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MiContact Center Solidus

 

With MiContact Center Solidus you get a powerful and flexible toolbox, providing contact center services, self-service applications and business automation integration. It also offers clear, easy-to-use, historical, real-time reporting and analytics tools to solve business problems, reduce operational costs and improve performance.

A Fully Integrated End-To-End Solution for Enterprise Communication
Mitel’s contact center solution promises everything you need to raise the bar of excellence, increasing customer satisfaction, organizational productivity and business profitability. Best of all, everything is available in one single solution. As enterprises explore their growth strategies in revenue and productivity, gaining a rapid return on investment (ROI) and improving customer loyalty and value have consistently been identified as number one priorities on corporate agendas.

Comprehensive solution - the heart of the business.
MiContact Center Solidus, a rich suite of seamlessly integrated Unified Communications & Collaboration (UCC) and contact center applications, offers advanced features to create efficiencies and peak management in your contact center. With full flexibility, full scalability, full openness and high availability, MiContact Center Solidus enables consistent, efficient, first-rate customer service across all media.

Convenient one-stop shopping
Digging into the toolbox, you’ll find an open integration environment, multimedia support, and a built-in auto attendant. Unique to Mitel’s architecture are the embedded IP recording capabilities and the integrated Interactive Voice Response (IVR). You’ll also find the Solidus Agent - Mitel’s latest agent application - with advanced UCC features accessible to agents from any terminal, connecting them to the rest of the organization.  

Today’s contact centers generate more data than virtually any other part of the business. The integrated monitoring, as well as reporting and analytics applications enhance visibility of your workflows. For example, appointment management, scheduling and self-service applications; repetitive routine tasks (such as appointment reminders, warnings, notifications, etc) can be automated so staff can concentrate on more specialized activities.

MiContact Center Solidus benefits:

  • All-in-one contact center with a single software stream offering seamless growth, feature extension, and deployment flexibility. This delivers significantly lower operational overhead through installation, administration and lifecycle management. Choose from on premise, virtualized, hybrid or cloud (with native multi-tenanting)
  • Support for up to 15,000 concurrent agents under a resilient environment. Expansion options include a unique ability to aggregate multiple systems under a network operation center (NOC) style management solution for large scale dispersed deployments.
  • Integrated Unified and Collaborative Communications with email, Chat, SMS, instant messaging, Twitter, Facebook, desktop sharing, presence, directory search, knowledgebase for FAQ.
  • Full mobility supporting numerous devices and allowing agents and supervisors to work anywhere, anytime.
  • Open architecture with flexible open APIs (Soap, VXML, ODBC) and toolkits for 3rd party integrations (WFM, CRMs, etc) to deliver true business process efficiency
  • Open Media API provides prioritized routing and IVR control, queueing and reporting of any external media type – social, tasks, video, case management.
  • Platform Independence, with support for 3rd party communication servers (Cisco formally tested), and hard phones
  • Business Control through Analytics and Reporting
  • Flexible packaging and licensing; Concurrent licensing. Also available as Lite and SME Multimedia versions for up to 50 agents.

MiContact Center Solidus can be deployed in an existing VMware virtualized server environment, delivering all the benefits that virtualization technology has to offer, including support for VMware Fault Tolerance and High Availability. Viewed as an extremely cost-effective move, not only is the hardware footprint diminished, but also energy consumption, maintenance costs, physical space and staffing requirements.
 

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