Call Center Analytics for Mitel MiVoice Connect | Brightmetrics
  • Brightmetrics™

    Call Center Analytics Software for Mitel MiVoice Connect (MiVC)


    Brightmetrics is the only tool available to access true contact center analytics for MiVC (formerly ShoreTel). Much more than just another call center reporting software, we deliver UC, CONTACT CENTER and REAL TIME analytics that can directly drive the success of your contact center. We make the data from your MiVC system available to be configured in any manner that works for you allowing you to make informed business decisions and deliver an optimal customer experience.


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  • Brightmetrics UC Analytics™ for MiVC


    Brightmetrics UC Analytics™ for Mitel MiVoice Connect (MiVC) uses the power of Brightmetrics call center analytics to gain insights that turn your MiVC system into the ultimate contact center business intelligence resource.

    • Flexible and customizable dashboards and reports built in minutes

    • Drill down through high-level dashboards and contact center KPIs to detailed interaction data in just a few clicks

    • Keep key stakeholders up to date without leaving their inboxes by using our powerful scheduled reporting feature

    • Improve customer experience by using our Staff Forecasting tool to look at projected call volume and number of agents needed

    • Use Agent Balanced Scorecard™ to discover both your rockstar agents and team members that may need more coaching

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  • Insights

    Schedule Forecasting Report (Work Groups)

    Brightmetrics can use your historical data (with granularity of 60 minutes) to determine your projected call load, average handle time to help recommend how many team members you’d want to staff. Our Staffing Level Forecast Report feature can improve your efficiency and the probability of delivering the service level targets you set for average queue/wait time per call.

  • Brightmetrics Enterprise Contact Center Analytics (ECC) for MiVC


    Contact center managers with Mitel MiVoice phone systems and Connect Contact Center know they need to make data-driven decisions, but have found that getting to the data to discover insights can be incredibly difficult. For that reason, Brightmetrics developed the Enterprise Contact Center (ECC) Analytics add-on service. This add-on caters to the many unique data reporting needs of enterprise contact centers and allows you access to the most important metrics that can be delivered to the fingertips of every stakeholder involved.

    • Get all of your Mitel data in one place with easily configurable dashboards and detailed reports in one simple click

    • Make agent management a breeze with call center supervisor functionality allowing you to log agents in and out, move agents from one queue to another, and put them into or resume them from release.

    • Keep stakeholders updated on your contact center operations by using our scheduled reports feature

    Why ECC? Learn More
  • Insights

    Schedule Forecasting Report (ECC Groups)

    Brightmetrics can use your historical data (with 15 minute granularity) to determine your projected call load, average handle time to help recommend how many team members you’d want to staff. Our Staffing Level Forecast Report feature can improve your efficiency and the probability of delivering the service level targets you set for average queue/wait time per call.

  • Brightmetrics REAL TIME Analytics™


    Historical data with Brightmetrics CONTACT CENTER Analytics is great, but sometimes you need data as it happens. The perfect compliment to our historical analytics, REAL TIME Analytics delivers up to the second data perspectives allowing contact center managers and team leaders to make decisions quickly and deliver optimal customer experiences.

    • Take action quickly with real-time views of customers currently in queue, agents status, average queue time, and more!

    • Contact center data that alerts you to increased volume as it happens allowing you to solve issues before they get out of hand

    • Dashboards and reports configurable for the SLAs and KPIs most important to your contact center

    • Allow all contact center operation teams to monitor calls on their own devices and adapt to meet customer needs

    Learn More

Wondering exactly what Brightmetrics can offer you?

Here are your guides. Our Cheat Sheet is a quick read on choosing what modules your organization needs. Check out the Features and Benefits Brochure to dive into a list of every single insight you have access to in Brightmetrics.

Simple Pricing. No Surprises

Our philosophy is to always provide simple pricing with no hidden costs. So we’re putting it right up front. Here is the pricing structure of Brightmetrics™.

Brightmetrics UC Analytics™ Pricing

Unlimited Brightmetrics Users
Unlimited Mitel (ShoreTel) Sites
Workgroup Reporting
Hunt Group Reporting
User Reporting
Mitel (ShoreTel) Configuration Reporting
Powerful Charts & Dashboards
Drag & Drop Report Builder
Data Analytics Engine
Drill Down Through Levels of Detail
Cradle to Grave Report for any Call
Unique Report Scheduler

1-99 Mitel/ShoreTel Extensions

$1089 / year
or $99 / month

100-499 Mitel/ShoreTel Extensions

$1639 / year
or $149 / month

 500+ Mitel/ShoreTel Extensions

$2189 / year
or $199 / month

CONTACT CENTER Analytics™ Pricing

If you own Mitel’s (ShoreTel) Enterprise Contact Center, Brightmetrics is the only end-to-end analytics solution for both Core and ECC.

Prices start at just

$1089 / year or $99 / month*

*In addition to Brightmetrics UC Analytics™

Contact Brightmetrics at info@brightmetrics.com or your Brightmetrics Reseller for more information.

REAL TIME Analytics™ Pricing

Brightmetrics’ REAL TIME Analytics provides a unified view of what is happening right now in your workgroup or ECC-based contact center.

Prices start at just

$1089 / year or $99 / month*

*In addition to Brightmetrics UC Analytics™

Contact Brightmetrics at info@brightmetrics.com or your Brightmetrics Reseller for more information.

Brightmetrics Enterprise Pricing

Roles-Based Permissions & Data Views
Bulk User Import
Single Sign-On (SSO)
Advanced Audit Logs
API Access for Advanced Analysis
*In addition to Brightmetrics UC Analytics™

1-99 Mitel/ShoreTel Extensions

$1089 / year*
or $99 / month*

100-499 Mitel/ShoreTel Extensions

$1639 / year*
or $149 / month*

 500+ Mitel/ShoreTel Extensions

$2189 / year*
or $199 / month*

Start Your Free Trial Today and Benefit From The Business Intelligence Brightmetrics Can Provide You.

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