Mitel 5606 Spezifikationen PDF herunterladen (Seite 76)

General Information Guide

Mitel Commander Contact Centre is an innovative advancement in contact center

communications and control, extending the boundaries of the customer-agent interaction to

support a wide range of contact types in a completely integrated environment. Commander’s

patented solution provides Multimedia Interaction Management™ through the most

comprehensive set of tools on the market — routing, queuing, tracking, and reporting on inbound

and outbound calls, e-mail, Web Chats, Web Requests, faxes, voice mail, and blended calls

(preview dialing).

Commander handles customer requests from the arrival of an interaction to final wrap-up. Fully

integrated features such as Interactive Voice Response (IVR) and e-mail parsing identify

customers and their needs. Commander applications query third-party applications or

mainframe databases to look up customer data or information about a call (who the caller is,

the caller ID, and the type of support contract the caller has). By linking to CRM data,

Commander retrieves details about the customer. Intelligent queuing and data-directed routing

ensure an optimal path for every interaction. By using Web-based administration, real-time

monitoring, and a comprehensive decision management system, organizations can create a

complete, customizable picture of the contact center operations for all levels of management.

Commander Contact Centre features are described in detail in the Commander Contact Center

product documentation.

Applications for Informal Contact Centers

To address the needs of informal contact centers, Mitel Customer Service Manager provides

an informal way of sharing incoming calls among a team of individuals that support each other

but have other primary jobs. This solution is founded in hunt/ring groups and offers basic cross

team visibility, reporting and Personal Information Management (PIM) integration. This solution

is built upon the call routing functionality provided by the ACD Express application in MCD.

Mitel Customer Service Manager

Mitel Customer Service Manager enables informal call centers or workgroups to efficiently

monitor, manage and route calls. It provides real-time business intelligence and measures

departmental efficiency. It is deployed using the Mitel Applications Suite (MAS) (see “Third-Party

Developer Support” on page 72). Customer Service Manager provides simplicity and flexibility

at a low total cost of ownership. It features

• Mitel Customer Service Manager (CSM) Server: bridges the gap between your phone

system and your computer network with computer telephony integration (CTI). The CSM

Server monitors the entire phone system, including all internal and external calls, and

provides data to other CSM modules for business reporting and team productivity.

• Mitel Intelligent Router: intelligently routes both internal and external calls based on in-

formation in the database, with easily customized rules. Rules are created with a powerful

GUI and can be applied to both internal and external calls.

• Business Reporting Tools: delivers both historical and real time management reporting

as well as call recording capability.

• Team Productivity Tools: provide tools to improve team productivity including call man-

agement and screen pops with CRM integration and call control

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Mitel 5606 Spezifikationen Seite 76