Scope / deliverables
- MiContact Center: voice, email, web chat, SMS in single queuing engine
- Skill-based routing, priority queue, overflow and callback
- Real-time supervisor dashboard: agent status, SL, wait time
- WFM: shift planning, adherence, forecast
- CRM screen pop: Salesforce, SAP, Microsoft Dynamics and custom
- Mitel Border Gateway (SBC): TLS/SRTP security for SIP trunk
- Promark: needs analysis, licensing, IVR setup and training
Tags
MiContact CenterOmnichannelWFMACDIVRSBCMitel
Vendor‑neutral approach: We select architecture/components based on need; platforms like Unify/Mitel can be positioned as options.