For businesses in the manufacturing sector, call centre solutions are now a fundamental aspect of day-to-day operations. Customer support has always been a key factor in return business. However, customer experience (CX) is no longer in the hands of the representative – contact centre solutions today play a major role in the customer journey before a representative even sees them in the support queue.  

Customers want their journey to feel personal, which sadly, legacy contact centre solutions did not achieve.

Historically, support calls were handled by different members of the support team, who, to add insult to injury, then requested the customer, who was often already disgruntled at having to navigate a complex options menu, to explain the history of the support case. The call was then passed onto a colleague who may or may not have been able to help. But the cycle continued, nonetheless. The problem was not with the support staff. The call centre solution wasn’t really a solution. It was clumsy, inflexible and often resulted in negativity, poor reviews, and therefore was detrimental.

Those days are over.

Contact Centre Solutions from Mitel  

The Mitel MiCloud Flex UCaaS offering, with its contact centre solution, puts customer experience first, transforming the way support calls are handled.  

The omnichannel customer experience allows customers to choose which medium to raise a support ticket, either through call, SMS, email, messenger or even video. Customers are automatically directed to the correct queue, where businesses can choose, at that stage, to deliver pre-support advice using Google’s artificial intelligence and machine learning capabilities. This alone reduces the volume of calls being transferred to employees, and as a result, improves the CX.  

Should a call be transferred to a member of the support team, the solution presents the operative with the customer’s history, saving time and demonstrating competence. The solution also reduces frustrations for the customer and places the support operative on the front foot, which is key to ensuring the ticket is closed efficiently, and effectively.  

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Google’s machine learning tools present the operative with relevant data to help them guide the customer to a conclusion.   

Data gleaned from the various call centre solution channels can then be mined to understand trends, successes, failures, and statics, to further enhance the solution to work for the business.  

In today’s world, with thousands of contact centres being operated from employees’ homes, the ability to enable staff wherever they are is fundamental. Mitel’s MiCloud Flex can be run over WebRTC, meaning that the solution can be accessed through any web browser with just a headset, or even using a computer’s built-in speakers and microphone. 

Mitel have gone to great lengths to ensure their UCaaS solution sits at the top of the tree, ticking all the compliance and security requirements a contact centre solution might require, without the need for third party plugins.  

The solution can be full cloud, with each customer residing on its own tenant, or if the organisation is still depreciating UC&C hardware, a hybrid approach may be possible. With the flexible Opex licence model replacing hardware investments, the solution is ideal for those businesses looking for the ability to flex with the challenges of the modern world. 

Mitel Gold Partner

In fact, as a Mitel Gold Partner, we have seen such an interest in the contact centre solution, that we are offering a free consultation to UK manufacturing businesses to see how Mitel can transform customer support experiences. Our sector specialist, Matt Newman, has the following to say about Mitel’s MiCloud offering: 

“Being a Mitel Gold Partner enables Timico’s customers to benefit from the scalability and flexibility of the world’s leading cloud voice provider all running from Googles Cloud Platform. For Construction and Manufacturing this delivers proven reliability, security, uptime and unified scalable mobile communications to everyone regardless of location via a simple browser. This model proves a win for CXO’s and is fully manageable all from a single location, meaning it is perfect for multi-office/site environments. Our customers are realising the benefits of combining this with their existing CRM and intelligent contact centre application to deliver seamless communication and enhanced customer experience all from a single platform”. 

So, is your business’ contact centre solution creating a poor customer experience? Does your support team have all the tools they need? And can the system flex to the challenges of tomorrow? 

If the answer to those questions is, ‘No’, think about the Mitel MiCloud Flex UCaaS solution and how that might improve your customers’ experience. 

Arrange your free consultation or download our free Mitel whitepaper to learn more.