The
Co-nexus CXM® recording application has the tightest Mitel
integration on the market with a unique Mitel feature
set. Co-nexus, Inc. is a Mitel MiSN partner with numerous
installations of our award winning CXM® software on a
variety of Mitel communication platforms.
CXM® includes modules:
Call Recording
Screen Capture
Performance Evaluation
Coaching
Customer Satisfaction Surveys
PC Activity Reporting
Call Mining
CXM® supports integrations to the Mitel CTI link (MiTai). Recorded
calls are compressed and then indexed with comprehensive CTI data using
Mitel call center terminology. Recordings can be searched by date, time,
station number, agent ID, ANI, DNIS, path, interflow, overflow, groups,
skill. Further CXM® can add business rules data to the recording that
has been captured from the agents' PC so recordings can also be search
by unique customer identifiers like Customer Account Number of Order
Number.
CXM® can be configured to record in traditional TDM environments,
VoIP environments and in blended environments. Unlike
other recording vendors CXM® supports recording both TDM
and VoIP technologies within the same system. CXM® can
also record multi-call buttons and key line appearances.
CXM® MiXML INTEGRATION TO MITEL
3300 ICP
CXM® V4.0 now offers a unified administration system
compatible with the Mitel 3300 ICP through the MiXML
application. This auto administration feature in CXM®
reduces installation time and simplifies system administration.
When changes are made to the Mitel 3300 database corresponding
changes are made in CXM® via the CXM® Updater Service.
This eliminates the need to administer the CXM® recording
system separately from the Mitel when creating or changing
agent status. Recording parameters are set by the agents’ Class
of Service designation in the Mitel 3300 ICP database
allowing for different recording rules for each agent
classification.
Mitel Platforms Supported:
3300 ICP
SX 2000
SX 200
Recording Configurations:
VoIP recording
Trunkside recording
Stationside recording
Record on demand
Business rules recording
CXM® recording for Mitel can be configured to record
all calls, a sampling of calls, predetermined calls and/or
record calls on demand. Unique to Mitel, CXM® supports
record on demand as a button on the Mitel phone that
can preserve the call from the very beginning regardless
of when the user activated record on demand.
To see for yourself how CXM® integrates with Mitel please
click the Request A Demo button on the left side of this
page.
