ShoreTel Contact Center
Contact center solutions that simplify your customer communications.
Customers expect higher levels of service than ever, and multisite contact centers are now the norm. Built on the highly reliable voice capabilities of our unified communications system, ShoreTel's Contact Center solution easily connects internal and external customers to the right agent at the right time. The result? Lowered costs and an improved customer experience that help to transform your contact center into a revenue center.
ShoreTel offers flexible solutions for all types of enterprises: from smaller, less formal environments to large organizations that require call centers with sophisticated routing and reporting options, multimedia, self-service and outbound campaign capabilities.
Overview:
Purpose-built for IP; designed for ease.
As a contact center provider, the ShoreTel virtual contact center offers both agents and supervisors, regardless of location, powerful and consolidated capabilities through ShoreTel Communicator (formerly ShoreTel Call Manager), the unified, intuitive desktop interface used company-wide: IVR, intelligent routing, outbound, and media handling. And because it integrates seamlessly with existing CRM applications such as Salesforce and Microsoft Dynamics CRM, you get more out of your two most important assets: people and information.Through complete unified communications integration, call centers can now achieve single call resolution with functionality that lets agents communicate both externally and internally effectively using voice, Web chat, email, Instant messaging and video. Agents and supervisors can also take advantage of the latest telecommuting features while still leveraging powerful dashboard, reporting and unified management capability.
Higher availability protects your most important relationships.
There is no room in the client relationship for downtime. None. ShoreTel offers built-in disaster recovery capabilities to protect the call center from WAN and system failures. The distributed architecture incorporates a switch-based hardware platform with no single point of failure, so each switch and site functions as an independent call processor.
The lowest TCO in the industry.
Call Centers can drastically improve their total cost of ownership by integrating their contact centers with the business applications they use, such as customer relationship management (CRM) and trouble ticketing application, to improve productivity and interruptions. Our total cost of ownership (TCO) analysis tool can show you why ShoreTel offers the lowest for TCO in the industry. Over the long term, a ShoreTel contact center solution helps reduce costs company-wide by streamlining business processes, putting critical information within reach, and eliminating both missed calls and the need for expensive third-party conference services.
How it Works:
Transform your contact center into a revenue center.
ShoreTel Contact Center is an all-in-one contact center solution that provides complete multimedia and outbound capabilities. By leveraging ShoreTel's unified communications solutions, contact center agents can work anywhere—in one location, across multiple sites, or at home. The routing engine routes calls to the right agent based on specific criteria, such as need, status, service level, location, and wait-time. An integrated powerful graphical scripting engine provides a customized call experience and self-service automation.
When agents receive a new contact, they also receive key information about the caller that helps them to deliver the best customer experience. If expert advice is required, the agent's desktop application indicates exactly who is available at that moment for consultation. Finally, supervisors have all the tools they need to view the center's historic and real-time performance, so they can manage with maximum efficiency.
Benefits:
In one word: ease.
As easy to deploy and maintain as it is to use, the ShoreTel Contact Center solution helps ensure that agents and supervisors can access a powerful and consolidated suite of capabilities. The same intuitive desktop interface that is used company wide as part of your IP phone system delivers IVR, routing, outbound, and media handling.
In two words: absolute reliability.
The same architecture that makes ShoreTel behave as a unified platform also makes its call center services highly reliable. In the event of a WAN failure, the system continues to place and receive calls without any disruption in communication through local sites with PSTN connectivity. Agents and supervisors seamlessly failover to the warm standby contact center in case of any failures.
In three words: return on investment.
Our TCO is among the lowest in the industry. Many customers tell us that their new ShoreTel system pays for itself within a year. Reduced agent costs and greater levels of service delivery have the power to transform your contact center into a revenue center. We offer a system with full multimedia and outbound capabilities that can be enabled at any time without expensive upgrades or new hardware.
In four words: the support you need.
You can count on ShoreTel's open interfaces to effortlessly integrate with business processes to improve the customer experience and help boost agent productivity. Both independent surveys and carefully monitored feedback from customers confirm it: our obsession for customer satisfaction continues to set the industry standard.
Documentation:
Download the ShoreTel Contact Center Datasheet (PDF).
Download the ShoreTel Contact Center Specs Datasheet (PDF).