User guide

Multimedia Contact Center
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Introduction
This section provides an overview of Mitel Multimedia Contact Center and how it works. For
more information, refer to the following topics:
• Overview
•Features
• Configuration
• Software Interfaces
Overview
Multimedia Contact Center, available with Contact Center Enterprise or Business Edition, works
in conjunction with Contact Center Management, Microsoft Exchange, and Outlook to distribute
contacts (voice, emails, SMS, Web chats, and faxes) and track agent handling across media
types. Multimedia Contact Center integrates all media types in Contact Center Management
for multimedia reporting and real-time monitoring.
Multimedia Contact Center sends auto-acknowledgement messages to customers who send
emails, SMS messages, and Web chats, based on the time of day. Incoming contacts are
automatically routed to the next available agent. Agents log on to Multimedia Contact Center
using Outlook, and receive one or more contacts. Agents can readily change their availability,
and can forward contacts to the next available agent when required.
Multimedia Contact Center leverages Microsoft Exchange Server and SQL Server (except for
Express Edition) with Microsoft Outlook on the agent desktop, and relies on the Contact Center
Management reports engine for multimedia contact center reporting.
With Multimedia Contact Center, you can:
• Efficiently deliver service to customers in the media of their choice
• Maintain service levels across all contacts, ensuring all customer inquiries are addressed
in a timely manner
• Capture more detailed customer information than is possible during voice communications
• Assist customers in completing online transactions, information queries, or other brows-
er-based experiences with chat
• Protect against liability and customer claims with accurate tracking and reporting on all
contact types
• With third-party social media monitoring applications, you can protect and promote your
brand across social media