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Best-In-Class Contact Center Solutions

Transform How You Do Business

The contact center industry is going through a period of accelerated evolution. What was considered to be innovative five years ago is now inefficient and outdated. As a result, enterprises need to be highly agile to keep up with rapidly evolving customer expectations.

When you leverage Verticomm’s Contact Center portfolio, you will be equipped to serve your customers across multiple channels while breaking down silos. This means that your customers will be empowered to interact with your brand across voice, chat, email, and social media via a single platform that ensures seamless and consistent customer service.

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Mitel’s Offerings Include:

MiCloudFlex Contact Center

Mitel’s MiCloud Flex Contact Center leverages the cloud to enable enhanced customer experiences. Armed with this highly adaptable and scalable solution, you can effectively manage customer interactions without the complexities associated with traditional contact center infrastructure.

Key Features:
  • Built-In Call Recording
  • Expected Wait Time/Position in Queue Announcements/Web Display
  • Highly Customizable Real-Time Dashboards
  • Integrated Quality Monitoring
  • Instant Messaging (Agent/Supervisor)
  • Omnichannel Case Management
  • Outbound Dialing and Messaging
  • Scheduled and Real-Time Callbacks
  • Skills-Based Routing (Data-Driven)
  • Silent Monitoring (Barge-In)
  • Voice, Chat, SMS, Email, Fax, Social Media, and Third-Party Media

MiCloudConnect Contact Center

With Mitel’s MiCloud Connect Contact Center, you can leverage all the features you need to boost enterprise efficiency and effectiveness via a hosted call center solution.

Key Features:
  • All-In-One Hosted Call Center
  • Highly User-Friendly
  • Optimal Enterprise-Grade Performance
  • Real-Time Actionable Reporting

MiCloud Engage Contact Center

Mitel’s MiCloud Engage Contact Center is a highly scalable and secure multi-tenant Contact-Center-as-a-Service offering that can be rapidly deployed to enhance both agent and customer experiences.

With this technology, your business will be able to increase agent efficiency and improve customer satisfaction by leveraging Mitel’s advanced contact center capabilities.

Key Features:
  • Agent Scripting
  • Customer Callbacks
  • Call Recording
  • Skills-Based Routing (Data-Driven)
  • Disaster Recovery & Overflow Service
  • Multi-Tenancy
  • Real-Time Chat (Agent/Supervisor)
  • Self-Service IVR
  • Silent Monitoring (Barge-In)
  • Speech Recognition
  • Standard & Customized CRM Integrations
  • Voice, Chat, SMS, Email, Social Media, and Work Items
  • Voice over PSTN, SIP, WebRTC

MiContact Center Business

Mitel’s MiContact Center Business delivers all-in-one simplicity and enhanced collaboration capabilities to increase productivity while improving first contact resolution.

As MiContact Center Business supports omnichannel customer journeys, your customers will be able to effectively interact with your agents via a communication medium of their choice.

Key Features:
  • Expected Wait Time/Position in Queue Announcements/Web Display
  • Highly Customizable Real-Time Dashboards
  • Historical Reporting Tools
  • Instant Messaging (Agent/Supervisor)
  • Mobile Agent (Smartphone) and Supervisor (Tablet)
  • Omnichannel Case Management
  • Outbound Dialing/Messaging
  • Quality Monitoring
  • Seamless Integration with MiVoice Business, MiVoice Office 400, MiVoice 5000 and MiCollab UC
  • Self-Service IVR
  • Skills-Based Routing (Data-Driven)
  • Silent Monitoring (Barge-In)
  • Scheduled and Real-Time Callbacks
  • Speech Recognition/Text-to-Speech
  • Standard & Customized CRM Integrations (REST APIs and Toolkit)
  • Voice, Chat, SMS, Email, FAX, Social Media, and Third-Party media

MiVoice Connect Contact Center

Mitel Connect Contact Center is designed to achieve increased efficiency while reducing expenses. With industry-leading multi-modal communication tools at their fingertips, your agents will be able to effectively respond to a rapidly changing marketplace.

Key Features:
  • Accommodates MiCloud Connect, MiVoice Connect, and Connect HYBRID Deployment
  • Built-In Application Integration
  • IP Telephony and Multi-Modal Communications Tools
  • Robust Reporting Features

MiContact Center Enterprise

Mitel’s MiContact Center Enterprise is a best-in-class contact center solution that helps businesses rapidly transform legacy voice-only call centers into a multi-channel experience.

It’s also a highly adaptable and scalable solution that empowers a mobile workforce, so your agents can stay connected from anywhere in the world via a smartphone.

Key Features:
  • Built-In Call Recording
  • Customizable Real-Time Dashboards
  • Expected Wait Time/Position in Queue Announcements/Web display
  • Mobile Agent (Smartphone) and Supervisor (Tablet)
  • Preview, Power, and Progressive Dialing (and Campaign Management)
  • Seamless Integration with MiVoice MX-ONE and MiCollab UC
  • Self-Service IVR
  • Skills-Based Routing (Data-Driven)
  • Silent Monitoring (Barge-In)
  • Standard & Customized CRM Integrations via Open APIs and Toolkit
  • Speech Recognition and Text-to-Speech
  • Voice, Chat, SMS, Email, FAX, Social Media, and Third-Party media
  • Web and In-Queue Callbacks
  • Workflow Designer
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NEC’s Offerings Include:

UNIVERGE SV9100 Contact Center

NEC’s UNIVERGE SV9100 is a unique, cost-effective platform that delivers double system capacity and accommodates anywhere from 10 to over 800 users. Its intelligent call routing capability is also designed to improve customer service and agent productivity.

Key Features:
  • Even Distribution of Call Volume among Employees
  • PC-Based Supervisor with Reports
  • Provides Calls with Multiple Options (Leave Message, Hold, Call Back, Etc.)
  • Queue Announcements (That Encourage Callers to Remain on Hold)
  • Real-Time Queue Statistics
  • Reduction in Caller Hold Times
  • Seamless Integration with UC Suite

UNIVERGE® Business ConneCT

UNIVERGE Business ConneCT is a smart and intuitive solution that is designed to boost productivity, enhance customer service satisfaction levels, and optimize your workforce while minimizing operator costs.

NEC’s UNIVERGE Business ConneCT also enables call control, directory services, instant messaging, operator services, presence, and everything else we have grown to expect from a comprehensive call center.

Key Features:
  • Allows Agents to Choose How They Are Contacted
  • Boosts Customer Satisfaction
  • Can Be Scaled Up or Down Depending On Present Demands
  • Enables Enhanced Flexibility and Mobility
  • Highly User-Friendly
  • Provides Efficient and Effective Communication Internally and Externally
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