Mitel Customer Service Manager

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Agent and system resource optimization

Agent productivity and effectiveness

Agent performance

Drive Your Business with Mitel Customer Service Manager

Optimize

Measure

Monitor

An Entry-Level Contact Center for Mitel Communications Platforms

Training needs, cost savingsIdentify

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Established Market Presence

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Get the Complete Picture

Building on Mitel Business Dashboard functionality, Customer Service Manager adds entry-level Contact Center functionality

– Agent visibility and control

– Supervisor positions for monitoring and control of agent groups

– Multimedia allowing your customers to contact you via email as well as voice

– Complete historic and real-time reporting for voice and email

– Visual wallboards for agents or agent groups

You can’t manage what you can’t measure

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Enterprise-Wide, Centralized Reporting

Centralized reporting for your entire enterprise

– Remote locations

– Remote employees

Operations / Warehouse

Multi-level business analysis

– Location

– Department

Marketing Sales

Note: 5000 CP Only. 3300 Roadmap Item for R6.0

– Workgroup

– Agent

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Spend Less Time Making Better Decisions

Focus on business priorities by filtering out unimportant information

– Customizable filters

– Drill-down views

Customizable reports and color graphical displays

Easy to use

– Easy-to-understand interface

– Intuitive menus

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Maximize Contact Center Effectiveness

Track all aspects of contact center activity

– Calls

– Emails

– Agent states

– Service levels

– Lost calls

– Line usage

Identify areas requiring improvement

Automate reports – printing, emailing, or publish to web

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Agent Productivity

Queue Activity

– See callers in queue

– See emails in queue

– View call history

Telephony control from your PC

– Agent login / logout and status change

– Call annotation

– Set account code

– See colleague status

– Automate call actions based on call

type or agent status change

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Agent Productivity

Screen pop database records

on incoming and outgoing

calls or emails

– Out of the box integrations with

Microsoft® Office, Microsoft

Access®, Goldmine®, ACT! By Sage,

Maximizer™

– Answer callers by name

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Supervisor Control

Agent and queue visibility

– See how many calls are waiting

– View longest call waiting times

– See agent status and time in that status

Monitor and control agent call activity

– Listen in or intrude on calls

– Steal calls

– Force agent state changes

– Identify areas for improvement

Reporting

– View real-time and historic information

– Run reports on demand

– Schedule automatic reports

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Multimedia Option

Customers can contact you by voice or email

– Voice and email in combined queue

– Re-queue your abandoned calls

– Screen pop from email addresses

– Provide automatic updates and replies to customers

– Integrate with Microsoft Outlook®

– Combined voice and email reporting

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Mitel Business Dashboard Modules

CSM Server & Intelligent Router

CSM Reporter Pro

CSM RealViewer

CSM Clients

Standard Features Optional Features

Mitel 3300 & 5000 CP Integration Monitors all internal & external calls Collects data for all MBD modules

Comprehensive agent historical and real time report generation

Auto-reporter for scheduled reports

Combined voice and email reporting

Displays historical and real-time agent voice call stats on your screen

Visual and audible alarms

Displays historical and real-time agent email stats on your screen

Agent status control PIM Integration – Act!,

Goldmine, Maximizer, MS Outlook, MS Access

Automated Dialing Custom CRM Integration

Intelligent Router Provides Advanced Skills Routing Automation Multimedia (email) Routing

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Summary

Mitel Customer Service Manager gives your contact center staff:

Better Understanding

Better Monitoring

Better Control

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Summary

Mitel Customer Service Manager enables you to:

Increase Business Performance

Increase Business Profitability

Increase Business Revenues

Thank you

The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel

authorizedPARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential

and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company .