Mitel Features

Basic Communication (6)

Phone Calls: Based on 121 Mitel reviews and verified by the G2 Product R&D team. Enables users to place phone calls over the internet.
Video Calls: Based on 35 Mitel reviews and verified by the G2 Product R&D team. Enables users to place video calls over the internet.
Instant Messaging: Based on 53 Mitel reviews and verified by the G2 Product R&D team. Enables users to send instant messages over the internet.
Screen Sharing: Based on 48 Mitel reviews and verified by the G2 Product R&D team. Enables users to share screens over the internet.
Conference Calls: Based on 85 Mitel reviews and verified by the G2 Product R&D team. Enables multiple users to make phone or video calls over the internet at once.
Desk-to-Desk Calls: Based on 115 Mitel reviews and verified by the G2 Product R&D team. Enables users to contact one anothers through mobile phones and landlines.

Hold Music: Based on 90 Mitel reviews and verified by the G2 Product R&D team. Offers users the option to play music for contacts who are on hold.
Automated Attendants: Based on 97 Mitel reviews and verified by the G2 Product R&D team. Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.
VOiP Number: Offers users a unique number that can be dialed from anywhere. 106 reviewers of Mitel have provided feedback on this feature.

Software Pairing: Based on 54 Mitel reviews and verified by the G2 Product R&D team. Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365.
Browser Extension: Based on 49 Mitel reviews and verified by the G2 Product R&D team. Allows users to download the tool along as an extension to their browser of choice.
Individual Download: Based on 57 Mitel reviews and verified by the G2 Product R&D team. Requires users download the software on its own.

Voice: Based on 20 Mitel reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Provides an interface for one or more social media channels.
Web Chat: Based on 10 Mitel reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 12 Mitel reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Based on 12 Mitel reviews and verified by the G2 Product R&D team. Allows CSRs to receive and answer customer emails.

Session Routing: Based on 10 Mitel reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 10 Mitel reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Based on 10 Mitel reviews and verified by the G2 Product R&D team. Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Based on 10 Mitel reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 13 Mitel reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 13 Mitel reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Maintains and shares information across channels and agents as the case progresses.

Session Summary Notes: Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

PBX systems, VoIP Softphone: Contains PBX & VoIP softphone that can be used within the VoIP business system.
Call Management: Manages incoming calls with features such as call forwarding, transferring, and routing.
Network monitoring: Supports real-time network monitoring via dashboards and alerts to identify and resolve issues.
Integrations: Enables integrations with communication and CRM platforms.
Virtual PBX: Provides compatibility with both hosted and virtual PBX solutions.
SIP trunking services: Supports SIP trunking services for local and long-distance calls.