The Mitel Customer Service Manager is perfectly utilized as an entry-level contact center application for small to medium sized businesses. It uses call performance and call agent reporting as some of the monitoring features, as well as, productivity tools and pop up screens.
Hunt/ring group-based routing and longest idle routing of calls
CSM Clients, which improve agent and supervisor productivity with call management, screen pops with PIM integration, and call control
CSM Reporter Pro, which delivers both historical and real-time management reporting, as well as call recording capability
Intelligent Router – provides more advanced options, such as routing by skills set or look-ahead routing, which changes the route a call takes based on real-time performance indicators
Media Blending – gives you a more flexible approach to contact and availability by allowing you to route media such as email, fax, and SMS text (using appropriate gateways) as email to agents, in the same manner as voice calls