MITEL AUTOMATIC CALL DISTRIBUTION
As a contact centre manager, customer service-level commitments are critical to achieving enterprise goals. Meeting those commitments is your daily, hourly and even minute-by-minute challenge. Achieving those goals means ensuring the equal distribution of incoming calls to the most appropriate group of agents based on the type of information or ervice required.
Mitel® Automatic Call Distribution is an advanced automatic call distribution feature package that is fully integrated with Mitel enterprise and small business communications platforms, providing the capabilities for:
- Routing calls to the most appropriate group(s)
- Queuing and prioritization of callers
- Distributing calls fairly within group - longest idle or highest skilled
- Automatically re-routing or expanding the availability of agents based on current queue conditions
- Networking multiple contact centres together
- In queue messaging
- Controlling after hours service
Mitel Automatic Call Distribution delivers the power and performance required in the most demanding contact centre environments by providing:
- Cost-effective use of pooled resources
- Improved customer service by delivering consistent process and service
- Call distribution based on the caller’s need
- Even distribution of the workload
- Reduction in communication costs
