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
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. 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. 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. 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. 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. 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. 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. 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. 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. slide 13Mitel | Confidential
Summary
Mitel Customer Service Manager gives your contact center staff:
Better Understanding
Better Monitoring
Better Control
14. slide 14Mitel | Confidential
Summary
Mitel Customer Service Manager enables you to:
Increase Business Performance
Increase Business Profitability
Increase Business Revenues
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.
Notes de l'éditeur
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