TrustRadius: an HG Insights company

MiContact Center

Score9.5 out of 10

7 Reviews and Ratings

Get a Demo

What is MiContact Center?

Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features MiContact Center has to offer, as determined by TrustRadius' reviewers.
Based on 7 ratings of MiContact Center's features
View all features

Top Performing Features

  • Click-to-call (CTC)

    Allows one-click calling for agents.

    Category average: 8.7

  • Interactive voice response

    Pre-recorded greeting and menu options a customer can select from a telephone keypad.

    Category average: 8.9

  • Agent dashboard

    Enables agents to track and view their individual and team performance.

    Category average: 8.6

Areas for Improvement

  • Call analytics

    Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

    Category average: 8.5

  • Customer interaction analytics

    The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

    Category average: 8.3

  • Predictive dialing

    Dials multiple numbers at once and connects the salesperson if a live speaker answers.

    Category average: 8.7

Reviews

What users are saying about MiContact Center.
View all reviews

Best Cloud calling tool

Nithin RaoView profile
Operations Manager in Corporate at Unocoin: India's Bitcoin & Crypto Exchange (51-200 employees employees)

Use Cases and Deployment Scope

MiContact Center really helped in setting up the contact center for the outsourced process. There have been no major updates from the team from inception but the product works great. The centralised CRM concept from MI is worth the overall price point. We have been using the tool for 2 years and it is one of the best.

Pros

  • Good Backend support
  • Good COnnectivity
  • Analytics

Cons

  • Can be little economic
  • Hustle to find the right analysis
  • Support can be improved

Return on Investment

  • Overall Support system
  • Great NPS score
  • No dropped calls

Alternatives Considered

(EOL) Cisco CloudCenter

Other Software Used

Ozonetel, Zoho Analytics, (EOL) Cisco CloudCenter

Mitel keeps me connected

Incentivized
Verified User
Professional in Human Resources (1001-5000 employees employees)

Use Cases and Deployment Scope

I use MiContact Center on my work cell and all other work issued devices. Its a great way to load contact information and have it available to use. Thsre are times when i am switching devices and the app keeps the ability of me staying productive at and all time high.. I work for a company that spans 8 states. Staying in touch keeps our business running smoothly.

Pros

  • Call forwarding
  • Voicemail
  • Detailed contact list

Cons

  • The app on my phone logs out often.

Return on Investment

  • It keeps all side of our company connected
  • Helps facilitate remote work

Other Software Used

ADP TotalSource, Humanity