User guide

Contact Center Solutions
9
Introduction
This section provides an overview of the Contact Center Solutions portfolio of applications. For
more information, refer to the following topics:
•Overview
• Contact Center Enterprise Edition
• Contact Center Business Edition
• Contact Center Solutions Portfolio
• Contact Center Solutions Applications
• Configuration
• North American and LAM Extended Service and Support
• Europe, the Middle East, and Africa Extended Upgrade
Overview
Mitel Contact Center Solutions applications comprise Contact Center Enterprise Edition and
Contact Center Business Edition. Contact Center Solutions is browser-based, enabling
customers to manage their contact centers from anywhere over the Internet.
Contact Center Solutions enhances ACD functionality and stores information in the
industry-standard SQL database format. Contact Center Solutions use Microsoft
®
SQL
Server™ (depending on your configuration) to unify the database across applications.
Contact Center Enterprise Edition
Contact Center Enterprise Edition is designed for the highly sophisticated, formal, multi-site
contact center. This scalable, resilient solution combines robust IP Communications Platforms,
Automatic Call Distribution (ACD), and a modular suite of feature-rich, Web-based applications
for streamlining contact center management and ultimately enabling “agents anywhere”
productivity.
Contact Center Enterprise Edition is designed for Contact Center Solutions customers who
• Have a sophisticated, formal contact center
• Want to enable agents and supervisors anywhere, whether at home, in the office, or around
the world
• Have multiple sites
• Require support for email, SMS, Web chat, fax, and/or walk-in customer distribution, in
addition to voice
• Have more than 25 agents and five supervisors
• Run reports from the entire suite (over 425 report templates) including trace reports and
event reports