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News : South Lakeland and Eden District Councils Select Mitel MiContact
June 26, 2014 -- Business communication provider Mitel has provided MiContact Center for South Lakeland and Eden District Councils in Cumbria, England to enhance customer experience.
The virtual solution, integrated with Microsoft Lync, allows home-based agents to integrate seamlessly into the contact center and supervisors to manage and monitor operations from any location.
Implemented by Gateshead-based IT Professional Services, MiContact Center for Lync from Mitel integrates seamlessly with Microsoft Lync to deliver contact Center applications for the District Councils’ 25 customer service agents.
Caroline Metcalfe, contact Center team leader at South Lakeland said: "With the contact Center, we can provide much richer information to callers and the ease of transferring interactions and collaborating with knowledge workers throughout the council has increased first call resolution rates and reduced call times."
The virtual contact Center environment gives home-based agents complete access to all the voice and data capabilities of the contact Center and ensures customer service is not impacted if agents cannot reach the Council sites.
The management capability has been extended to the home, enabling supervisors to spot problem areas, analyze trends, and make decisions in real-time and also help to take calls at peak times.
Posted by Veronica Silva Cusi, news correspondent
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Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver the benefits of voice, video and data convergence to the user. Mitel's broad portfolio of solutions provide advanced voice, video and data communications platforms, desktop phones and Internet appliances, intuitive applications for customer relationship management and mobility, messaging and multimedia collaboration.
About Eden District Council:
Eden is a local government district in Cumbria, England. Its council is based in Penrith. It is named after the River Eden which flows north through the district toward Carlisle.
Published: Wednesday, July 2, 2014