Contact center portfolio enhancements and new CCaaS solution help enterprises transform to meet the demands of today’s digital consumer

  • Sophisticated omnichannel capabilities of MiContact Center Business now available for MiVoice Connect systems

  • Advanced AI, machine learning, and analytics drive intelligent and insightful customer interactions

  • New MiCloud Connect CX offers a competitive edge through public cloud technologies for those seeking fast, streamlined deployments

As providing exceptional customer experiences becomes an increasingly important brand differentiator, Mitel® is investing in contact center solutions to give businesses broader choices and more innovative ways to compete. Today, the company introduced further platform and application integrations and launched a new contact center-as-a-service (CCaaS) solution powered by Talkdesk to help businesses exceed customer expectations in a digital-first world.

By delivering MiContact Center Business on MiVoice Connect UC, our customers will have access to next-generation CX capabilities, like:

  • Complete inbound, outbound, and self-service functionality across media types

  • Support for voice, Web chat, SMS, fax, and social media channels

  • Open media to extend the contact center interfaces to supporting third-party media types, for example WebRTC voice and video, co-browse, IoT integrations, and other emerging media types

  • Unified omnichannel agent UI complete with external contact list, case management tools, and the ability to seamlessly pivot from one media type to another

  • Speech-enabled IVR with a visual drag-and-drop workflow programming interface

  • Unified queue group support and media blending

  • Open, standardized REST API interfaces and SDK for addition extensibility and customization

  • Support for our new Contact Center Messenger (Web Chat and Social Media Messaging) application and optional Google Contact Center AI-powered Virtual Agent and Agent Assist technologies

For additional information, see the full article here or contact us at

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