Mitel MiCloud Engage Contact Center

Cloud Contact-Center-as-a-Service

Deliver Exceptional Customer Experiences

A true “over-the-top” global multi-tenant Contact-Center-as-a-Service (CCaaS) platform that is quick and simple to implement.

MiCloud Engage will integrate and operate within your existing environment. MiCloud Engage Contact Center’s tier 4 geo-redundant data centers meet ISO 27001 information Security Standards including encryption of call recordings, PCI Tier 1 DSS, and HIPAA compliance. Deployed on AWS, Engage offers unparalleled scalability, redundancy, and performance, along with built-in support for global compliance, data privacy and residency requirements.

Reliable & secure with high availability and failover in every region.

Performance Management

Make sure every decision within your contact center is based on current and actionable data with real-time dashboards, historical reports and business analytics. 

Display contact center metrics such as call volume, service level, handle time, and wait time over any given time-period for data-driven decision making.

Real Results From Customers

  • Saved $1.2M in their first year compared to a premise system
  • Onboarded 100 new agents and 227 toll free numbers in 15 days
  • Reduced staff by 37%
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    Improved response times by 600%
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    Achieved an NPS of 88%

Note: With the MiCloud Engage Contact Center you are able to deploy agents anywhere in the world with with no hardware required.

Give Customers the Flexibility to Engage

Retain customers and attract new ones by engaging them on their preferred device and media.

Your business lives and dies by its customers, and your customers expect more now than ever before. Today’s customer journeys are omnichannel, seamlessly moving between phone, email, SMS, web chat, social media and in-person communications.

Giving customers the flexibility to engage with you on their preferred media is crucial to retaining existing customers and attracting new ones. At the end of the day, customers want their journey to feel personal, and an omnichannel customer experience provides that.

Simplified Agent Experience

Choose the agent workspace that fits your business.

Agents can support mutiple interactions on a variety of channels through a unified desktop with integrated customer contact management or through an embeddable toolbar to work directly from within the CRM.


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