Contact Center Solutions Featured Article

ShoreTel Improves Contact Center Offering

February 14, 2013

ShoreTel (News - Alert), a provider of closed source VoIP solutions, announced an enhancement to its contact center solutions with the introduction of its brand new Contact Center 8. This platform enables companies to improve their customer communication to a higher degree. Customers can now find an increased freedom of choice in the way they communicate. With this highly improved contact center, the agents are now in a better position than before to handle effectively inbound/outbound e-mails, phone calls, and chats. There is an added option of scheduling callbacks so that the customers can make contact as per their convenience.

As ShoreTel director for product management, Contact Center, Steve McElderry noted, customers today are much more aware of their surroundings and knowledgeable than ever before. Hence, their expectations from companies have also increased drastically over the years. With developments in the world of communication, customers today are looking for much more effective interactions with business and this is exactly what Contact Center 8 from ShoreTel tries to achieve. This platform provides increased connection options with businesses.

Contact Center 8 enhances the capabilities of such existing modes of communications while keeping the means of deployment for enterprises as simple as possible. As a result, it becomes easy for everybody to use such communication channels including agents, supervisors, and managers. Agents can now gain a higher degree of flexibility and handle more transactions with brand new online message queuing and routing product from ShoreTel, Contact Center 8. The positive aspects of this contact center include enhanced call, chat, e-mail management features, and more control to agents for handling communications.

Then there is the customer callback scheduler that is an easy to use feature for customers through which they can set the time for contacting agents whenever convenient. Besides this, there is availability of interaction reports with real time reporting option, which helps businesses gain valuable insight on customer experiences. Organizations can fine-tune their interaction with customers on a regular basis and help develop responsive service for fruitful communication. Pejman Roshan (News - Alert), vice-president, product management said that times are ideal for ShoreTel as major companies are selecting their Contact Center 8.

Large enterprises prefer the multichannel contact center and it is the key part during their communication strategy evaluation. Roshan believes that ShoreTel did something worthwhile with investments in channel certification and program with integration of innovative partner solutions. It led to the development of a highly sophisticated yet simple communication solution for businesses everywhere. This is just a start in the right direction with continued focus on the strategic communication field.




Edited by Brooke Neuman

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