Mitel has released version 9.8 of MiContact Center Enterprise, introducing enhancements that are particularly relevant for contact centers focusing on digital channels and AI-driven support. As a reseller, it is important to note that these updates are exclusively available for OAS-based systems.
Key New Features
Full Email Support in Web Agent
The Web Agent now offers comprehensive email handling, enabling agents to manage email alongside other channels from a single interface. A notable aspect of this update is the integration of Knowledge Base (KB) and FAQ support, which lays the foundation for AI-driven Agent Assist functionality — helping agents identify the right responses more efficiently.
Enhanced Chat Capabilities
Chat functionality has also been upgraded in this release. KB and FAQ support is now available for chat interactions within the Web Agent. In addition, notifications for incoming chat sessions and messages have been improved, reducing the risk of agents missing interactions.
Usability Improvements
Version 9.8 introduces practical enhancements including Caller ID optimisations and improved usability of Agent Dispatch, both of which contribute to smoother day-to-day operations for end users.
Why MiContact Center Enterprise?
The core value proposition of Mitel MiContact Center Enterprise remains unchanged for your customers. The solution provides IP- and mobility-enabled virtual contact centres that allow multiple locations to operate as a single, unified environment.
The solution is built on five key pillars that make it a compelling proposition: simplicity in architecture, deployment, and pricing; flexibility in deployment options (TDM/IP/SIP, on-premises or private cloud); reliability through disaster recovery and high availability; openness via server- and client-side APIs and Open Media Connectors; and mobility support for employees working from any location.
Sales Opportunities
The AI-ready features introduced in version 9.8 present concrete sales opportunities. Customers looking to professionalise their digital channels and achieve efficiency gains through AI-assisted support can now see a clear upgrade path. The enhanced omnichannel capabilities of the Web Agent make it easier for contact centres to provide agents with a single, unified working environment, regardless of the channel.
Please note: when planning an implementation, verify that the system is OAS-based, as the new features are only available on this platform.