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

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!