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Contact Centre

Mitel MiCC Enterprise

Transform your Contact Centre into an Omnichannel Customer Experience Centre

Mitel MiCC Enterprise is an omnichannel contact centre solution that helps your business deliver outstanding customer service across all channels. The solution can be deployed on-premise, hybrid or as private cloud. It scales flexibly to meet the needs of small businesses to large corporations. Discover how MiCC Enterprise transforms traditional voice-driven call centres into all-in-one interaction management platforms that enable a seamless omnichannel customer experience.

Your Benefits

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Omnichannel Customer Experiences

Provide a consistent, high-quality customer experience across all contact channels: phone, email, SMS, web chat and social media. Agents can collaborate with experts in real time to resolve customer issues immediately. This results in fewer transfers and callbacks.

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Mobile Employees

Agents can connect to their smartphone and work from anywhere. Supervisors can view real-time dashboards and make configuration changes to agents, queues, skills and priorities directly from their tablet.

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Flexible Deployment

Benefit from the flexibility of deploying MiContact Centre Enterprise: locally, virtualised in your data centre, hybrid or via a private cloud with a native multi-tenant solution.

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Open Architecture

Increase the efficiency of your business processes with the open APIs and toolkits. Easily integrate third-party applications such as WFM, CRM, IVR and ERP. The Mitel Open Media API enables priority routing, queue management and protocols for all types of third-party media.

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Scalability and Resilience

Deploy multiple high-availability servers in a resilient Network Operations Center (NOC) environment to ensure large-scale, distributed provisioning for several thousand concurrent agents.

Empowering Businesses with Robust Contact Centre Tools

In today’s dynamic business landscape, excellent customer service is no longer a luxury, but a necessity. To achieve this, companies need a robust contact centre solution that enables them to optimise customer interactions and gain valuable insights from and for their customer landscape. Our comprehensive contact centre suite offers a range of powerful tools to help you improve your customer service.

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Routing and Communication

Optimise your contact centre with data-driven, skill-based routing for voice, chat, SMS, email, fax, social media and third-party media, as well as web and on-hold callbacks.

Self-service and IVR

Improve your customer experience with self-service IVR including speech recognition and text-to-speech as well as announcements on expected waiting time and position in the queue.

Dashboard and Analytics

Use standardised and customised real-time dashboards and history logs. Also use interaction logs, quality management and advanced speech analytics.

Campaign Management and Dialers

Run effective outbound campaigns with a preview, power and progressive dialer and integrated campaign management.

Agent and Supervisor Tools

Use agent/supervisor instant messaging, mobile agents (smartphone) and supervisors (tablet) as well as silent on-call for customer-centric support.

Integration

Seamlessly integrate standardised and custom CRM systems via open APIs and toolkit. MiCC Enterprise is fully integrated with MiVoice MX-ONE and MiCollab UC.

Our Offering

On-Premise Contact Centre Solutions

With an on-premise contact centre solution, you install and operate all hardware and software in your own company. This gives you complete control over your customer data, the security of your systems, and the ability to customise to your specific needs.

Who trusts us
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Additional Offering

Contact Centre Consulting

We apply our many years of expertise in the planning and implementation of various contact centre solutions in a targeted and profitable way for you. We want to understand your individual requirements for a future CX solution and use them optimally in the solution-finding process.

Cloud Contact Centre Solutions

A cloud contact centre solution is a web-based customer service platform hosted on the cloud, providing flexible, scalable, and cost-effective customer interaction capabilities. With a CCaaS solution, businesses can benefit from the advantages of the cloud without having to worry about the installation, maintenance, and operation.

Contact Centre Integrations

To ensure the best possible customer service can be delivered, integrated third-party solutions let your agents easily involve back-office workers, use available data from several systems, and streamline customer service processes.

How we support you

Unlock the potential of your contact centre with Damovo. We specialise in delivering seamless, end-to-end contact centre solutions tailored to your business needs.

CC Phases
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1  Phase
Understand & Consult
We begin by understanding your business needs and objectives, conducting thorough assessments to identify challenges and opportunities.
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2  Phase
Design
Our experts create tailored solutions, designing contact centre architectures and workflows that align with your goals and optimise efficiency.
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3  Phase
Deploy
We implement robust and secure solutions, ensuring seamless integration with your existing infrastructure while minimising disruption.
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4  Phase
Operate
We provide ongoing support and maintenance to keep your contact centre running smoothly, monitoring performance and addressing issues proactively.
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5  Phase
Improve
Continuously progressing, we analyse insights to refine strategies, enhance efficiency, and deliver superior customer experiences.

Driving innovation - for your future

In today’s world, digital transformation is the key to success. Actively shape your future with a partner for intelligent solutions. Optimise business processes and create strong customer loyalty with innovative products. Committed employees are the key to top performance. Discover the possibilities with us and promote an inspiring corporate culture through intelligent networking and innovative communication. 

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Improve Connectivity
Unified Communications

Your teams are working from home, on site and on the go. In this new world of work, we make sure secure, effective collaboration and communication is part of your business as usual.

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We Communicare
Contact Centre

Improve customer loyalty and satisfaction, and enable a unified experience across your contact channels with the latest contact centre technologies. Whether on-premise, in the cloud or hybrid, we will help you to be more efficient, increase sales, reduce costs, inspire your workforce and also maintain compliance.

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Connect Smarter, Grow Faster
Enterprise Networks

Make your network infrastructure the backbone of your business and a platform for growth. Partner with Damovo to unlock all aspects of digital business potential, achieving increased scalability and flexibility, which in turn leads to enhanced collaboration and improved customer experience.

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Beyond being compliant
Cybersecurity Solutions

Cybersecurity is far more than being compliant – it must be part of your business strategy. With a comprehensive approach, we identify vulnerabilities and risks across technology, processes, and your workforce. This allows us to offer you recommendations for preventing or mitigating the specific risks you face, maximising your security posture.

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Who we are

2,600+

Customers

50+ Years

Experience

600+

Employees worldwide

150+ Countries

Supported

Achieving digital success for your business is about more than technology. It’s about challenging assumptions, developing skills, changing attitudes and constantly building for the future. It’s about people. It’s about strategy. For more than 50 years, our role has been to bring technology, people and strategy together to drive businesses forward.

Let's chat! We're here to help.

Do you have questions, ideas or would you like to talk about the requirements for a new project? We will listen to you and find solutions. Contact us today and let’s get started.

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