Speech Technology Magazine

Mitel Launches Cloud-Based MiContact Center Live Service

Mitel's MiContact Center Live offers WebRTC and social media support via a cloud model.
Posted May 5, 2014
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Mitel has released MiContact Center Live, a full-featured customer care platform delivered as a service via the cloud. The service is available immediately in the United States, with plans to launch in select countries over the next 12 months.

MiContact Center Live provides full multichannel support, allowing customers to interact with businesses via their preferred methods, including WebRTC for real-time chat via the Internet and popular social media channels such as Facebook and Twitter as well as traditional customer service channels such as phone, email, and SMS text messaging.

An advanced agent desktop brings communications from all channels together for a single unified agent experience . The service integrates with leading CRM software such as salesforce.com and includes tools that enable agents to escalate communications across media channels, based on the customer preference. It also includes outbound capabilities as well as call recording and screen recording for issue resolution and quality control purposes.

MiContact Center Live is built on the contact center platform from LiveOps. 

"Two driving forces in the contact center space today are cloud delivery and personalization to enable customers more channels and service options. MiContact Center Live offers the flexible cloud delivery many businesses are seeking plus the very latest features, including WebRTC client and social media, for a more personalized approach. This is a smart move by Mitel to grow its contact center offering," said Sheila McGee-Smith, president and principal analyst at McGee-Smith Analytics, in a statement.

"Mitel is committed to providing our customers with the best path to cloud communications, including comprehensive solutions for customer care. With MiContact Center Live, we deliver an enterprise-class platform for any size business with leading features to engage their customers and deliver loyalty-building services," said Ron Wellard, executive vice president and general manager of products and solutions at Mitel, in a statement.

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