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ShoreTel Contact Center

Contact Center

The Contact Center product addresses the needs of the more formalized center by including enterprise resource matching of calls based on customer and agent profiles, advanced real-time management and historical measurement tools. Contact Center is for small- to medium-sized contact centers with an advanced need to analyze their performance and optimize their results.

The Contact Center Product provides:

	Enterprise resource matching based on customer and agent profiles
	A real-time management tool that gives dedicated supervisors the information they need to manage a center with consistent service delivery
	A comprehensive view of what agents are doing to provide assurances to supervisors that the right actions are being taken
	Supervisors with the information they need to be confident that they will always know and be able to report on the current status of their operation
	Supervisors with various views of performance and statistical information on results so they know how the group is performing and what improvements need to be made
	New tools to improve the supervisor-agent communication to ensure that customers are being well taken care of and the call center is delivering optimal results

Key Features:

Voice call routing: Allows you to efficiently route your incoming voice calls to agents anywhere in the enterprise or at home
Formal management: Provides an advanced real-time management tool and a historical reporting solution to allow contact center managers to optimize their implementation
Advanced reporting: Customizable templates allow you to pick the data you want to see and then schedule it to be automatically reported to you
Real time management: Gives you a comprehensive view of what is happening in the contact center right now and also arms you with tools to correct any problem when it is identified
Multiple music sources: Enables you to customize your callers' experience based on the type of service they are calling for, so calls are handled and customers are satisfied quickly.
Overflow & Interflow: Provides intelligent options for handling situations where callers are waiting too long by automatically dedicating additional resources to call response or diverting callers to alternative service options.

Are you shopping and comparing for an Office Phone System?

QuickQuotes

If you have a quote for an engineered ShoreTel System and you need a comparative quote, then call us for a competitive quote based upon the design that you have. We will turn-around a QuickQuote that is easy to read and understand from a qualified Sales Representative.

Network Analysis

Of course, ShoreTel Systems and any system designed to coexist on your LAN or WAN should have an in-depth Network Analysis before you buy. Call us, we are experts and we can give you the in-depth analysis of your current network before you introduce a sophisticated VoIP Communications System.

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