MiCloud Engage

MiCloud Engage Contact Center

Gregg and Mitel Engage Contact Center

ShoreTel is now Mitel

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MiCloud Engage Contact Center is the highly secure, true multi-tenant, and instantly scalable multi-channel Cloud Contact Center as a Service (CCaaS) platform that transforms the way businesses and individuals interact and perceive each other. Designed to enable exceptional customer experiences anywhere anytime - it drastically reduces the complexity and frustration associated with multiple legacy tools and provides better insight into data and performance than ever before possible. 
 

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Effortless Administration

MiCloud Contact Center Engage’s API-first architecture means that it not only supports both out of the box and custom integrations with current third party applications, but also whatever comes next.

  • Instant Provisioning

  • Advanced Flow Designer

  • Intelligent Routing

  • Global & Remote Workforce Ready

  • Reduced IT Footprint

Informed Performance

A single data pipeline for both real-time and historical reporting across all tenants means a single source of truth making it easy to use the system and understand your data.

  • Custom Statistics

  • Custom Dashboards

  • Real-Time & Historical Reporting

  • Reporting API’s

Simplified Agent Experience

Choose the agent workspace that fits your business. Agents can support simultaneous 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.

  • Customer Journey Mapping

  • Guided Interactions

  • Reference Library

  • Performance Monitoring

  • Less is More

  • Data Exchange

AWS Global Infrastructure & Availability

Deployed on AWS, MiCloud Engage Contact Center offers unparalleled scalability, redundancy, and performance, along with built-in support for global compliance, data privacy and residency requirements. AWS is reliable and secure with high availability and failover capabilities in every region.

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