business

"GCEC Telecom has been a trusted friend and telecom provider for our network system for over 10 years now. Anytime we've had a question or issue with our Mitel System, they have been quick to respond and troubleshoot a solution."

Steve Taylor
Assistant Vice President
Texas Star Bank
10 year customer
"GCEC Telecom has proven to be the best resource for our telecom needs. Their service and responsiveness as a provider along with the expertise in the Mitel Intertel products have proven to be a real asset to our hospital. We are very pleased with the Mitel system because of its flexibility and the framework it provides to manage applications in the future."

Bill Bock
ITS Systems Tech ll
Texas Health Presbyterian WNJ
5 year customer
"We needed a system that would manage to both the mobile and internal IP needs. GCEC Telecom has been a trusted supplier for over 10 years now. They have been with us so long that I couldn't imagine working with anyone else because they truly understand our business' communications needs."

Niel McCluskey
IT Manager
Weber Aircraft
10 year customer
"As you know, data management plays a vital role in an educational environment and with the Mitel- Intertel System, we were able to integrate our voice system with our data network. GCEC Telecom knows the system inside out and unlike most telecom providers, we actually know our representative on a first name basis!"

Sandi Russell
Communications Specialist
Austin College
10 year customer
"A few years ago, we were in the process trying to integrate our telecom system with our laptops and desktop PC's and GCEC Telecom came in with an off-the-shelf system that was affordable yet functional enough to expand with our future needs. Toshiba's Strata CIX40 IP business communication system has so much flexibility to expand with our management needs. Thank you GCEC Telecom for setting us up and keeping our operations running smoothly!"

Debbie Eldridge
Executive Director
Sherman Housing Authority
almost 5 year customer

Mitel Customer Interaction Solutions

Customers can make or break your organization. Your contact center provides an introduction to your organization, and customers will make decisions about the efficiency, politeness, and accuracy of your organization based on the performance of your contact center. You never get a second chance to make a first impression. Make your contact center work for you, with Mitel Customer Interaction Solutions.

Challenge	Solution
Profitability	Having the right contact center solution can drive your customer service level to new heights and add to your profitability. The results are immediate customer gratification, enhanced customer loyalty, and ultimately, increased customer spending.
Market share	An efficiently managed, proactive, and customer-focused contact center offers powerful, compelling business advantages that can have a dramatic and positive impact on your market share.
Competitive advantages	Helping your customer service representatives answer customer inquiries more quickly and efficiently than your competitors is the key competitive advantage of Mitel Customer Interaction Solutions.
Evolving contact center needs	As your customer base grows and your contact center needs change, Mitel solutions provide the flexibility to integrate increasingly sophisticated capabilities while maintaining high service levels.
Cost-effective investment protection	Mitel Customer Interaction Solutions builds onto your existing Microsoft infrastructure to further protect your investment. Mitel solutions are modular, so you can add applications as your needs dictate. Mitel solutions offer the most economical total cost of ownership and an immediate return on investment that is measurable, sustainable and affordable.
Customer acquisition and retention	Excellence in customer service is required of today's contact centers. Mitel IP communications solutions provide a contact center infrastructure designed to empower your customers, leading to greater customer retention and acquisition, and ongoing business success.
Customer loyalty	Providing excellent products and prompt service is critical to earning customer loyalty. Loyalty is built by resolving customer issues on the first call. Mitel Customer Interaction Solutions equips agents with enabling tools - such as presence information - so they can quickly resolve issues and establish a true connection with customers. Mitel Customer Interaction Solutions equips agents with information to identify and serve customers immediately upon contact arrival.
Business continuity	How well is your company protected against the impact of disasters like pandemics, fires, and blackouts? Mitel provides solutions that ensure your contact center avoids single points of failure, and can recover from disaster quickly. Mitel provides you with the potential to quickly failover to alternate contact center locations, and provide agents with the ability to work from home in the event of disaster.

Businesses come in all sizes and their contact center requirements and capabilities vary greatly. This is why Mitel, a trusted provider of award-winning IP communications solutions, developed its Mitel Customer Interactions Solutions set. A highly flexible, two-tiered offering, the set is comprised of Contact Center Enterprise Edition - for highly sophisticated large scale contact centers - and Contact Center Business Edition - for individual contact centers that have 25 or fewer agents. These contact center offerings provide organizations of any size with the flexibility to implement contact center solutions for their unique service requirements and provide a sophisticated, cost-effective competitive advantage for today and tomorrow.

Some of the Customer Interaction Solutions applications are well-suited to both types of contact centers. Contact Center Enterprise Edition provides support for large contact centers and additional features required of sophisticated contact centers.

Contact Center Business Edition

Contact Center Screen Pop

Mitel Contact Center Screen Pop provides instant access to information, delivering caller and account details to employees as they receive calls.

Automatic Call Distribution

Mitel's IP communications platforms (ICPs) are advanced Automatic Call Distribution (ACD) packages that enable calls to be evenly distributed among the agents in a group, for a cost-effective use of pooled resources and improved customer service.

Mitel Contact Center Management Business Edition

Mitel Contact Center Management Business Edition is a web-based, single-site contact center management solution that provides historical voice reporting and real-time monitoring for agents and supervisors, regardless of where they are geographically located. Mitel Traffic Analysis, an add-on application to Mitel Contact Center Management Business Edition, provides detailed reporting to help optimize your trunk configuration.

Interactive Contact Center Business Edition

Mitel Interactive Contact Center Business Edition enables dynamic control of agents and queues, scheduled and on-the-fly.

Intelligent Queue Business Edition

Mitel Intelligent Queue Business Edition is an all-in-one, scalable, web-based integrated, voice processing solution that provides intelligent messaging, voice callbacks, enhanced routing, reporting capabilities, database verification, and screen pops when integrated with Mitel Agent Portal.

Contact Center PhoneSet Manager and Contact Center Softphone

Mitel Contact Center Softphone provides complete phone set functionality from your computer desktop with intuitive visual point-and-click access to the advanced call management features of the 3300 IP Communications Platform (ICP). A computer and USB headset deliver voice media to the agent.

Agent Portal

Mitel Agent Portal is a screen pop application that co-ordinates the delivery of voice calls and relevant data screens to agent desktops.

Call Accounting

Mitel Call Accounting is an add-on application to Mitel Contact Center Management that streamlines communication cost management. Call Accounting tracks and provides reports on your telephone system costs so you can manage your telephone expenses and activity effectively.

Remote Agents

The Mitel Teleworker Solution is an optional module that supports remote agents with complete access to voice and data capabilities that colleagues inside a contact center enjoy at the office.

Contact Center Enterprise Edition

Automatic Call Distribution

Mitel Contact Center Enterprise Edition ACD offers scalability to thousands of ACD agents, Resiliency to provide "always on" service, and virtual capability that takes advantage of your company's expertise in various locations.

Contact Center Screen Pop

Mitel Contact Center Screen Pop provides instant access to information, delivering caller and account details to employees as they receive calls.

Mitel Contact Center Management Enterprise Edition

Mitel Contact Center Management Enterprise Edition is a web-based, multi-site contact center management solution that provides advanced capabilities for historical reporting, real-time monitoring, and forecasting for all agents and supervisors, regardless of where they are geographically located, using all manner of communications media: voice, email, web chat and fax.

Interactive Contact Center and Interactive Visual Queue Enterprise Edition

Mitel Interactive Contact Center Enterprise Edition allows dynamic control agents and queues, scheduled and on-the-fly. Mitel Interactive Visual Queue is an add-on application to Mitel Interactive Contact Center Enterprise Edition that provides call prioritization, allowing contact center supervisors and authorized agents to view calls within queues, dynamically control the status of ACD calls in queue, and change the answer point / priority of calls on demand.

Intelligent Queue Enterprise Edition

Mitel Intelligent Queue Enterprise Edition is an all-in-one, scalable, web-based integrated, voice processing solution that provides intelligent messaging, voice and web callbacks, call recording, enhanced routing, reporting capabilities, database verification, and screen pops when integrated with Mitel Agent Portal.

Multimedia Contact Center

Mitel Multimedia Contact Center is an advanced multimedia routing solution that routes emails, web chats and faxes to the longest idle agent or preferred agent (recognizes the agent who handled this customer previously) and enables multimedia historical reporting, real-time monitoring and forecasting.

Contact Center Scheduling & Schedule Adherence

Mitel Contact Center Scheduling provides supervisors with forecasting and scheduling capabilities to optimize skill and labor requirements to valign with their call traffic. Mitel Contact Center Schedule Adherence is an add-on application to Mitel Contact Center Scheduling that compares daily schedules to real-time information, and informs managers in real time of agents? adherence to their schedules.

Contact Center PhoneSet Manager and Contact Center Softphone

Agent Portal

Mitel Agent Portal is a screen pop application that co-ordinates the delivery of voice calls and relevant data screens to agent desktops.

Call Accounting

Customer Relationship Management Integration

Customer Relationship Management (CRM) Integration will integrate legacy, custom and / or new CRM applications into a contact center's IT infrastructure and operations.

Interactive Voice Response

Mitel Interactive Voice Response (IVR) provides comprehensive read / write access to customer database information based on unique identifier, or menu selections, designed to meet the specific needs of individual contact centers? business processes. Mitel IVR is fully customizable and offers speech recognition for menu traversal and text to speech playback of database information. Integration with several industry leading Customer Relationship Management (CRM) databases is available.

Outbound Dialing

Mitel Outbound Dialing is an automated dialing solution that is available as either preview or predictive dialing.

Remote Agents

The Mitel Teleworker Solution is an optional module that supports remote agents with complete access to voice and data capabilities that colleagues inside a contact center enjoy at the office.