Mitel Contact Centre Integration

Boost service & efficiency by embedding video, voice, enhanced chat and cobrowsing into MiCC and Web Ignite.

Go beyond voice with enhanced chat, AI, cobrowse and video chat

  • Enhanced web chat with dynamic canned messages, real-time translation, PCI compliance, AI chatbot integration, and more

  • Cobrowse and screenshare to increase first contact resolution

  • Meet customers virtually with video chat embedded into your website

  • Social media messaging integrations - including chatbots!

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A complete suite of digital customer contact channels

video recorder
Video Chat

Embedded live video chat with mobile support and recording - fully customisable to meet your contact centre's needs.

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Live Chat

Advanced & secure web chat with dynamic canned messages, real-time translation, PCI compliance, and message preview.

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Cobrowse & Screenshare

Secure cobrowsing and screensharing for embedded customer support and sales.

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Live voice calls, web callbacks, and PSTN capabilities for real-time communication.

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AI-Powered Virtual Agent

Conversational chatbot with seamless live-agent transfer, available on your website, app, and over social media and WhatsApp.

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Social Media Messaging

Manage WhatsApp and social media messaging with image support capabilities for smarter customer engagement.

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Leverage existing workflows with seamless MiCC integration

  • Bring chat, video and cobrowse into Web Ignite to create a single pane of glass for agents

  • Unify reporting within Mitel to understand and manage all contact channels

  • Create blended, dynamic agent workloads with real-time intelligence and agent performance tracking.

Maintain a single view of the customer across channels

  • Identify returning customers with case history and interaction history for a holistic view of the customer

  • See the customer journey and see authentication details and session context, e.g. account ID or basket contents

  • Lookup customer data and integrate into existing CRM systems

  • Understand user behaviour and uncover trends with Google Analytics integration

Mitel solutions partner live chat
Mitel solutions partner live chat

On-Brand Real-Time Website Engagement

  • Highly configurable interface to suit your brand and website goals,
    including a no-code chat widget builder and customer queue
    management messages.

  • Create rules to trigger appropriate contact at the right time

  • Deploy easily via copy/paste code or Google Tag Manager

  • Dedicated technical team for seamless deployments

  • Embed into your native iOS/Android mobile app

All your contact channels in one system

MiCC lets you route Talkative interactions using Mitel’s routing engine, handle interactions within Ignite, and report on chat, cobrowse and video within Mitel.

The most successful customer care teams take an omnichannel approach - where your systems are truly integrated and you maintain a single view of the customer.

Together, Talkative and Mitel lets you manage customer interactions from website, telephony and email in the same place.

Talkative Engage agent dashboard analytics live chat management
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By integrating Talkative into Mitel, Bravissimo has seen a huge number of improvements, including 60% increase in interactions, 75% increase in agent utilisation and reduction in chat abandonment rates by 70%.

Mitel Integration FAQs

Which Mitel licences do I need?

You will need to be on MiCCB 9.0 or higher, plus agents will need Multimedia licences to enable the Open Media API.

For MiCC Enterprise users, there are no licence requirements other than the latest updates available.

Does this mean two sets of reports?

The beauty of the MiCC integration is that Talkative interactions are reported on within MiCC, i.e. Web Ignite and Contact Centre Client.

How do agents receive video chats?

Video chats are answered by agents in the same way as normal inbound chats and calls. The Talkative video chat is routed through MiCC to a queue as an ACD interaction.

How does Talkative's licensing work?

The Talkative solution is licensed on a per-concurrent agent basis. Please contact us or your Mitel channel partner for  pricing and deployment instructions.

Request a live demo

Fill out the form and one of our team will walk you through a demo and answer any questions you might have!