ShoreTel Enterprise Contact Center

ShoreTel Enterprise Contact Center software provides advanced multimedia call center solutions for all organizations.

Sophisticated real-time management and reporting tools let organizations analyze their performance and measure the results.

The customer experience can be tailored to meet specific requirements with advanced routing, multiple service options, and tools that help deliver calls to the right agents and services at the right time.

Advanced routing

Improves the customer experience by giving the appropriate call routing options to customers, including dialed number identification service, menu selection, automatic number identification, customer, time of day, calendar service level, priority and skills-based routing. 

Geographic redundancy

The hot-standby supports highly reliable deployments and disaster recovery.

IVR script engine

A flexible solution to service callers according to their needs or importance to the company, or to introduce self-service options that help reduce agent resource requirements. The graphical scripting interface is easy to use so organizations can create powerful routing rules to improve the customer experience.

Outbound dialing

Powerful outbound campaign capabilities support preview and progressive dialing campaigns for quick and easy customer outreach. In addition, caller-requested call backs and abandoned call backs provide options to waiting in queue, and a way to reach out to callers who hang-up while waiting.

CRM integration

Incorporate customer-based information into call routing decisions by mapping the customer’s information to information in the enterprise database. In addition, desktop integration automates routine agent tasks, and reduces costs with instant access to customer records when the call arrives.

Advanced reporting

This advanced reporting solution features pre-built performance reports, an easy to use customization tool for supervisors, and a rich, open call detail interaction database that can be mined for advanced business intelligence.

Multimedia routing

Expands the service options from just voice-alone to support customers that want to communicate via email or Web-based chat.

Real-time management

A comprehensive view of current activity and tools for correcting identified issues.

Unified desktop

Includes a singled unified desktop client for agents, ShoreTel Call Manager, which provides telephony, call center, presence, video, instant messaging features and more.

Multiple music sources

Customizable music-on-hold sources based on the type of service being provided.

Overflow and interflow

Automatically apply additional resources to calls waiting too long, or divert callers to alternative service options.