Contact Center Suite – Mitel Customer Service Manager
Mitel Customer Service Manager (formerly Inter-Tel Contact Center Suite) enables informal call centers to efficiently monitor, manage and route calls. In addition to business-wide reporting functions, Customer Service Manager provides intelligent call routing, performance and agent activity reporting, along with agent productivity tools, including screen pop and CRM integration.
Customer Service Manager consists of the following modules:
- Customer Service Manager Server – bridges the gap between your phone system and your computer network with Computer Telephony Integration (CTI). Customer Service Manager monitors your entire phone system, including all internal and external calls, and provides data to other Customer Service Manager modules for business reporting and team productivity.
- Intelligent Router – intelligently routes both internal and external calls based on information in your database, with easily customized rules. Rules are created with a powerful GUI and can be applied to both internal and external calls.
- Business Reporting Tools — deliver both historical and real time management reporting, as well as call recording capability.
- Team Productivity Tools — tools to make your team more productive including call management, screen pops with CRM integration and call control.
Business Reporting Tools
Mitel Customer Service Manager (formerly Inter-Tel Contact Center Suite) reporting tools provide historical and real-time reporting on over 200 filterable statistics, with over 500 real-time graphical displays and over 100 historical reports.
Reporting tools are available in three packages to meet your specific needs:
Mitel Reporter Basic is a report generation tool for business-wide historical call reporting that provides:
- Historical reporting for both internal and external call traffic
- Cradle to grave call reports for tracking and monitoring
- Basic call costing
- Filterable by extensions, groups, DDI, trunk etc.
- Customized reports
Mitel Reporter incorporates all the features of Report Basic, plus adds features valuable to supervisors:
- Provides real-time statistics and graphs
- Allows supervisory call monitoring and control with controls to answer, transfer, steal and disconnect employee calls
- Audible and visible alarm conditions
Mitel Reporter Pro incorporates all the features of Reporter, plus adds more extensive reporting and supervisory capabilities, that make it ideal for informal contact centers:
- Provides automatic call distribution (ACD) reporting showing activity and performance indicators
- Agent alarms against wrap-up, free, not available etc.
- Forecasting statistics
- Do not disturb (DND) status reporting
Mitel Auto Reporter extends the functionality of the above reporter packages to provide advanced scheduling and publishing of reports, real-time statistics and alarms.
Call Recording – CSM also offers integrated call recording to augment the Reporter modules with high-quality call monitoring. Call recording offers:
- Extensive search criteria
- Cradle to grave search and retrieval
- Ease of call retrieval
Team Productivity Tools
Mitel Customer Service Manager (formerly Inter-Tel Contact Center Suite) provides tools that enable your team to become more productive and deliver superior customer service.
Customer Service Manager (CSM) Client
CSM Client is a personal call management tool that:
- Integrates your telephony and desktop systems
- Allows you to control your telephone extension from your computer as well as monitor the call status of your colleagues
- Provides screen pop database records on incoming and outgoing calls
- Integrates with Microsoft® Outlook®, Telemagic®, Maximizer Software®, Sage®
ACT! ®, Goldmine® and Microsoft Access® - Allows you to monitor daily call activity with a personal call history log
- Manage calls at your extension using easy to configure rules and actions
- Is customizable using an optional SDK
CSM Client is available in three packages to meet your specific needs:
- Mitel Client Go— is a personal call management tool for general employee productivity, which allows you to greet callers by name, and automate dialing and call control.
For informal contact center agents, CSM Client is available in two more advanced packages that provide more agent focused functionality:
- Mitel Connection Assistant — provides advanced call management that allows you to screen pop calls, automate dialing and enhanced call control. Integrates with Microsoft Outlook, Telemagic, Maximizer Software, Sage ACT!, Goldmine and Mircrosoft Access.
- Mitel CallViewer— provides all the features of Connection Assistant but can be integrated with CRM databases, other than those listed above. CallViewer also provides enhanced call control with control features such as the ability to set the DND state.
Mitel RealViewer
Mitel RealViewer is a real-time performance window for the individual agent or team leader in an informal contact center that:
- Displays real-time call, e-mail and agent statistics directly on your agent’s screen
- Allows call centre staff to monitor their performance in real-time
- Extensive filter options that allow for customizable statistics
- Visual and audible alarms highlight problems as they occur
- Assists with staff motivation