Shoretel Contact Center Overview:
Contact Center is perfect for small to midsize organizations
that need to analyze their performance and measure results.
Features include advanced routing, callbacks, real-time
management and historical measurement tools. The high
availability options layered over the ShoreTel distributed
UC architecture means Contact Center can be deployed
in a dynamic call center environment.
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.
Benefits & Features :
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
Features:
Advanced call routing Route
calls based on customer number, automatic number identification
(ANI), or skill group order.
Geographic Redundancy
Hot-standby feature for a disaster recovery site protects
the call center from any major failure.
Real Time management
A comprehensive view of current activity and tools
for correcting identified problems.
Advanced reporting
Customizable templates and scheduling of relevant key
performance indicators.
In Queue Announcements
Up to 20 in queue announcements with support for
caller interactions while in queue to redirect their
call to other destinations.
Multiple music sources
Customizable music-on-hold sources based on the
type of service they are calling from/to.
Overflow and Interflow
Automatically apply additional resources to calls
waiting too long or divert callers to alternative service
options.
Outbound Dialing
Caller requested scheduled call backs and abandoned
call backs.
Presentation of Customer Information
Presentation of caller information (number) and
collected information from the customer (such as account
number, order number).
Unified Desktop
Includes a single unified desktop client (ShoreTel
Call Manager) for agents which provides telephony, call
center, presence, video and instant messaging features.
CRM integration for Agents
Agent tasks are automated with instant screen pops.
ShoreTel
Contact Center
