Contact Centers

Businesses come in all sizes and their contact center capabilities and requirements vary greatly. Whether you have a large, virtual contact center with multiple sites, or are simply looking for business reporting applications to improve the operational efficiencies of your internal workgroups, Marco has the solutions you need to manage and grow your business.

As a Mitel Diamond Partner, Marco has been providing its customers with innovative communication systems since 1986. We can implement a Mitel contact center solution for your Mitel communications system that allows you to handle customer inquiries quickly and efficiently and empower managers to improve business processes.

Contact Center Solutions
Marco's Contact Center Solutions from Mitel deliver superior customer service while controlling contact center costs. Robust communications platforms, automated call distribution (ACD) software, and a modular suite of feature-rich, Web-based applications allow you to measure and manage your operations and increase supervisor and agent productivity.

Business Reporting Applications:
Mitel Business Dashboard - Would you run your Web site without being able to obtain data on how many unique visits you receive, how long people stay, and where they go? Probably not. So why accept anything less with your phone system?

Mitel Business Dashboard gives you both a complete real-time and historical view of what is happening on your Mitel communications system so that you can:

• Optimize your use of both employees and system resources
  Measure customer response to marketing and sales campaigns
• Monitor employee performance and identify opportunities for improvement
• Identify opportunities for cost savings

With Mitel Business Dashboard you can answer questions like:

• How many people called your business yesterday?
• Are any of your trunks being underutilized - is this an opportunity for cost savings?
• Are your business hours appropriate for when customers are actually calling?
• How quickly are calls being answered?

Mitel Customer Service Manager Server - monitors your entire phone system, including all internal and external calls, and provides data to other Customer Service Manager modules for business reporting and team productivity.

Mitel Call Accounting - is a comprehensive call costing solution that enables you to monitor and control telecommunication costs and give you a true picture of how much money is being spent and who is spending it. Call Accounting enables you to:

• Monitor usage and establish call patterns for departments and workgroups
• Track, report and control telecommunication costs
• Perform cost recovery and carrier bill reconciliation
• Know if costs are excessive because employees are sharing toll free lines, calling restricted numbers, or calling their friends long distance