Many contact centers are discovering the benefits of moving to an IP-based contact center platform. They allow companies to operate distributed and remote facilities, hire home agents, build a more complete contact center with subject matter experts on tap, build disaster recovery into the enterprise and take advantage of unified communications features. At the same time, IP-based contact center platforms allow companies to build truly multichannel, multi-device call center environments that can easily manage, track and integrate all the media customers use to engage the companies they do business with.
For this reason, most IP call center solutions providers are seeing strong growth. Unified communications platform provider ShoreTel recently announced that it continues to see adoption of its ShoreTel Enterprise Contact Center to enable customers of all sizes to increase customer satisfaction, improve employee efficiency and lower costs. The company’s solution was designed to enable a single solution for multimedia call center capabilities with real-time management and reporting tools, customizable call handling features and advanced routing options.
"ShoreTel makes it easier for enterprises to achieve frictionless communication by removing barriers and offering more avenues for communication, in turn reducing wait times and complex navigations that get in the way of communication between a customer and company," said Don Joos, senior VP of business operations at ShoreTel. "ShoreTel Enterprise Contact Center gives agents and supervisors a powerful and consolidated suite of capabilities, including fully blended inbound and outbound customer applications, web chat and email. The same intuitive desktop interface that is used company wide as part of the IP phone system brings it all together, integrating IVR, routing and outbound into one customer-centric service solution."
Growth in the IP contact center solutions market is expected to continue alongside the growth of public and private cloud communications. The promise is particularly bright for integrated contact center platforms that have unified communications functionality. The broadening of the “bring your own device” (BYOD) business model will only further the adoption of contact center solutions that can allow anyone to be part of the broader call center, regardless of where they are located.