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Mitel Cloud Contact Centre
Improve First Contact Resolution

Inbound | Outbound | IVR | Web Chat | Campaigns

Maximising Customer Satisfaction for Your Business

Connect Contact Centre for CLOUD
Mitel's Cloud Contact Centre includes ACD, IVR, computer telephony integration (CTI), outbound campaigns, and multimedia routing, all integrated onto a single, centrally web-managed, highly available Cloud solution.  

UK data centres with 99.999% uptime, backed by Mitel's expert services team. Experience a worry-free contact centre solution while maintaining local control over system call flow scripting and reports.



Phone, Chat, Video & Collaboration All in One

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  Call Routing

  • Skills-based routing

  • Agent priority based routing

  • Service level based routing

  • CRM identity routing



  • Inbound & Outbound Voice

  • Web & Scheduled callbacks

  • Web chat (multiple simultaneous chat sessions)

  • Email (multiple simultaneous chat sessions)

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  • Targeted campaigns

  • Blending inbound and outbound calls.

  • Flexible campaign configuration

  • Sophisticated dial list management

  • Easy to use
  • Fully Featured
  • Intuitive
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Easy for Agents. Delightful for Customers

Transform customer interactions with rich contact centre features.

multi-channel capabilities

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deployment options


UC features


queue, agent, KPI & system administration

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Transform customer interactions with rich contact centre features.

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Inbound Voice

IPS_Place Call-1Outbound Voice (Dial Lists, Call-backs)


and Email Integrations

Advanced Historical Reports

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Full Features Agent Interface

Advanced, customisable IVR

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CRM/Database Integrations

Cloud to Cloud Integration with Salesforce

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Cloud API


Intuitive Web-Based Interface

Transform customer interactions with rich contact centre features.

IPS_Hybrid solution-1Can be deployed in onsite, cloud and hybrid environments

IGB_Dashboard-5-1Easy-to-manage software with powerful administration and reporting

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High availability and built-in disaster recovery

IGB_Dashboard-6Customisable multi-channel routing for improved service

IGB_Tools2Self-service applications for flexibility and choice

IC_Integration-3Integration with enterprise applications for advanced business intelligence

IPS_MiVoice Connect CC-2-1Increased agent utilisation with agents handling multiple interactions simultaneously



Mitel MiCloud Contact Centre

Mitel Connect Contact Center is a powerful yet easy-to-use solution that enables you to build positive customer experiences

Superior Customer Service


Agents interact with customers via advanced features such as web chat and email queues. Deploy the Advanced Interactive Voice Response (IVR) scripting tool, which enables self-service options.

The IVR application integrates with any standard database through ODBC connectors. Standard SQL queries and stored procedure calls are supported. All the information retrieved can be displayed to agents when the call is transferred.

Customised routing plans and distributed agents provide superior service. Simple to configure agent skill-based routing to serve customers based on agent skills, caller identity, wait time, priority or service level.

  • Features to Delight Customers with Ease

  • Increase Efficiency, Reduce Costs

  • Integrate with Third-Party Systems

  • Advanced Real-Time Dashboard

  • Comprehensive Historical Reports

  • Outbound Campaign Functionality

  • Interactive Voice Response (IVR)

  • intuitive web-based interface

Mitel Cloud Contact Center gives your customer service team a powerful multimodal communication platform whether they are in a centralised call centre, or teleworking from a home or remote office.

Mitel Cloud Contact Centre is designed to increase productivity, bring distributed teams together and enable on-the-go workers.

Contact Centre Service Plans

Mitel Connect CLOUD Contact Centre licenses are available in three different service plans - Essentials, Premier and Elite. Service plans can be mixed and matched to fit your needs so you’re always getting the best value. Plus, with cloud evolving as your business demands change is simple. Purchase what you need now and expand as your business grows. By delivering flexible service plans and deployments, you’ll never feel locked into a plan and can support future needs with ease.

Contact Centre



Call routing, IVR and reporting

Monthly Cost

£18 Plus £ POA set-up
MiCloud Essentials features:
  • IVR 
  • Call Routing (time, date, DNIS, etc.)
  • Inbound Call 
  • Personal Agent Queuing 
  • Reporting

Contact Centre


PLUS Outbound

Outbound dialer and callbacks.

Monthly Cost

£30 Plus £ POA set-up
As MiCloud Essentials, plus all of the following features:
  • Skills-Based Routing
  • Agent Priority-Based Routing
  • Callbacks
  • Outbound Dialer

Contact Centre


PLUS Multimedia

Calls, emails, and chats

Monthly Cost

£46 Plus £ POA set-up
As MiCloud Premier, plus all of the following features:
  • Multimedia Routing (emails & chat)

Contact Centre


PLUS Manager

PLUS Management, Reporting, and Director

Monthly Cost

£85 Plus £ POA set-up
As MiCloud Elite, plus all of the following features:
  • Agent & Queue Management 
  • Silent Monitor, Coach, Barge-In 
  • Agent Manager 
  • Historical Reports 
  • GCCS (Graphical Call Control Scripts) 
  • Director 
  • Event Feed API

Mitel MiCloud Connect Phone System

MiCloud Connect lets you move communications and collaboration to the cloud with confidence.

Featuring collaboration to make teams more productive, enhanced customer experience tools, global presence and improved business intelligence with integrations, you can connect your business communications in the cloud. 

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Learn more about Mitel MiCloud Connect

Contact Centre Resources

MiCloud Contact Centre is designed to be the most reliable, flexible and intuitive business communications solution. Mitel brings a fundamentally different approach to phone system technology and the user communications experience to create a seamless delivery of services and applications that work today and adapt gracefully as your business needs change in the future.

Below are a selection of resources for the MiCloud Contact Centre:

Contact Centre Overview

Contact Centre Service Plans

MiCloud Quick View Datasheet


Alternative: 8x8 Virtual Contact Centre

Enhance Customer Experience While Reducing Costs 8x8

Virtual Contact Center from 8x8 provides the advanced communication tools you need to enhance the customer experience and deliver world-class customer support and sales. The 8x8 solution is completely cloud-based, significantly reducing both your capital and operating expenses.

Learn more about the 8x8 Virtual Contact Centre


Downloadable resources on Cloud Phone Systems, Contact Centres, Wireless and much more. 

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Contact us to see how we can help

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01553 666100
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