Seamless MiCC Integration

  • Assign Talkative interaction capabilities to agents
  • Single reporting stream within Mitel analytics
  • Functionality accessed within Ignite agent client
  • Queueing and routing performed by Mitel
  • Escalate web chat into a call in the same session

About Talkative's Mitel Integration

Enhance your Mitel Contact Centre (MiCC) with Talkative’s digital customer service functionality. MiCC lets you route Talkative interactions using Mitel’s routing engine, handle interactions within Ignite, and even report on Talkative within Mitel.

Sophisticated web chat helps manage chat volumes and allows you to escalate chats into web calls. Convenient web calling drives more queries to your agents. Cobrowsing and screensharing helps to resolve customer issues and reduce call times. Talkative also provides the ability for WebRTC powered video calling giving the ability for highly personalised, face-to-face communication.

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Solution Capability

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    Web Chat - Web chat integrated into MiCC. Data capture messages, canned messages, customer authentication, API/CRM integration and social media messaging capabilities (Facebook Messenger).

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    Voice Calling - Website voice calling allows your customers to call you from within your website/app with 1 click. No plugins, sign-ins or downloads. Voice calls enter your existing Mitel telephony infrastructure

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    Video Calling - WebRTC based video calling allows your customers to start video calls into your contact centre from within your website or app. No plugins, sign-ins or downloads required

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    Cobrowsing - Cobrowse with your customers to see, understand and solve their problems in real time. Join existing sessions and get an accurate render of the customer's view

Talkative - Mitel Integration FAQs

How are voice calls received by Mitel?

Webcalls are answered by agents in the same way as normal inbound calls. The Talkative webcall is received by the MBG as a SIP call, then routed through the MCD to a queue or an agent extension. Existing call recording and routing can be used. Webcalls are reported on as normal inbound calls.

How do agents receive video calls?

Video is accessed by the Talkative browser-based console. MiCC automatically screenpops the video console on receiving the voice element of the call.

Which Mitel licences do I need?

You will need MultiMedia agent licences to access Talkative within Ignite.

How does licensing work?

The Talkative solution is licensed on a per-concurrent agent basis. The cloud hosted service is charged on an annually recurring subscription model. Please contact us for exact pricing and on-premise deployment options. Professional Services are available.

Isn't it time that you took your contact centre to another level?

More Information about Talkative's products

WebRTC Web Calling

Allows website visitors to call you from within your website. No plugins, sign-ins or downloads. Calls ring your existing phones

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WebRTC Video Calling

1 or 2 way, plugin-free video calling within your website. Works with existing call centre systems. Use with chat or voice calling

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Web Chat

Sophisticated live web chat, complete with data capture messages, canned messages, customer authentication, CRM integration and social media

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Cobrowsing

Safe, secure and industry compliant interactions between your agents and website visitors. Annotate documents, show and help users with their website experience

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