Contact Center Solutions

From single site work groups with fewer than 25 agents to sophisticated multi-site contact centers, Partners Technology has a solution for businesses of all sizes. We are pleased to offer clients complete contact center solutions from Mitel. Depending upon customer requirements, solutions are custom tailored to maximize each contact center’s objective from a traditional Call Center to a true Omni-Channel Contact Center. We offer solutions that include, Artificial Intelligence (AI) with Desktop CRM integration, SMS, E-mail, and chat – for both the Agent and Manager desktop.

Mitel’s Contact Center solution portfolio includes three packages for varying business needs: MiContact Center Office, MiContact Center Business (Workgroup up to 100 agents, single site), and (Contact Center +100 agents, multi-site). As business requirements evolve and grow over time we can easily and cost-effectively upgrade clients from the Business Edition to Enterprise Edition.

MiContact Center Business
(Workgroup, <100 agents)

• Single site contact centers with fewer than 100 agents
• Designed for MiVoice Business phone system and includes:
• Complete suite of core contact center functionality:
  • Omni-Channel
  • Email, SMS, FAX, Webchat, Social Media (optional)
  • Historical reporting
  • Real-time monitoring
  • Dynamic agent and queue control
  • Screen pop
  • Intelligent messaging
  • Ability to identify callers in queue and change their answer priority in real time
  • Workforce management and forecasting
  • Flexible deployment options that support:
    • Virtualized environments
    • Resiliency and high availability for the strongest business continuity
  • And more…

MiContact Center Business
(Contact Center, 100+ Agents)

• Sophisticated single or multi-site contact centers of all sizes
• Designed for MiVoice Business phone system and includes:
• Advanced functionality such as:
  • Omni-Channel
  • Email, SMS, FAX, Webchat, Social Media (optional)
  • Historical reporting
  • Real-time monitoring
  • Dynamic agent and queue control
  • Screen pop
  • Intelligent messaging
  • Multimedia support
  • Ability to identify callers in queue and change their answer priority in real time
  • Workforce management and forecasting
  • Flexible deployment options that support:
    • Virtualized environments
    • Resiliency and high availability for the strongest business continuity
  • And more…

We also offer solutions for additional supervisor and agent productivity applications, outbound dialing applications and advanced reporting and complete end-user training available from Mitel.

Let us help you determine the best solution to meet your needs. Contact us today to for a free technology assessment.