User guide

Professional Services Custom Development
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Introduction
This section provides an overview of Mitel Professional Services - Custom Development. For
more information, refer to the following topics:
•Overview
• OutBound Dialer
• Workforce Management Integration
• Customer Relationship Management Integration
• Other Integrations
Overview
Professional Services provides customized, cost-effective solutions that improve customer
interaction and streamline business processes.
OutBound Dialer
OutBound Dialer assigns outbound calls to agents based on agent groups, queues, and idle
times, creating a blended contact center, where agents can process both inbound and outbound
calls.
Agents are notified of outbound call assignments with pop-up windows. They can choose to
accept, decline, or requeue these calls.
OutBound Dialer can create outbound dialing campaigns and report on agent activity and call
success in these campaigns.
Benefits
• Contact center productivity and efficiency increases when idle agents are prompted to make
outbound calls during slow periods.
• Managers can define a wide variety of call outcomes, such as closed sales, requests for
callbacks, and messages left by agents, that can be readily tracked and analyzed.
• Outbound calls are automated which saves time and allows agents to focus on serving
customers.
• Customer information is displayed in pop-ups, enabling agents to provide efficient, informed
customer service