We are pleased to announce the general availability of Mitel Contact Center Enterprise and Business Edition Version 6.0 Service Pack 1 (SP1). This release includes a number of new features and product enhancements, including IVR Routing enhancements, Salesforce.com Connector support updates, and support for Russian user interface and end-user documentation.
At the core of Version 6.0 SP1 are a number of IVR Routing enhancements that improve the flexibility and usability of this next-generation Mitel IVR solution. One of IVR Routing’s most exciting new features is its support for outbound call flows. Outbound call flows make outgoing calls to external and internal numbers. The primary use of outbound call flows is for paging and messaging services, which enhance your internal contact center operations by automating outbound messaging and providing self-service options to your end customers. Version 6.0 SP1 also provides important tools for IVR Routing administrators, including five sample call flows reflecting common business scenarios. These sample call flows not only demonstrate how IVR Routing can efficiently direct calls to appropriate queues but, because they can be imported directly into your IVR Routing application, these samples save you the time of creating call flows specific to your business.
With IVR Routing Version 6.0 SP1, call flows can also interact with external systems to retrieve customer information from databases. This information can be stored in a custom variable and passed on to agents, enabling them to provide informed and responsive customer service. By interacting with custom PowerShell scripts, this new functionality also enables you to perform maintenance on the IVR Routing server from within a call flow, easing the administrative burden on your IT employees. But that’s not all; IVR Routing Version 6.0 SP1 also includes other exciting new features, like dynamic prompts, hunt group resiliency, and increased port limits.
Contact Center Version 6.0 SP1 enables businesses using the Mitel Salesforce.com Connector to stay up-to-date with the latest and greatest release of Salesforce.com. The Salesforce.com Connector is now built using the Salesforce.com CTI Toolkit Release 4.01, which provides support for both Salesforce.com Professional and Enterprise Editions. And, with support for Russian user interface and end-user documentation, Contact Center Version 6.0 SP1 expands the global reach of Mitel Contact Center Solutions with support for new regions.