Contact center solutions that simplify your customer communications.

Customers expect higher levels of service than ever, and multisite contact centers are now the norm. Built on the highly reliable voice capabilities of our on-premise unified communications system, ShoreTel's Contact Center solution easily connects internal and external customers to the right agent at the right time. The result? Lowered costs and an improved customer experience that help to transform your contact center into a revenue center.

ShoreTel offers flexible solutions for all types of enterprises: from smaller, less formal environments to large organizations that require call centers with sophisticated routing and reporting options, multimedia, self-service and outbound campaign capabilities.

Purpose-built for IP; designed for ease.

As a contact center provider, the ShoreTel virtual contact center offers both agents and supervisors, regardless of location, powerful and consolidated capabilities through ShoreTel Communicator (formerly ShoreTel Call Manager), the unified, intuitive desktop interface used company-wide: IVR, intelligent routing, outbound, and media handling. And because it integrates seamlessly with existing CRM applications such as Salesforce and Microsoft Dynamics CRM, you get more out of your two most important assets: people and information. Through complete unified communications integration, call centers can now achieve single call resolution with functionality that lets agents communicate both externally and internally effectively using voice, Web chat, email, instant messaging and video. Agents and supervisors can also take advantage of the latest telecommuting features while still leveraging powerful dashboard, reporting and unified management capability. 

 

Higher availability protects your most important relationships.

There is no room in the client relationship for downtime. None. At the heart of every on-premise contact center solution is our highly available distributed platform, with redundancy and virtualization support built in. This, combined with the high availability and disaster recovery features in ShoreTel Contact Center solutions, helps protect the call center from WAN and system failures. ShoreTel offers advanced multimedia and outbound capabilities in an all-in-one contact center solution that can run in the same server minimizing your administrative demands and lowering the TCO. Key capabilities such as a built in Interactive Voice Response (IVR), outbound dialer, single management system and single reporting system lower your operational expenses while greatly simplifying your administration of the system. 

The lowest TCO in the industry.

Call Centers can drastically improve their total cost of ownership by integrating their contact centers with the business applications they use, such as customer relationship management (CRM) and trouble ticketing application, to improve productivity and interruptions. Our total cost of ownership (TCO) analysis tool can show you why ShoreTel offers the lowest TCO in the industry. Over the long term, a ShoreTel contact center solution helps reduce costs company-wide by streamlining business processes, putting critical information within reach, and eliminating both missed calls and the need for expensive third-party conference services.