Applications
83
• Integrates with Contact Center Solutions portfolio to provide unified administration setup
and use as well as access to all that portfolio’s database, templates and reporting and data
mining tools
• Integrates with Mitel OPS Manager for multi-node data collection
The optional Subscriber Services application enables you to create customized telephone rate
plans to cost subscriber calls.
The optional Traffic Analysis application analyzes trunk traffic to maximize service levels and
decrease costs.
Mitel 9910 Commander Contact Center
The Mitel 9910 Commander Contact Centre is an innovative advancement in contact centre
communications and control, extending the boundaries of the customer-agent interaction to
support a wide range of contact types in a completely integrated environment. Commander’s
patented solution provides Multimedia Interaction Management™ through the most
comprehensive set of tools on the market—routing, queuing, tracking, and reporting on inbound
and outbound calls, e-mail, Web Chats, Web Requests, faxes, voice mail, and blended calls
(preview dialing).
Commander handles customer requests from the arrival of an interaction to the final wrap-up.
Fully integrated features such as Interactive Voice Response (IVR) and e-mail parsing identify
customers and their needs. Commander applications query third-party applications or
mainframe databases to lookup customer data or information about a call (that is, who the caller
is, caller ID and type of support contract the caller has) By linking to CRM data, Commander
retrieves details about the customer. Intelligent queuing and data-directed routing ensure an
optimal path for every interaction. By using Web-based administration, real-time monitoring,
and a comprehensive decision management system, you can create a complete, customizable
picture of the contact centre operations for all levels of management.
The Commander solution transforms the contact centre into a true business interaction centre,
embodying characteristics unique to the industry. Features of the system include:
• Internationalized product. The user interfaces and documentation now support localization,
including double-byte encoded languages such as Japanese.
• Complete switch independence and support. The product interfaces to any combination of
switches (PBX, ACD, IP, or central office). It can utilize analog, digital, and
Computer-Telephone Integration (CTI) switch link connections.
• Interoperability with external systems. Business data can be exchanged with any database
or application through industry standard protocols and access methods, including ODBC,
OLE, DDE, HLLAPI, and programmatic interfaces.
• Configurable methods of communication. Interactions are managed and distributed to
agents using customizable prioritization and escalation strategies. Configurable alarms can
be utilized to present visual and audio cues, or trigger any programmable action.
Note: This solution is available in the UK only.
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