June 30, 2014
Mitel Rolls Out Call Center Solution with Lync Integration in UK District
By Oliver VanDervoort
One of the most reliable communications providers in the world, Mitel announced it has rolled out its MiContact Center solution to centers in South Lakeland and the Eden District Councils in Cumbria, England. This solution vastly improves the customer experience in these areas. What makes the virtual solution better is that it has been integrated with Microsoft Lync and that allows home-based agents to work seamlessly into the area contact centers and allows managers to supervise and monitor operations from any location.
The MiContact Center for Lync is therefore able to work with the council’s 25 customer service agents without missing a beat. The solution offers features such as presence-aware telephony, conferencing and messaging. All of these features mean that customer service has been improved ten-fold for customers throughout the area and this in turn has led to a management team quite happy with the results.
Caroline Metcalfe, the contact center team leader at South Lakeland talked about the solution and how it is improving life both for the employees and the customers in a recent statement saying, “With the contact Center, we can provide much richer information to callers and the ease of transferring interactions and collaborating with knowledge workers throughout the council has increased first call resolution rates and reduced call times.”
The solution is specifically geared towards allowing call centers like these to have more flexibility, because it works seamlessly with employees who are working from home. These home-based employees are able to hook into the company’s solutions without there being any kind of lag that could lead to problems carrying out their jobs.
The district councils have said that the Mitel (News - Alert) solution makes them quite a bit more agile. The district says this has also relieved the pressure on the area when it comes to making sure that customers who are calling get the service they need.
Edited by Alisen Downey