Overview

Enterprise Contact Center provides advanced multi media contact center solutions for customers. Advanced routing and multiple service options allow customization of the caller experience and provide the tools to correctly deliver calls to the proper agents. Enterprise Contact Center includes all the capabilities of the Contact Center.

Increasingly, organizations are transforming the way they work by integrating business processes on a unified communications (UC) platform designed to streamline operations, boost productivity and lower costs. To improve customer service efforts, many organizations are launching or already operating customer contact centers as an integral part of business operations. ShoreWare® Contact Center Solutions offer organizations of all sizes an important opportunity to gain a competitive advantage by improving customer service, while reducing the cost of deploying and maintaining a high-performance call center.

The ShoreWare suite of contact center applications is designed to meet the needs of today’s businesses. It delivers a communications platform that puts business intelligence right where it’s needed so organizations can optimize their two most important assets—people and information.

By deploying a ShoreWare Contact Center solution, organizations quickly realize the benefits of a fully integrated business communications system.

Enhance customer service
Customized routing plans and distributed agents provide superior service by routing each caller through the initial greeting and status announcements while they are in queue. Calls are then delivered to the appropriate agent to address their needs. Administrators can easily configure call routing to serve customers based on agent skills, caller identity, wait time, priority or service level. Beyond the phone, agents can interact with customers via Web chat and e-mail. An advanced Interactive Voice Response (IVR) scripting tool enables a self-service option, empowering customers to immediately handle their needs.

Increase efficiency, reduce costs
ShoreWare Contact Center solutions include features and capabilities designed to help reduce costs. For instance, agent screen pops show detailed customer information that helps to reduce interaction time. Agents can also optionally see the presence status of experts, and initiate voice, video and IM sessions using the ShoreTel Converged Conferencing system to help resolve issues on the first call. Customizable real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize their resources. Plus, advanced call routing based on service levels, skills and priority helps ensure calls go to the right agents, reducing the service time per call.

Highly available virtual contact center
ShoreWare Contact Center solutions enable the quick and easy creation of a virtual contact center, connecting geographically dispersed agents into a single, seamless organization. In the event of an unforeseen emergency, built-in disaster recovery capabilities, such as the sophisticated hot standby server redundancy feature, protects the call center from wide area network (WAN) and system failures.

ShoreTel Contact Center Components
ShoreWare Contact Center applications run on the ShoreTel UC system, without specialized computertelephone integration (CTI) platforms. Supervisors and agents are connected to the server via intuitive user interfaces that provide the tools they need to deliver superior customer service.

Workgroups delivers a practical solution for small, informal Automatic Call Distributor (ACD) groups, providing easy-to-use desktop tools, including queue and agent monitoring, and basic reporting.

Contact Center is ideal for medium-sized inbound call centers, supporting larger agent groups with standard features including inbound routing rules and time reporting. This application supports scheduled and abandoned callbacks for improving customer satisfaction and recovering potentially lost revenue, and provides single level overflow and interflow for routing flexibility.

Enterprise Contact Center is ShoreTel’s most powerful 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 Contact Center also supports e-mail and Web contacts, and outbound calling as service options.

Application integration on a distributed and highly available platform
ShoreTel enables previously stand-alone contact center functions ACD, IVR, Computer Telephony Integration (CTI), Outbound Campaigns, and Multimedia routing, to be integrated onto a single, centrally managed, highly available platform. ShoreTel also makes it possible to integrate contact center workflow with other enterprise applications, increasing the overall value of information, and delivering business intelligence.

Features & Benefits

Benefits:

• Make the virtual call center a reality
• Protect your call center from disasters by leveraging a highly available contact center and unified communications solution
• Improve customer interactions with customized call routing
• Reduce costs with self-service applications and by deploying agents anywhere in the enterprise, or at home
• Elevate business intelligence by integrating contact center work flow with enterprise applications
• Choose a solution to meet your needs from three leading applications—Workgroups, Contact Center and Enterprise Contact Center

Multimedia routing
Expands the services options from just voice to also supporting customer that want to communicate via e-mail or Web-based chat.

Specialized services
Provides the needed tools to treat each caller appropriately, as well as make sure agents handle the calls they are most capably of handling.

Advanced routing
Delivers the appropriate call routing to customers as needed, including dialed number identification service, menu selection, automatic number identification, customer, time of day, calendar service level, priority and skills-based routing.

Geographic Redundancy
The hot-standby feature for a disaster recovery site protects the call center from any major failure.

IVR Script Engine
Provides a flexible solution to service callers according their specific needs or importance to the company or to introduce basic self-service options that help reduce some agent resource requirements. The completely graphical scripting interface enables customer to easily create powerful routing rules to improve customer experience.

Outbound Dialing
Powerful Outbound capabilities in the system support preview and progressive dialing campaigns in addition to caller requested call backs and abandoned call backs.

CRM integration
Allows the enterprise to integrate call-routing decisions based on information in their customer database or to automate agent tasks with instant screen pops.

Specifications

Documentation

Shoretel ShoreWare Contact Center Solution Datasheet