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 Enterprise 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 transforms your contact center into a revenue center.

ShoreTel offers flexible solutions - from smaller, less formal environments to large organizations requiring multimedia, sophisticated routing, enhanced reporting options, self-service and outbound campaign capabilities. ShoreTel's best-of-breed approach for supporting the leading CRM and enterprise management applications enables organizations to deploy a complete, integrated contact center solution that meets unique and changing business requirements.


ShoreTel unified communications and IP telephony - man at computer with in-ear headset

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. 

 

ShoreTel unified communications and IP telephony - stack of shoretel switches

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. 

Valuable business information

Contact center managers easily create real-time reports to measure performance against business goals, while empowering agents to leverage customer relationship management information resulting in improved productivity.  ShoreTel’s tools for managers enable custom real-time and historical reports to be generated to meet changing business requirements, for both measures across all forms of customer contact, including inbound and outbound multi-channel customer applications.  Our out-of-the-box integration with the most popular CRM applications used by contact center operators reduces the cost and complexity of deploying solutions.


In one word: productivity.

As easy to deploy and maintain as it is to use, the premise-based ShoreTel Contact Center solution helps ensure that agents and supervisors can access a powerful and consolidated suite of capabilities, including fully blended inbound and outbound customer applications, web chat, and email. The same intuitive desktop interface that is used company wide as part of the IP phone system brings it all together, integrating IVR, routing, and outbound into one customer-centric service solution.

In two words: business intelligence.

ShoreTel Enterprise Contact Center takes the hassle out of generating meaningful reports. Managers have the choice of accessing real-time performance data by PC, Mac, or iPad. Able to work directly on the call center floor if need be, managers are empowered to optimize performance and improve customer service in the moment by matching customers to the most highly skilled agents.

In three words: return on investment.

Our TCO is among the lowest in the industry. Many customers tell us that their new on-premise ShoreTel system pays for itself within a year. Reduced agent costs and greater levels of service delivery have the power to transform your contact center into a revenue center. We offer a system with full multimedia and outbound capabilities that can be enabled at any time without expensive upgrades or new hardware.

In four words: the support you need.

You can count on ShoreTel's open interfaces to effortlessly integrate with business processes to improve the customer experience and help boost agent productivity. Both independent surveys and carefully monitored feedback from customers confirm it: our obsession for customer satisfaction continues to set the industry standard.

Kudos from some very important people.

Sinclair Community College - ShoreTel Success - Contact Center

"The distributed architecture and features of the ShoreTel UC system make it ideal for an educational institution. ShoreTel's Enterprise Contact Center solution has enhanced our ability to manage our call center, and easily satisfies the call volumes we experience, so we did not need a separate solution. The distributed architecture has also meant we can phase in the deployment across our new sites, while leveraging the investment in our current hardware. "

– Scott McCollum, Director of Information Technology Services, Sinclair Community College

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Shenandoah Analytics - ShoreTel Success - Contact Center

"In today's economic climate, contact centers must be able to serve customers effectively and they need to provide that service with fewer resources. That means enabling contact center agents to find the help they need when they need it and to manage the collaboration efficiently while at the same time keeping agent turnover low. ShoreTel's Unified Desktop, distributive telephony platform and contact center solutions provide necessary tools that allow agents to collaborate with each other and with experts both effectively and efficiently."

– Michael Barbagallo, President and Principal Analyst of Shenandoah Analytics

MonaVie - ShoreTel Success - Contact Center

"The ShoreTel Enterprise Contact Center allows us to easily blend agent skills and language skills since we service over 10 different languages and even more countries round the clock. Email routing to specialized super-agents has added one more sales avenue for us. Using the open interfaces and simple yet powerful ECC scripting we've also created a powerful outbound survey application, and integrated it with the ShoreTel Enterprise Contact Center IVR engine quickly and easily. The outbound survey application has allowed us to assess our customer satisfaction levels and assess agent training needs. "

- Jake Larsen, Contact Center Manager, MonaVie

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