ShoreTel Contact Center 6 Now Available

ShoreTel, a company known for its simple IP phone systems offering fully integrated unified communications, has announced the release of the ShoreTel (News - Alert) Contact Center 6. This is the latest version of its award winning call center software, designed to make it easier for organizations to integrate contact center activities with existing core business processes.

In this latest edition of the ShoreTel Contact Center solution, new real-time APIs and event feeds take the call center to a dynamic platform that feeds of the necessary information to self-adjust, react and reorganize to enhance the customer experience.

This is possible through an open application programming interface to make it easier for systems integrators and customers to create custom applications. The API is accessible to all system integrators and customers via the ShoreTel Developers Network.

The ShoreTel Contact Center Agent Dashboard is a Web-based application designed to enable supervisors to publish customized dashboards for agents and can be deployed on iPads and mobile devices to provide call center managers with a consolidated view of the call center while on the move.

Interactive Viewer is also available in this release, allowing supervisors to get an end-to-end view of all interactions, including multimedia interactions. For deep analytics into call center traffic, managers can gain complete call details, including information gathered from the IVR database.

ShoreTel Communicator is a fully integrated unified desktop client developed for all users. This solution allows all users to answer calls, chat and e-mail while also receiving detailed interaction information right on the unified client. This capability eliminates the need for IT administrators to manage and train users on specialized clients for call centers.

Support is increased for up to 1,000 concurrent agents and 2,000 total agents with this latest release. In addition, advanced redundancy features enable large call centers to effectively deploy agents in multiple sites while also increasing the reliability and uptime of their centers.

With such capabilities in place, the call center can improve responsiveness and improve flexibility. A robust foundation and flexible geographic footprint, added to increased scalability and high availability create the necessary environment for large call centers.

Kevin Gavin (News - Alert), Vice President of Marketing, ShoreTel, said, "ShoreTel Contact Center 6 is a testament to our focus on making complex applications brilliantly simple through massively open interfaces, tight integration with the UC system and most importantly applications that really make agents, supervisors and mobile managers more informed and productive.

“With its open interface, increased scale, and new applications, ShoreTel Contact Center 6 makes it easier and more cost effective than ever to integrate contact center operations with core business processes for fingertip access to important caller information," added Gavin.

ShoreTel Contact Center 6 is available as a free upgrade for current customers with a ShoreTel support contract. This solution is part of ShoreTel’s standard support service. In other ShoreTel news, the company recently announced it plans to celebrate partners at the 2010 Champion Conference. The company is hosting a record number of participants at its upcoming reseller partner conference on July 20 to July 22, 2010, at the La Costa Resort and Spa in San Diego, Calif.