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.
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.
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 meeting 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.