MiContact Centre is Mitel’s omnichannel contact centre platform. eComms designs, deploys and manages MiContact Centre environments for businesses across Australia, from a 10-seat helpdesk to a 200-seat customer operations team.
Most teams handle calls, emails, and chat on separate platforms, with supervisors checking three dashboards and reporting that covers each channel in isolation.
MiContact Centre Business puts every channel into one environment, with a unified agent desktop, real-time dashboards, and consistent routing across voice, email, chat, and SMS.
eComms designs the routing logic, trains the team, and manages the full platform on an ongoing basis from our Melbourne NOC.
Mitel MiContact Centre Business supports every channel a modern customer service team handles. Inbound voice queuing uses skills-based routing to match each caller with the right agent rather than the first available. Outbound calling and dialler tools support campaign and follow-up call management. Email, webchat, and SMS contacts route into the same agent desktop alongside voice, with a consistent handling and reporting framework across all of them. Supervisors see every channel in a real-time dashboard, with historical reporting and agent performance data available in the same interface. MiContact Centre runs on MiVoice Business, which means it sits within the same managed environment eComms already operates for your voice system.
Talkative AI handles routine inbound calls without a live agent, using conversational AI to resolve common queries and transfer to a human when the contact needs a person. For high-volume contact centres, AI voice reduces queue pressure on your agent team and improves first-contact resolution for enquiries the system can handle end to end.
AI-powered chat for your website that connects directly to MiContact Centre. Talkative handles first-contact queries, qualifies leads, and escalates to a live agent through the same MiContact Centre agent desktop when the conversation needs a person. Chat contacts route alongside voice and email contacts in the same supervisor view.
Mitel Interaction Recording, or MIR, captures, stores, and retrieves calls and digital interactions for compliance, quality review, and agent coaching. Recordings are time-stamped and agent-tagged, with role-based access so compliance teams, supervisors, and quality managers each see the recordings relevant to their role without requiring IT involvement for retrieval.
MIR AI adds an analytics layer to call recording, automatically transcribing and analysing conversations to surface compliance flags, sentiment shifts, and coaching insights without a supervisor listening to individual recordings. Designed for contact centres where manual review of a small sample is not sufficient to manage quality and compliance across total call volume.
Mitel WFM tools help contact centres schedule agents based on historical volume forecasts, track real-time adherence against schedule, and reduce the cost of over-staffing during quieter periods. Supervisors see which agents are on schedule and which are deviating, with alerts when adherence drops below defined thresholds.
Mitel certification is not the same as Mitel experience. eComms has been deploying MiContact Centre environments for Australian businesses for over a decade. We understand the common configuration decisions that determine whether a contact centre runs well from day one, and we know what a well-designed IVR looks like versus one that frustrates callers before they reach an agent.
Because eComms manages both MiVoice Business and MiContact Centre for most of our customers, there is no gap between the phone system and the contact centre layer. Routing changes, number updates, and platform upgrades are handled by the same team. You do not coordinate between a phone system vendor and a contact centre vendor. One call covers both.
After go-live, eComms provides ongoing management covering platform patching, routing updates, reporting configuration, and fault escalation. The managed service does not end at deployment. It is what makes the platform perform consistently over time rather than degrading between support calls.
Thousands of Businesses Across Australia Trust eComms to Keep Them Connected
“Our contact centre was on an old Avaya platform with no real-time reporting. eComms moved us to MiContact Centre and from day one our supervisors could see queue lengths, agent status, and resolution rates live. The improvement in how we manage the team has been significant.”
Healthcare Administration Team, Brisbane
MiContact Centre runs on your MiVoice Business hardware at your site. Best for organisations with data sovereignty requirements or an existing on-premise MiVoice investment. eComms designs, installs, and manages the full on-site environment.
eComms hosts MiContact Centre on Australian data centre infrastructure alongside a hosted MiVoice Business instance. No on-site server required. eComms manages all hardware, software updates, and backups as part of the managed service.
The contact centre layer is cloud-hosted while the underlying MiVoice Business remains on-premise. Common in environments where the phone system is mid-lifecycle and the contact centre is the priority for modernisation. Scoped per environment.
Answers to common questions about our managed phone systems, connectivity solutions, carrier network, and ongoing support services.
Mitel MiContact Centre Business is an omnichannel customer engagement platform built on the Mitel MiVoice Business phone system. It handles inbound and outbound contacts across voice, email, webchat, and SMS from a single agent desktop, with real-time and historical reporting for supervisors and managers. eComms deploys and manages MiContact Centre as a fully managed service for businesses across Australia, covering design, configuration, team training, and ongoing support for the full platform lifecycle.
MiContact Centre Business supports voice, including inbound and outbound, email, webchat, SMS, and social media channels. All channels appear in the same agent desktop so agents do not need to switch between systems to handle different contact types. Supervisors see all channels in a unified real-time dashboard. The Talkative AI add-on extends this with AI voice agent and AI webchat capabilities for contact types that do not require a live agent to resolve.
MiContact Centre Business is designed for mid-market organisations and handles standard omnichannel contact centre requirements including skills-based routing, reporting, and multi-channel queuing. The Enterprise edition adds more advanced capabilities for very large or complex contact centres, including deeper workforce management, advanced analytics, and higher seat counts. eComms advises on which edition fits based on your current seat count, channels in use, and reporting requirements.
eComms is a managed service provider, not a reseller. We design the contact centre environment based on your routing requirements, configure the full platform, train your supervisors and agents, and then manage the ongoing environment including patches, routing updates, and fault resolution. Most MiContact Centre customers are on a managed service agreement covering the complete platform lifecycle, not just the initial deployment. One number to call for every issue, at any time.
A MiContact Centre assessment starts with understanding your current setup: call volumes, channels in use, team size, and any compliance requirements. From there, eComms provides a written recommendation and deployment scope. No obligation and no generic proposal that ignores your environment.
Email our Mitel team: sales@ecomms.com.au