MiContact Center Business Screen Pop Integration Workflow
Mitel Networks
App Overview
This workflow provides self-service authentication capabilities to reduce call handling time. Based on industry vertical, caller-specific attributes like account numbers, health card ID or MRN, and PIN can be queried without engaging an agent. By combining this service with one of Mitel's Screen Pop integrations the caller can be greeted by name by an agent - e.g., medical clinician, loans officer, support technician - who has account information at their fingertips.
Benefits of MiContact Center Business Screen Pop Integration Workflow
Enhance Customer Experience
Greet the customer by name and make the caller comfortable at time of answer.
Increase Agent Efficiency
Reduce handle time by 60 seconds by automating the caller authentication process.
Improve Employee Retention
Allow the agent (medical clinician, loans officer, support technician, etc.) to apply their skills immediately.
Features
- Binds the IVR to many commercial CRMs and EHRs
- Collects information from the caller and passes if off to a database or software integration for validation
- Uses the collected digits from MiCC Business IVR to gather DTMF tones or speech recognition in response to questions
- Supports integrations with SQL databases
- Applicable to any industry vertical
Compatibility & System Requirements
| Partner Version | Mitel Product | Mitel Version | Technical Documents |
|---|---|---|---|
| MiContact Center Business | 9.x or higher |
Certification
Certified: The 3rd party solution or service is interoperable with the Mitel product(s), for Products/Solutions that Mitel resells with support provided by Mitel Product Support.
How to Get
Please contact your Mitel Channel Partner/Reseller
Support
Support provided by the Mitel Professional Services team. Please contact your Mitel Channel Partner/Reseller to open a support ticket.
About Mitel Networks
Mitel is a global market leader in business communications. We've been helping businesses and service providers connect, collaborate and provide innovative services to their customers for over 50 years. Our innovation and communications experts serve business users in more than 100 countries.
Website:https://www.mitel.com