Mitel Networks 6100 Contact Center Solution (CCS)

Mitel Networks 6100 Contact Center Solution (CCS) provides a modular suite of Web-centric contact center applications that provide large enterprise functionality for the small-to-medium contact center.

Highly scalable, the 6100 CCS provides multimedia functionality incorporating routing and reporting for e-mail, voice and fax. The 6100 CCS is fully supported across a centralized, multi-site, IP or TDM environment.

The Mitel Networks 6100 Contact Center Solution combines robust communications platforms, automated call distribution (ACD) and a modular suite of feature-rich, Web-based applications for streamlining contact center management and enabling advanced multimedia customer contacts.

Mitel Networks 6100 CCS also provides:

• A browser-based application for historical reporting, real-time monitoring and forecasting of agents' requirements in both centralized and multi-site environments
• The ability to control agent and queue states instantly and easily, enabling immediate response to changing call volumes
• A browser-based recorded announcement application that plays messages to callers as they wait as well as provides callers with alternatives to waiting
• The ability to schedule the right number of skilled agents to meet forecasted requirements
• A multimedia contact center application that integrates routing, historical reporting and real-time monitoring for e-mail and Web chat interaction
• A screen pop application for displaying customer information on the agents desktop