Mitel Workforce Optimization
Benefits of Mitel Workforce Optimization
Optimize Resources
Remove waste from the system by ensuring that you have the right number of agents with the right skills, in the right place, at the right time.
Elevate the Employee Experience
Empower employees with tools to measure and manage their performance while giving them a mobile app to check their work schedules, view messages, make shift trades, request vacation, state preferences, and add overtime availability.
Improve Performance
Efficiently distribute interactions and work across channels through combined skills and schedule-based routing to boost efficiency and service levels while reducing costs associated with undesired overtime and employee turnover.
Enhance the Customer Experience
By capturing the “voice-of-the-customer” and analyzing interactions, you can spot opportunities to nurture happy, skilled employees who are motivated to deliver an exceptional customer experience.
Mitigate Risks
Automatically detect potential cases of fraud, minimize liability risk, and ensure regulatory compliance by documenting client transactions. Protect agents by giving them the power to record calls at any point during the conversation. Verify whether calls adhere to regulatory requirements such as MiFID II, Dodd-Frank Act, and PCI DSS.
GenerativeAI
Drive deeper business insights using GenAI data analytics, gain deeper understanding of customers interactions at a click of button, leverage smooth data transfer to our AI engine, transcribe in 100+ languages, and visualize insights with powerful dashboards and reports.
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Boost Your Team’s Performance with Mitel Workforce Optimization Solutions
Interaction Recording
Every organization that engages with customers, clients, partners, or suppliers stands to gain from greater insight into the interactions that shape their everyday operations. Mitel Interaction Recording is a software application that seamlessly captures, organizes, plays, and shares voice and screen recordings, helping managers:
- Leverage GenAI functions with Interaction Recording Insights AI
- Find ways to improve customer experiences
- Optimize internal operations
- Identify and share proven sales techniques
- Ensure regulatory compliance
Workforce Management
Fluctuating call volumes, expanded media types, high turnover, performance gaps, and employee proficiencies are just a few of the obstacles your business encounters on a daily basis. Mitel Workforce Management (WFM) is a software application that’s engineered to help organizations of all sizes lower costs and gain customer insights while becoming more efficient in day-to-day operations. Put your employees in the right place at the right time in a manner that promotes business growth and provides a more balanced workload, lowers attrition rates and raises schedule adherence.
Quality Management
Leverage intelligent monitoring and reporting features for a complete view of customer satisfaction and agent effectiveness that supports quality management:
- Create unique interaction evaluation templates according to different team focuses and topics
- Filter and evaluate customer interactions
- Analyze evaluations
- Visualize results
- Identify coaching opportunities
Aragon Research Names Mitel Contact Center Leader for 2025
As a first-time recipient of the Leader designation for 2025 in the Contact Center Globe, Mitel’s offerings align with the direction of the Contact Center industry and the demands of the market
Features
- Full-time or on-demand voice and screen recording
- Real-time interaction monitoring
- Compliance recording for MiFID II, Dodd-Frank Act, GDPR, PCI-DSS, etc.
- Automatic recording categorization
- Advanced search and replay of recordings with tagging
- Custom employee evaluations/scorecard template generator
- Agent self-evaluation
- Targeted training, coaching, and employee assessments
- Keyword spotting and transcription
- Automated fraud detection
- Forecast across channels including phone, chat, e-mail, SMS, and social media
- Scheduling down to one-minute intervals
- Intraday and real-time schedule adherence
- Performance management dashboards and scorecards
- Check work schedules, view messages, trade shifts, request vacations, state preferences, and add overtime availability
- Integrations with CRM, ERP, data warehouse, etc.
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