Business Phone Systems Featured Article

ShoreTel Upgrades its Enterprise Contact Center Solution




December 30, 2013


By Mini Swamy, TMCnet Contributor

In an era where multiple devices and “multi-channelism” are fast gaining ground, and where customer demands are king-sized, it becomes imperative for contact centers to scale upward to cater to customer needs. But to handle such demands effectively, efficiently, and cost-effectively, sophisticated tools are required.

ShoreTel (News - Alert), a provider of phone systems and unified communications solutions, has anticipated such needs and come up with a new version – “Enterprise Contact Center 9,” more than adequate for large enterprise customers.

A flagship product, the Enterprise Contact Center solution easily connects internal and external customers to the right agent at the right time, and the enhanced version is expected to result in a better and more improved customer experience. Agents can handle more calls in less time.

The latest version includes a statistical reporting engine and support for multiple wrap codes. It is compatible with other ShoreTel versions and helps maximize the number of interactions a contact center agent can handle. This means business managers can tune their contact centers for maximum performance without compromising on customer satisfaction.

"Large enterprises in particular are looking for new ways to ensure the highest levels of customer care, and with this latest release, ShoreTel delivers greater support for multi-device, multi- channel interactions that will improve customer satisfaction while providing greater business insights at no additional cost," said Pejman Roshan (News - Alert), vice president of product management at ShoreTel.

Typically, to handle so many interactions many agents would be needed. ShoreTel's solution ensures that a reduced number of agents handle more transactions, more effectively and efficiently. It uses business logic to define how many and what type of interaction each individual agent can handle.

It is to ShoreTel's credit that many of its customers have endorsed the latest solution, which is easy to use.

MonaVie, which manufactures and markets nutritional beverages and supplements, was impressed with the integrated chat and email features that significantly contributed to improving productivity and reducing costs. More specifically, during the busy holiday season, it was able to ensure a high level of customer care without adding any staff. StepChange Debt Charity in the U.K. also reported it was able to handle the surge in traffic volumes with ease.




Edited by Rory J. Thompson
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