The Power of Digital Customer Experience

session 1 | 9:30am - 10:15am | room 7

Business has evolved, with new innovations, like the Internet of Things (IoT), big data and 5G, continuously changing how businesses and customers engage. To enable today’s business to leverage these innovations and transform their customer experience, Mitel’s MiContact Center Business is empowered to deliver a consistent, intelligent customer experience across voice, email, social media, SMS, video and self-service. 
MiContact Center Business powers digital customer experience through:

  • Seamless handling of voice, email, SMS, social media, video and self-service interactions
  • Intelligent routing that connects customers with the right person, on the first try, every time
  • CRM integration that puts valuable customer information at employees’ fingertips for informed, personalized interactions
  • UC integration that connects your entire enterprise, sharing knowledge through the business and driving immediate results
  • Easy-to-deploy web workspaces that provide flexibility and make integration of remote workers simple
  • Quality monitoring and management tools to ensure optimal performance
  • Embedded applications for intelligent service


Lou Ann Jones has over 25 years of experience in customer experience and contact center consulting. Lou Ann is an experienced resource to organizations that are looking to improve customer experience and evolve their customer interactions beyond voice, to an omni-channel strategy to meet the needs of the modern day consumer and help organizations increase agent productivity, agent retention and efficiency in the contact center. Lou Ann has been recognized as an industry leader through speaking opportunities and forums at various industry events worldwide.