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Whether your organization is just launching a contact center, or it is already an integral part of your business operations, ShoreTel has a Contact Center solution to meet your needs and create a Unified Communication platform to integrate with your business processes.
ShoreWare Contact Center Solutions is an application suite used for the purpose of running a voice only or a multimedia (email/ chat) call center. A call centre is typically operated by a company to administer incoming customer support, sales or information inquiries from consumers. Outgoing calls for telemarketing, clientele, etc are also made using the contact center solution. ShoreWare contact center solutions have the capability to handle voice interactions, web interactions and email interactions merging them all into a single universal queue. ShoreTel has a contact center solution that meets the needs of the complete range of enterprises from the basic informal call center solution to a sophisticated scalable, distributed contact center solution supporting thousands of simultaneous agents in multiple sites.
Key Products:
Workgroups is the practical solution for small, informal Automatic Call Distributor (ACD) groups, providing easy-to-use desktop tools, including queue and agent monitoring and basic reporting.
Enterprise Contact Center is ShoreTel’s advanced call center solution, meeting the requirements of advanced multimedia contact centers. It includes universal queuing and enterprise resource matching. It also offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location. Enterprise Edition also supports e-mail and Web contacts, and outbound calling as service options.
Syntellect Customer Interaction Management is ShoreTel’s most sophisticated contact center offer. It includes an advanced interaction reporting, speech capabilities including TTS and ASR, sophisticated survey application and sophisticated scripting support to meet the needs for high end contact centers.
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