Mitel 3300 ICP Integration
Enhance your Mitel 3300 ICP with Encore
The Encore® workforce optimization and workforce engagement management solution includes interaction recording, performance evaluations, analytics, coaching, surveys and more. Encore’s workforce management tools provide scheduling, forecasting and real-time, inter-day schedule adherence.
Enhanced Quality Management & Business Intelligence
Encore’s Mitel 3300 ICP integration software captures and writes key metadata from the 3300 PBX to searchable fields in recorded interactions. While many solutions only capture basic data such as date, time, ANI and DNIS, Encore goes beyond the basics to capture and store data that provides users with the ability to quickly and efficiently retrieve:
- Related calls for reviewing the entire customer experience
- Recorded interactions that required customers to be “on hold” and the associated hold times
- Incoming vs. outgoing calls
- Internal vs. external calls
By combining the metadata from Mitel with data from Encore Desktop and Speech Analytics, DVS adds even more business insight and intelligence to recorded interactions.
Solution Flexibility & Interoperability
Many enterprises have a mixed communication platform environment. Encore’s CT Integration software supports all the major brands, delivering one unified experience, regardless of the number of underlying platforms.