Hosted VoIP, based on ShoreTel Sky Call Conductor software developed in-house, forms the heart of ShoreTel Sky, ShoreTel’s cloud communications solution. The inherent flexibility of the solution allows organizations to add unified communications and contact center capabilities as they need them.
The solution is backed by dedicated teams of cloud telephony experts who manage the entire experience, from an organization’s move to the cloud, to ongoing upgrades and maintenance, to support for users.
Hosted VoIP with unified communications services bundles together a variety of easy-to-use technologies – including unified messaging, IM, presence, and mobility – that integrate data and applications with the solution's voice capabilities. Users can communicate, and collaborate, however and from wherever, on the device of their choice.
The integrated hosted contact center capabilities of ShoreTel’s cloud communications solution extend this functionality to an entire organization. Features include: full ACD control, prioritized skill routing, configurable hold treatment, and an audio library which lets call center supervisors easily store and update their recordings.
The cloud-based communications solution offers tight integration with leading CRM, ERP, and applicant-tracking software, enabling performance-enhancing functionality such as "click-to-dial," and screen pops on inbound calls that foster a more personalized customer experience. An API also allows for integration with other businesses processes or homegrown applications.
The inherent flexibility of the solution's core technology permits organizations to add services to meet their needs – and those of their customers. These services include: call recording, on-demand conferencing, voice-to-email transcription, and fax-to-email (both incoming and outbound).
Because the help desk is included, ShoreTel Cloud Services take the burden off of IT resources. Simply pressing the “?” key one of our desktop phones will open a ticket in our CRM system, and can directly connect your users to our support engineers.