Contact Centre Projects

The TTGroup Contact Centre Solution is the call centre for the small to medium sized enterprise that wants to improve customer service and gain a competitive advantage in their market. The TTGroup Contact Centre Solution can be built up in several steps depending on current and future needs. It can easily be expanded both in terms of the number of agents and in terms of functionality. Click here to check our Hosted Contact Centre solutions page.

Mitel 6100 Contact Centre Solutions

Mitel 6100 Contact Centre Solutions combine robust communications platforms, automatic call distribution (ACD) and a modular suite of feature-rich, web-based applications for streamlining contact centre management and enabling advanced multimedia customer transactions.

As your needs change and grow, add and integrate increasingly sophisticated capabilities with these add-on modules:

• Contact Centre Management
• Interactive Contact Centre
• Contact Centre Scheduling
• Screen Pop
• Multimedia Contact Centre
• Intelligent Voice Processing
• Quality Monitoring
• Remote Agent

Contact Centre Management

Monitor, report and forecast operations using a comprehensive browser-based application set that allows access to real-time monitoring, historical reporting and forecasting across all contact centre media: voice, email, web chat and fax.


Interactive Contact Centre

Control ACD queues and agent states in real time with 6115 Interactive Contact Centre. Enable your supervisors to dynamically control agents and entire queues in real time. Switch inactive agents to busier ACD queues, place agents in Make Busy or Do Not Disturb and schedule queues to open at specific times – all using simple point –and-click operations that supervisors can perform from any desktop.


Contact Centre Scheduling

Automatically schedule agents to meet forecasted requirements with 6120 Contact Centre Scheduling. The 6125 Real-Time Schedule Adherence module ensures your agents meet company service level objectives by quickly identifying instances of non-adherence.


Screen Pop

Instantly display customer information on the agent’s screen to enhance service, reduce wait times and increase customer satisfaction with Mitel 6140 Agent Portal.


Multimedia Contact Centre

Serve your customers in the media of their choice, voice, email, web chat or fax. 6150 Multimedia Contact Centre module allows supervisors to efficiently integrate and maintain service levels across all contact types, monitor and report on them, automatically distribute contacts and report, monitor and forecast across all media types.


Intelligent Voice Processing

Add recorded announcements and intelligent call processing. Mitel 6160 Intelligent Queue enables you to handle and retain callers in queue, provide them with flexible alternatives to waiting in queue and send them to the agent best qualified to handle their requests.


Quality Monitoring

Assure quality interactions using the optional INSPIRATIONpro module. Your supervisors can assess agent performance, competency and identify individual training needs.


Remote Agent

Find and keep skilled employees with the Mitel Teleworker Solution. An IP-based application Teleworker supports remote agents with complete access to the same voice and data capabilities enjoyed by their in-house colleagues.