MiCloud Engage Contact Center

Pros: I liked the ability to see and manipulate calls and call receivers in real time.

Cons: At times this product would freeze or fail until the full upgrade was purchased and installed.

Overall: Overall experience was not that bad however, depending on the business you are trying to run this may not be the product for you. Works well in call center professions.

Pros: Nice GUI and features that are available are great once we get them working. I liked the ability to store customizations server side so they were with me no matter the machine i signed on

Cons: The support. It was difficult to find the right person to help with specific problems. Mobile client setup is far more complicated than it needs to be IMO

Pros: Contact center is a great resource for our MSP's helpdesk. We get loads of data that helps us improve our helpdesk services and manage the workload

Cons: Many of the features are spread around between different portals and websites. One place for everything would be ideal.

Comments: I use the Mitel system for our treatment center and it has great functionality for our call center as well as management and supporting staff. We are still new to the system so I haven't unlocked all the features yet, but the system is robust with a lot of room to grow as my company does.

Pros: I love the reporting capabilities and the ability to hot swap from my cell to my desk phone while on a call.

Cons: Installation for multi-location has been a beast, but may be more related to the contractor than the system

Pros: Its has the basics a contact center requires, easy to use and overall the application is very stable.

Cons: for most small to medium contact centers it should be enough,but to compete with the top 5 brands it would need more feature rich dialer