Mitel Customer Service Manager
slide 2Mitel | Confidential
Agent and system resource optimization
Agent productivity and effectiveness
Agent performance
...
slide 3Mitel | Confidential
Established Market Presence
slide 4Mitel | Confidential
Get the Complete Picture
 Building on Mitel Business Dashboard
functionality, Customer Servic...
slide 5Mitel | Confidential
Enterprise-Wide, Centralized Reporting
 Centralized reporting for your entire
enterprise
– Re...
slide 6Mitel | Confidential
Spend Less Time Making Better Decisions
Focus on business priorities
by filtering out unimpor...
slide 7Mitel | Confidential
Maximize Contact Center Effectiveness
 Track all aspects of contact
center activity
– Calls
–...
slide 8Mitel | Confidential
Agent Productivity
 Queue Activity
– See callers in queue
– See emails in queue
– View call h...
slide 9Mitel | Confidential
Agent Productivity
Screen pop database records
on incoming and outgoing
calls or emails
– Out...
slide 10Mitel | Confidential
Supervisor Control
 Agent and queue visibility
– See how many calls are waiting
– View longe...
slide 11Mitel | Confidential
Multimedia Option
 Customers can contact you by voice or email
– Voice and email in combined...
slide 12Mitel | Confidential
Mitel Business Dashboard Modules
CSM Server &
Intelligent Router
CSM
Reporter Pro
CSM RealVie...
slide 13Mitel | Confidential
Summary
Mitel Customer Service Manager gives your contact center staff:
Better Understanding...
slide 14Mitel | Confidential
Summary
Mitel Customer Service Manager enables you to:
Increase Business Performance
Increas...
Thank you
The information conveyed in this presentation, including oral comments and written materials, is confidential an...
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Mitel Customer Service Manager

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  • Mitel Customer Service Manager

    1. 1. Mitel Customer Service Manager
    2. 2. slide 2Mitel | Confidential Agent and system resource optimization Agent productivity and effectiveness Agent performance Drive Your Business with Mitel Customer Service Manager Optimize Measure Monitor An Entry-Level Contact Center for Mitel Communications Platforms Training needs, cost savingsIdentify
    3. 3. slide 3Mitel | Confidential Established Market Presence
    4. 4. slide 4Mitel | Confidential Get the Complete Picture  Building on Mitel Business Dashboard functionality, Customer Service Manager adds entry-level Contact Center functionality – Agent visibility and control – Supervisor positions for monitoring and control of agent groups – Multimedia allowing your customers to contact you via email as well as voice – Complete historic and real-time reporting for voice and email – Visual wallboards for agents or agent groups You can’t manage what you can’t measure
    5. 5. slide 5Mitel | Confidential Enterprise-Wide, Centralized Reporting  Centralized reporting for your entire enterprise – Remote locations – Remote employees Operations / Warehouse  Multi-level business analysis – Location – Department Marketing Sales Note: 5000 CP Only. 3300 Roadmap Item for R6.0 – Workgroup – Agent
    6. 6. slide 6Mitel | Confidential Spend Less Time Making Better Decisions Focus on business priorities by filtering out unimportant information – Customizable filters – Drill-down views Customizable reports and color graphical displays Easy to use – Easy-to-understand interface – Intuitive menus
    7. 7. slide 7Mitel | Confidential Maximize Contact Center Effectiveness  Track all aspects of contact center activity – Calls – Emails – Agent states – Service levels – Lost calls – Line usage  Identify areas requiring improvement  Automate reports – printing, emailing, or publish to web
    8. 8. slide 8Mitel | Confidential Agent Productivity  Queue Activity – See callers in queue – See emails in queue – View call history  Telephony control from your PC – Agent login / logout and status change – Call annotation – Set account code – See colleague status – Automate call actions based on call type or agent status change
    9. 9. slide 9Mitel | Confidential Agent Productivity Screen pop database records on incoming and outgoing calls or emails – Out of the box integrations with Microsoft® Office, Microsoft Access® , Goldmine® , ACT! By Sage, Maximizer™ – Answer callers by name
    10. 10. slide 10Mitel | Confidential Supervisor Control  Agent and queue visibility – See how many calls are waiting – View longest call waiting times – See agent status and time in that status  Monitor and control agent call activity – Listen in or intrude on calls – Steal calls – Force agent state changes – Identify areas for improvement  Reporting – View real-time and historic information – Run reports on demand – Schedule automatic reports
    11. 11. slide 11Mitel | Confidential Multimedia Option  Customers can contact you by voice or email – Voice and email in combined queue – Re-queue your abandoned calls – Screen pop from email addresses – Provide automatic updates and replies to customers – Integrate with Microsoft Outlook® – Combined voice and email reporting
    12. 12. slide 12Mitel | Confidential Mitel Business Dashboard Modules CSM Server & Intelligent Router CSM Reporter Pro CSM RealViewer CSM Clients Standard Features Optional Features  Mitel 3300 & 5000 CP Integration  Monitors all internal & external calls  Collects data for all MBD modules  Comprehensive agent historical and real time report generation  Auto-reporter for scheduled reports  Combined voice and email reporting  Displays historical and real-time agent voice call stats on your screen  Visual and audible alarms  Displays historical and real-time agent email stats on your screen  Agent status control  PIM Integration – Act!, Goldmine, Maximizer, MS Outlook, MS Access  Automated Dialing  Custom CRM Integration  Intelligent Router Provides  Advanced Skills Routing  Automation  Multimedia (email) Routing
    13. 13. slide 13Mitel | Confidential Summary Mitel Customer Service Manager gives your contact center staff: Better Understanding Better Monitoring Better Control
    14. 14. slide 14Mitel | Confidential Summary Mitel Customer Service Manager enables you to: Increase Business Performance Increase Business Profitability Increase Business Revenues
    15. 15. Thank you The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorizedPARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.

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