ShoreTel Contact Center

ShoreTel Contact Center

ShoreTel enables previously stand-alone contact center functions, including ACD, IVR, computer telephony integration (CTI), outbound campaigns, and multimedia routing, to be integrated onto a single, centrally web managed, highly available platform. Supervisors and agents are connected to the server and communications platform via intuitive user interfaces that provide the tools they need to deliver superior customer service.

ShoreTel Contact Center Benefits

Rich customer communications at your fingertips
ShoreTel Connect Contact Center is a call center solution that includes universal queuing and enterprise resource matching, and offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location. It also supports email and Web contacts, and outbound calling as service options. Voicemail and fax can also be routed to individual agents through emails.

Increase efficiency, reduce costs
ShoreTel Connect Contact Center is designed to deliver a rapid return on investment by helping to reduce costs. Agents have an unified desktop client which provides the option of seeing the presence status of experts outside the call center. Through the ShoreTel Connect Interaction Center agent interface, they can manage multiple voice, chat and email sessions. Customizable real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize resources.

Integrated with your business processes
The ShoreTel Connect platform is based on open standards, and the Connect Contact Center workflow easily integrates with other enterprise applications to increase the overall value of information, and to deliver business intelligence. Salesforce®, NetSuite®, Microsoft Dynamics®, ACT!®, Zendesk®, desk.com® are just some of the application integrations available. ShoreTel ECC can be easily integrated with virtually any CRM, trouble ticket or database system to increase agents’ productivity while optimizing the customer experience.

ShoreTel Contact Center Features

Advanced real-time dashboard

  • Read the pulse of your call center by getting visual and audible threshold alerts on critical conditions.
  • React to higher call abandons or lower traffic by bringing agents in or taking them out of queues with simple clicks.
  • Monitor whether agents are in a no-work mode and see the duration of that state.
  • Supervise agents-in-training by monitoring specific extensions visually and also by using silent monitor, barge in, and coach features.
  • Track all media types: voice, email, chat, outbound campaigns, through a single reporting interface.
  • Compare real-time and historical information to understand trends and schedule agent availability accordingly.

Comprehensive historical reports

  • Review advanced statistics of call center activity — no database programmers or third-party reporting apps needed.
  • Create flexible reports by date or by interval.
  • Schedule reports to be automatically saved in various formats (csv, xls, pdf, htm, etc.) and emailed.
  • Monitor how a queue or group is performing using typical KPIs.
  • See detailed agent activity for billing purposes or for performance evaluations.
  • Analyze the reasons for customer calls by creating reports on post-call activity or wrap codes.
  • Measure the effectiveness of outbound campaign by getting call-by-call details on each outbound call made by the system.

Agent capabilities

  • Increase agent productivity by automating tasks through CRM or trouble ticketing integration.
  • Agents can easily hot desk and log into any phone/extension enabling call centers working in multiple shifts.
  • ShoreTel Connect Interaction Center is a single client providing complete management and administration capability.
  • View queue and group statistics to manage their activities and transactions without requiring supervisor intervention.
  • View complete details of interactions in queue.
  • Enter auxiliary and wrap codes to mark calls or inform supervisors of their availability.
  • Agents can easily route calls to their personal queues.