MiContact Center Business from Mitel

A contact center solution with financial services capabilities for pension fund management. Features include secure member verification, intelligent routing based on member profiles, self-service pension calculators, document sharing, and integration with pension administration systems to provide comprehensive member information.

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Product analysis by function

Call Center Technology for Member Administration

Integrated telephone systems, CRM software, and knowledge bases that support member service representatives in responding to inquiries and service requests from pension plan participants.
More Call Center Technology More Member Administration ...

Call Handling and Routing
(7 Yes /7 Known /12 Possible features)

Member Authentication and Security
(5 Yes /5 Known /12 Possible features)

Pension Information Management
(4 Yes /4 Known /13 Possible features)

Agent Assistance and Knowledge Management
(3 Yes /3 Known /13 Possible features)

Call Recording and Quality Management
(3 Yes /3 Known /13 Possible features)

Omnichannel Integration
(4 Yes /4 Known /12 Possible features)

Reporting and Analytics
(2 Yes /2 Known /13 Possible features)

Integration Capabilities
(3 Yes /3 Known /13 Possible features)

Workforce Management
(0 Yes /0 Known /13 Possible features)

Technology Infrastructure and Security
(7 Yes /7 Known /13 Possible features)

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Automatic Call Distribution (ACD) System that automatically routes incoming calls to the most appropriate agent based on predefined rules, skills, or availability.		MiContact Center Business is marketed as an intelligent call routing system, referencing ACD in Mitel's official documentation.
Interactive Voice Response (IVR) Automated system that interacts with callers through voice commands or keypad selections to direct inquiries before reaching an agent.		Interactive Voice Response (IVR) is a standard feature in MiContact Center Business, enabling self-service for pension calculators as stated on the vendor’s feature sheets.
Skills-based Routing Capability to route calls to agents with specific pension expertise (benefits, contributions, retirement planning, etc.).		Skills-based routing is supported with routing rules based on agent expertise and member profiles (as per documentation and solution overview).
Queue Management System to manage waiting callers with features like callback options, position announcements, and estimated wait times.		Queue management is featured including estimated wait times and callback options (see feature list).
Call Prioritization Ability to prioritize calls based on member status, urgency, or other defined criteria.		No information available
Maximum Queue Time The maximum time a caller is expected to wait in queue before being connected to an agent.		No information available
Call Capacity Maximum number of concurrent calls the system can handle without degradation.		No information available
Virtual Hold Technology Allows callers to maintain their place in queue without staying on the line, receiving a callback when an agent becomes available.		Virtual hold (callback/virtual queue) options mentioned in collateral, allowing callers to receive a call back rather than wait on the line.
Multi-language Support Ability to route calls to agents with specific language skills or provide automated translations.		Multi-language routing and agent matching is referenced in solution materials.
Emergency Override Routing Capability to implement emergency routing protocols during high call volume periods or system issues.		No information available
Overflow Routing Automated routing of calls to secondary queues or external support when primary resources are at capacity.		No information available
Call Back Scheduling Allows members to schedule specific callback times that fit their availability.		Call Back Scheduling is referenced as a member-focused callback option in solution guides.

Multi-factor Authentication System that requires multiple verification methods to confirm caller identity.		Multi-factor authentication support listed as 'secure member verification' in product descriptions, typically combining personal info and other secure validation.
Voice Biometrics Technology that identifies members by their unique voice patterns, reducing the need for security questions.		No information available
Knowledge-based Authentication System that verifies identity through questions about personal information or account history.		Knowledge-based Authentication (questions about member history) are part of verification processes in banking contact centers, including those marketed by Mitel.
Secure PIN/Password Validation Capability to securely validate member-created PINs or passwords without agent visibility.		Secure PIN/Password validation referenced as part of compliance and member protection measures.
Call Recording Encryption Technology that encrypts recorded calls containing sensitive pension information.		Call recording encryption is standard for financial service deployments and mentioned as 'secure call recording' on Mitel materials.
Automatic Sensitive Data Masking System that automatically masks or redacts sensitive information (SSN, account numbers) in recordings and transcripts.		No information available
Session Timeout Controls Automatic timeout of authenticated sessions after periods of inactivity.		Session timeout and security controls for inactivity are standard features in enterprise contact center solutions and referenced in the compliance section.
Authentication Success Rate Percentage of authentication attempts that are successful on first try.		No information available
Fraud Detection Algorithms AI-powered systems that detect potential fraudulent calls or authentication attempts.		No information available
Secure Document Exchange Ability to securely send and receive documents during the call session.		No information available
Compliance Recording Announcements Automated notifications informing callers about call recording for compliance purposes.		No information available
Identity Verification Time Average time required to complete member authentication process.		No information available

360-Degree Member View Unified interface displaying all relevant member pension information, history, and interactions in one view.		360-Degree Member View is enabled through integration with pension admin systems—'comprehensive member information' noted in product literature.
Real-time Benefit Calculations Ability to perform on-the-fly pension benefit calculations during member interactions.		Real-time benefit calculation tools referenced as part of self-service and agent interaction features.
Document Access and Management System allowing agents to quickly access, view, and share relevant pension documents and forms.		Document sharing and management highlighted; agents can access and send relevant member documents.
Contribution History Display Visual representation of a member's contribution history and patterns over time.		No information available
Retirement Projections Tools to create and share retirement income projections based on current pension status.		No information available
Beneficiary Information Management System for viewing and updating pension beneficiary information during calls.		Beneficiary info updates possible during calls through pension system integration—'comprehensive member management' is referenced.
Service Credit Tracking Tools to view and calculate service credits that affect pension benefits.		No information available
Plan Comparison Tools Functionality to compare different pension plan options available to the member.		No information available
Tax Withholding Management System for viewing and updating tax withholding preferences for pension distributions.		No information available
Information Retrieval Speed Average time to retrieve complete member pension information after authentication.		No information available
Historical Transaction Search Ability to quickly search and retrieve historical pension transactions and changes.		No information available
Regulatory Compliance Tracking System that flags relevant regulatory requirements during pension discussions (required distributions, contribution limits, etc.).		No information available
Data Synchronization Frequency How often member pension data is synchronized between systems to ensure accuracy.		No information available

Pension Knowledge Base Searchable repository of pension rules, procedures, and guidelines accessible to agents during calls.		Searchable knowledge base is a core feature for agent support; referenced in Mitel's knowledge management documentation.
AI-Powered Suggestion Engine System that suggests relevant information and next steps based on the context of the pension conversation.		No information available
Guided Call Scripts Interactive scripts that guide agents through complex pension discussions or procedures.		No information available
Real-time Compliance Alerts System that alerts agents to potential compliance issues during pension discussions.		No information available
Screen Pop Integration Automatic display of relevant pension information on agent screen when call is connected.		Screen pop with relevant member/pension info on incoming calls referenced as 'automated information display'.
Supervisor Silent Monitoring Ability for supervisors to listen to calls and provide real-time guidance to agents handling complex pension issues.		No information available
Call Annotation Tools Functionality for agents to add notes and annotations to member accounts during or after calls.		Call annotation for follow-up and documentation is available in the agent desktop toolset.
Dynamic FAQs Frequently asked pension questions that update based on trending member inquiries.		No information available
Knowledge Base Search Speed Average time to retrieve relevant pension information from knowledge database.		No information available
Regulatory Update Notifications System that notifies agents about pension regulation changes that affect member discussions.		No information available
Agent Training Modules Integrated training content for ongoing agent education on pension topics.		No information available
Knowledge Base Articles Number of articles in the pension knowledge base available to agents.		No information available
Content Freshness Metrics Average age of knowledge base content to ensure pension information is current.		No information available

Call Recording System that records pension-related calls for quality, training, and compliance purposes.		Call recording is a core compliance and training tool in MiContact Center Business, especially for regulated industries.
Screen Recording Capability to record agent screen activities during pension interactions for training and quality assurance.		No information available
Automated Quality Scoring AI-powered system that scores calls based on predefined pension service quality metrics.		Automated Quality Scoring is available via Mitel's Speech Analytics integrations for quality and compliance.
Speech Analytics Technology that analyzes call content for compliance, sentiment, and pension-specific keywords.		No information available
Performance Dashboards Visual representations of agent and team performance in handling pension inquiries.		No information available
Custom Evaluation Forms Configurable evaluation templates specific to different types of pension interactions.		No information available
Calibration Tools Systems that help standardize quality evaluations across different supervisors and pension call types.		No information available
Recording Storage Duration Length of time call recordings are retained for compliance and quality purposes.		No information available
Audio Quality Rating Measurement of the clarity and quality of recorded calls.		No information available
Sentiment Analysis Technology that evaluates member emotional state and satisfaction during pension discussions.		Sentiment Analysis is referenced in the advanced analytics and reporting section for quality management.
Coaching Queues System for flagging calls that require supervisor review or agent coaching on pension topics.		No information available
Compliance Phrase Detection Automated detection of required compliance phrases in pension-related conversations.		No information available
Evaluation Completion Time Average time to complete quality evaluations of pension-related calls.		No information available

Channel Switching Ability for members to seamlessly switch between phone and digital channels during pension inquiries.		Omnichannel capability is stated, with seamless transitions between voice and digital channels.
Unified Interaction History Consolidated view of member interactions across all channels related to their pension account.		Unified view and tracking of member activity and interactions is included in omnichannel modules.
Secure Email Integration System for sending and receiving secure emails regarding pension matters during or after calls.		No information available
SMS/Text Capabilities Ability to send text messages with pension information or links during or after calls.		No information available
Co-browsing Technology allowing agents to navigate pension web pages together with members during calls.		No information available
Video Chat Support Capability to escalate calls to video interactions for complex pension discussions.		No information available
Self-service Portal Integration Seamless connection between call center and online pension self-service functions.		Web self-service portal integration is supported and discussed as a key offering for pension fund clients.
Digital Document Sharing Ability to share pension documents digitally during or immediately after calls.		Digital document sharing capabilities are part of the solution, highlighted for financial services use cases.
Channel Consistency Score Measurement of how consistently pension information is presented across different channels.		No information available
Social Media Integration Connection between call center and social media communication channels for pension inquiries.		No information available
Mobile App Integration Capability to connect call interactions with pension fund mobile application features.		No information available
Cross-channel Transfer Time Average time required to transfer a member from phone to another communication channel.		No information available

Real-time Dashboards Visual displays of current call center metrics and pension inquiry statistics.		Real-time dashboards are a key reporting feature for supervisors and managers.
Historical Trend Analysis Tools to analyze patterns in pension inquiries and call center performance over time.		Reporting modules include historical trend analysis; confirmed on the analytics product page.
Custom Report Builder System allowing customized reports on specific pension-related call metrics.		No information available
Call Type Categorization Ability to categorize and analyze calls by pension topic or inquiry type.		No information available
Predictive Call Volume Forecasting AI-powered forecasting of expected pension inquiry volumes for staffing purposes.		No information available
Member Satisfaction Metrics Systems for measuring and analyzing member satisfaction with pension-related call interactions.		No information available
First Call Resolution Tracking Metrics tracking the rate at which pension inquiries are resolved in a single call.		No information available
Service Level Agreement Reporting Tools for measuring performance against defined pension service standards.		No information available
Agent Performance Analytics Detailed metrics on individual agent performance handling pension inquiries.		No information available
Report Export Formats Number of different file formats available for exporting pension call center reports.		No information available
Regulatory Compliance Reporting Specialized reports for demonstrating compliance with pension fund regulations.		No information available
Business Intelligence Integration Ability to connect call center data with broader business intelligence platforms.		No information available
Data Retention Period Length of time detailed call analytics data is stored and available for reporting.		No information available

Pension Administration System Integration Direct connection to the core pension administration system for real-time data access.		Direct integration with pension administration systems is explicitly listed as a differentiator in the financial services brief.
Customer Relationship Management (CRM) Integration Seamless connection with CRM systems to manage member relationships and interactions.		CRM integration is a listed feature for member relationship management.
Document Management System Connection Integration with document repositories for accessing and managing pension documents.		No information available
Workflow Management System Integration Connection to workflow systems for initiating and tracking pension-related processes.		No information available
API Availability Presence of application programming interfaces for custom integrations.		Open API support and documented custom integration capabilities—API is a key product enabler.
Single Sign-On (SSO) Capability Ability for agents to access multiple pension systems with one authentication.		No information available
Data Synchronization Frequency How often data is synchronized between the call center and integrated systems.		No information available
Third-party Calculator Integration Connection to specialized pension calculation tools and financial modeling systems.		No information available
Payment Processing Integration Ability to connect with systems that process pension payments and contributions.		No information available
Number of Pre-built Integrations Quantity of ready-to-use integrations with common pension management systems.		No information available
Integration Development Toolkit Availability of tools and documentation for building custom system integrations.		No information available
Data Transformation Capabilities Tools for mapping and transforming data between different pension systems.		No information available
Integration Monitoring Systems for monitoring the health and performance of system integrations.		No information available

Automated Scheduling System that creates agent schedules based on projected pension call volumes and patterns.		No information available
Skills Management Tools for tracking and assigning agents based on specific pension expertise areas.		No information available
Schedule Adherence Monitoring Real-time tracking of agent adherence to scheduled activities.		No information available
Vacation/Time Off Management System for managing agent time off requests while maintaining appropriate coverage.		No information available
Performance Scorecards Customizable metrics tracking key performance indicators for pension call handling.		No information available
Gamification Features Elements that motivate agents through achievement recognition and healthy competition.		No information available
Training Management Tools for scheduling and tracking completion of pension-specific training.		No information available
Agent Self-Service Portal Interface allowing agents to view schedules, request changes, and access performance data.		No information available
Forecasting Accuracy Measurement of how accurately the system predicts pension call volumes.		No information available
Schedule Optimization Systems that fine-tune schedules to balance member service needs and agent preferences.		No information available
Remote Agent Support Features specifically designed for managing remote or home-based pension agents.		No information available
Certification Tracking System for monitoring required pension certifications and credentials by agent.		No information available
Intraday Management Tools Capability to adjust staffing and resources during the day based on actual call patterns.		No information available

Cloud Deployment Option Availability of cloud-based implementation for scalability and flexibility.		Cloud deployment is available as stated on the main Mitel industry page.
On-premises Deployment Option Ability to deploy the system within the pension fund's own data centers.		On-premises deployment also supported; Mitel offers both options.
Hybrid Deployment Support Support for mixed deployment models combining cloud and on-premises components.		Hybrid deployments are supported (cloud and on-premise integration).
Disaster Recovery Capabilities Systems and procedures to maintain operations during technical failures or disasters.		Disaster recovery features are documented as part of business continuity for compliance industries.
System Uptime Guarantee Contractual availability commitment for the call center system.		No information available
Data Encryption Encryption of sensitive pension data both in transit and at rest.		Data encryption in transit and at rest is required for financial services and cited in Mitel security literature.
SOC 2 Compliance Adherence to Service Organization Control 2 security standards.		No information available
Role-based Access Controls Security structure limiting system access based on job roles and responsibilities.		Role-based access controls and permissions are available for regulatory compliance and data protection.
Penetration Testing Frequency How often the system undergoes security penetration testing.		No information available
Multi-tenant Architecture System design that securely separates data between different organizational users.		No information available
System Performance Monitoring Tools for real-time monitoring of system health and performance metrics.		Real-time system performance monitoring is marketed as ensuring SLAs for call centers.
Scalability Capacity System's ability to scale to handle increased pension member call volume.		No information available
Audit Logging Comprehensive tracking of all system activities for security and compliance purposes.		No information available

MiContact Center Business from Mitel

Product analysis by function

Call Center Technology for Member Administration

Call Handling and Routing (7 Yes /7 Known /12 Possible features)

Member Authentication and Security (5 Yes /5 Known /12 Possible features)

Pension Information Management (4 Yes /4 Known /13 Possible features)

Agent Assistance and Knowledge Management (3 Yes /3 Known /13 Possible features)

Call Recording and Quality Management (3 Yes /3 Known /13 Possible features)

Omnichannel Integration (4 Yes /4 Known /12 Possible features)

Reporting and Analytics (2 Yes /2 Known /13 Possible features)

Integration Capabilities (3 Yes /3 Known /13 Possible features)

Workforce Management (0 Yes /0 Known /13 Possible features)

Technology Infrastructure and Security (7 Yes /7 Known /13 Possible features)