provides the best of both worlds, allowing your business to add cloud-based contact center services to your on-site UC deployment. This option works particularly well for companies that have chosen to maintain on-site control of their business telephony yet want to deploy a very nimble, quickly scalable contact center solution.

Rich Features to Achieve Higher Levels of Customer Satisfaction

Mitel Connect Contact Center is a powerful call center solution that includes universal queuing and enterprise resource matching, plus optimized call routing by service level, skills, priority, customer identity, schedules, and caller location. It also supports email and web contacts and outbound calling as service options. Voicemail and fax can also be routed to individual agents through emails.

Increase Agent Efficiency, Reduce Costs

Mitel Connect Contact Center is designed to deliver a rapid return on investment by helping to reduce costs.

Receive instant agent screen pops with detailed customer information can dramatically reduce interaction time.
Agents have a unified desktop client, which provides the option of seeing experts outside the Call Center's presence status.
Through the Connect Interaction Center agent interface, agents can manage multiple voice, chat, and email sessions—improving first call resolution and overall agent utilization.
Customizable real-time and historical information about callers, trunks, groups, and agent utilization allows supervisors to optimize resources.

Advanced Workforce Management

Increase agent productivity by automating agent tasks through CRM or trouble ticketing integration
“Hot desk” and log into any phone/extension, quickly enabling call centers working in multiple shifts
Easily view queue and group statistics to manage activities and transactions without requiring supervisor intervention
View complete details of interactions in queue
Enter auxiliary and wrap codes to mark calls or inform supervisors of their availability
Plus, advanced call routing based on service levels, skills, and priority help ensure calls go to the right agents, reducing the service time per call.

End to End Contact Center Reporting & KPIs

Review advanced statistics of call center activity without requiring database programmers or third-party reporting applications
Easily create flexible reports by date or by interval.
Schedule reports to be automatically saved in various formats (csv, xls, pdf, htm, etc.) and emailed to customized recipient lists.
Monitor how a queue or group is performing using typical KPIs
See detailed agent activity for billing purposes or performance evaluations.
Analyze the reasons for customer calls by creating reports on post-call activity or wrap codes.
Measure the effectiveness of an outbound campaign by getting call-by-call details on each outbound call made by the system.

Advanced Real-Time Dashboard

Read the pulse of your call center by getting visual and audible threshold alerts on critical conditions
React to higher call abandons or lower traffic by bringing agents in or taking them out of queues with simple clicks
Monitor whether agents are in a no-work mode (release) and see the code along with the duration of that state, allowing them to monitor agent activity closely.
Supervise agents-in-training closely by monitoring specific extensions visually and also by using silent monitor, barge in, and coach features
Track all media types: voice, email, chat, outbound campaigns, through a single reporting interface
Compare real-time information with historical information to understand trends better and schedule agent availability.

3rd Party Integration

Mitel Connect Contact Center is built on open standards, allowing workflow to easily integrates with other enterprise applications.
Salesforce®, NetSuite®, Microsoft Dynamics®, ACT!®, Zendesk® and desk.com® are just some of the application integrations available.
Mitel Connect Contact Center can be easily integrated with virtually any CRM, trouble ticket, or database system to increase agents’ productivity while optimizing the customer experience.

Outbound Campaign Functionality

Build campaigns that focus on specific business goals with the flexibility to schedule them for different time zones or specific times of day or week.
Easily configure the number of times campaigns reload the data. Manage the number of alternate numbers to call for each customer and get detailed reports on the number of times the dialer attempts to reach a destination.
Sophisticated Dial List Management
Ramp up or slow down the campaigns using parameters such as target service levels or inbound calls in queue to optimize the customer experience.
Manage your dial lists through any database that is ODBC compliant.
Agents can be located anywhere globally and use any device working in unison on a single campaign.
Filter your outbound calls through your custom “Do Not Call List”
Queue reports to give you a detailed view of every agent activity, including agents on an outbound call. Threshold alerts allow supervisors to easily monitor agents who are outside their target range.

Leverage Interactive Voice Response (IVR)

Mitel Connect Contact Center has a built-in IVR engine that can also be used as a standalone application for self-service. It is built on an easy-to-use, scalable framework supported by a powerful scripting engine. Applications are designed through a graphical script editor, allowing you to leverage your database investments, provide a consistent customer experience, and improve your productivity.

Integrated Reporting

As with agent-assisted interactions, all IVR activity is captured within Mitel Connect Contact Center reports, providing you with a wealth of data to fine-tune, improve, and align self-service applications with your business goals. Each menu action is recorded and used to generate reports on the frequency of usage.

Customer-Facing Features

This includes collecting customer information through DTMF and playing prompts in multiple languages. Customer information can be processed through a workflow to automate decision making. The system automatically plays back information to customers, including digits, dates, currencies, or numbers.

Standard Database Integration

The IVR application integrates with any standard database through ODBC connectors. Standard SQL queries, as well as stored procedure calls, are supported. All the information retrieved can be displayed to agents when the call is transferred.

Ready to Explore Your Contact Center Options?

Shoot us a message and tell us how we can help. We are not here to try and sell you something. We listen, and we seek to find solutions that work for you and your unique business.

"Even though the problem was a carrier issue, KTS still followed up this morning to make sure our service was working. "

- Local Union 105

"Keep doing what you are doing. I always seem to get the answers I need."

- San Bernardino Transit Authority

"KTS is great at communicating and getting issues resolved in a timely manner."

- Fieldman, Rolapp & Associates

Resources to Help You Make Better Decisions

Mitel Demonstrates the Power of Google Contact Center AI

Advanced Xima Reporting & Dashboards

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Mitel is a global market leader in business communications, powering more than two billion business connections with our Cloud, enterprise, and next-gen collaboration applications. With 45 years of industry leadership, we help businesses connect, collaborate, and provide better experiences for their customers. Mitel is trusted by 70 million business users in more than 100 countries, waking up every day exclusively focused on helping customers take their communications from where they are today to where they expect them to be. Mitel’s comprehensive range of business phone systems provides a targeted call center, unified communications, and Cloud communications product to fit the requirements of all customers. Your industry has unique needs; you need a communications partner who understands your organization. Our team of experts has worked with businesses and organizations to find industry-specific solutions to their communications challenges.

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