MICONTACT CENTER BUSINESS

Enterprise-grade, omnichannel customer experience management platform designed to power customer-centric organizations from a private cloud call center.

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KEY BENEFITS

DESIGN WITH EASE

Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows for all media types without complex programming.
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INFINITE EXTENSIBILITY

Integrate seamlessly with existing systems using our REST APIs and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.

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IMPROVE FIRST CONTACT RESOLUTION

Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.
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INCREASE PRODUCTIVITY

Agents manage simultaneous interactions on a variety of channels through a unified web-based desktop or work directly from within the CRM. Fewer applications to switch between means greater agent productivity.
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ALL-IN-ONE SIMPLICITY

Everything you need to operate a world class customer experience center including built-in Workflow Designer, Speech IVR, AI-powered Chatbots and Agent Assist, Interaction Recording, Quality Management, Workforce Management, Historical Reporting and Real-Time Dashboards.

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EFFORTLESS ADMINISTRATION

Provision and manage users from all business units through the administration interface, reducing deployment time from days to minutes, without the need for IT involvement.
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Enjoy Preconfigured Setups or Full Control

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MICONTACT CENTER BUSINESS FEATURES

  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, IVR, Chatbots, and 3rd party media
  • Self-Service IVR
  • Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements and web display
  • Workflow Designer
  • Customizable real-time dashboards
  • Standard and custom historical reporting tools
  • Omnichannel case management
  • Outbound dialing and messaging
  • Google CCAI-powered Virtual Agent and Agent Assist
  • Scheduled and real-time callbacks
  • Agent/Supervisor instant messaging
  • Mobile Agent (smartphone) and Supervisor (tablet) 
  • Silent monitoring / barge-in
  • Built-in Call and Screen Recording
  • Integrated Quality Monitoring
  • Built-in Workforce Scheduling
  • Integrated Workforce Management
  • Standard & customized CRM integrations via REST APIs and toolkit
  • Integrated with MiVoice Business, MiVoice Connect, MiVoice Office 400, MiVoice 5000 and MiCollab UC

DELIVER OMNICHANNEL CUSTOMER EXPERIENCES

Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and lower customer effort scores (CES).
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DELIVER OMNICHANNEL CUSTOMER EXPERIENCES

Give customers the freedom to engage with you on their preferred device and provide consistent customer experience across all media, throughout the entire customer journey. Increase customer satisfaction (CSAT) scores, improve first contact resolution (FCR) rates and lower customer effort scores (CES).

POWER YOUR CX WITH AI

Provide an exceptional customer experience while increasing operational efficiency with Google Contact Center AI-powered Chatbots that converse naturally with customers and agent assist technology that listens to the conversation and delivers suggested articles to human agents in real-time.
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CONTACT CENTRE DECISION MAKERS’ GUIDE 2019-2020

There is no doubt that 2020 will be an exciting time. Providing a personal, omnichannel customer experience and choosing the right technology and is key to success. Read Contact Babel’s UK Contact Centre Decision Makers’ Guide 2019-2020 to help guide you through some of the considerations when creating and implementing your CX Strategy.

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