Whatever the size of the business, MiContact Center probably has a tool that can be used for their benefit. It is a package of contact center tools hosted in the cloud, which vary in complexity and functionality. It can handle Microsoft Lync-based contact centers, ranging from informal contact centers, small teams, large scale operations, or outbound services. Businesses looking for a solution completely based in the cloud can also avail of the Center Live package.
Thanks to the MiContact Center interface, agents can interact with customers, whether their concerns are coming from SMS, chat, web, voice, email, or social media. Its API lets it integrate with third-party apps and CRM data can be accessed thanks to its connection with Salesforce.
Aside from outbound calls, MiContact Center Live also provides live mode dashboards, call logs, and reporting. Supervisors can also assist agents and have overall better management over operations at a call center, thanks to the tools provided by MiContact Center.
Product Quality Score
Ease of use
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MiContact Center features
Main features of MiContact Center are:
ACD (Automatic call distributor)
CRM and third party integrations
Unified agent desktop
Automated outbound dialing
Call and screen recording
Data exchange and surveys
Interactive voice response (IVR)
Agent productivity tools
Call flow authoring
Active directory integration
Interactive visual queue
MiContact Center Benefits
The main benefits of MiContact Center are its contact center features, its IVR self-service, and its reporting. Here are the details:
Users of MiContact Center get features such as inbound/outbound dialing with predictive, progressive, and preview modes, IVR, ACD, and computer telephony integration.
Users are also free to have preset factors that will route calls to agents best suited to deal with certain issues. These factors could include skills, priority, and previous interactions. MiContact Center also has queue position/waiting time notices for callers waiting their turn, as well as IVR self-service.
Screen and call recording, as well as silent monitoring, are available so that in-house and remote agents can be managed effectively. ACDs can also work with different contact points like social media, chat, and email, thanks to MiContact Center’s drag-and-drop tool.
MiContact Center’s powerful reporting has features like real-time statuses, workforce management, call accounting, historical reporting, and a host of others, all working together so that users can keep track of operational and business performance.
Customer Support Types
MiContact Center Integrations
The following MiContact Center integrations are currently offered by the vendor:
Third-Party Contact Center
MiContact Center pricing is available in the following plans: