Contact Center Solutions Featured Article

ShoreTel Updates Enterprise Contact Center

February 05, 2013

With companies providing improved contact center services all the time, customers have come to expect very high standards of service from contact centers. Failure to do so will not only result in the company losing its customers, but it will also dent its reputation.

Helping contact centers to make use of modern technologies to communicate well with customers, ShoreTel (News - Alert) has released ShoreTel Enterprise Contact Center 8.

The new release includes various improvements to its E-mail and chat features. It now consists of some new features, such as interaction reports and real-time reporting. The company believes this new version allows users to improve customer interactions and understand their requirements better.

Customers need to be contacted on various devices these days and companies often struggle to do so. The new version of ShoreTel Enterprise Contact Center allows users to do this easily and allows agents to handle various modes of communication better. It also allows customers to schedule callbacks, which means they can set up a time they are comfortable with.

ShoreTel’s virtual contact center provides a unified desktop interface that can be used company-wide. This allows call centers to have single call resolution, as they can now handle voice, web chat, email, instant messaging and video, all at the same time.

“ShoreTel is being selected by more large enterprises than ever before, for which the multi-channel contact center is a key part of their evaluation for their overall communications strategy," said Pejman Roshan (News - Alert), vice president product management, ShoreTel. "We're realizing the significant investments we've made in channel programs and certifications, and integrated innovation partner solutions to bring a sophisticated yet brilliantly simple contact center solution to market.”

Recently, the company announced that it was looking to launch itself as a communications powerhouse. The company was recently highlighted in Synergy (News - Alert) Research’s market share summary report.




Edited by Ashley Caputo

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014

Opower's Customer Engagement Platform Gets a Makeover with New Analytic Tools

Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimiz… [ Read More ]
10/15/2014

Ambs Call Center Presented with 2014 CAM-X Award of Excellence

For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America. [ Read More ]
10/13/2014

Dell Announces Medallia as Open Networking Customer

Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions [ Read More ]
10/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!