Transform your contact center into a revenue center.
ShoreTel Enterprise Contact Center (ECC) is an all-in-one solution that provides complete multimedia and outbound capabilities. By leveraging ShoreTel's on-premise UC platform, contact center agents can work anywhere—in one location, across multiple sites, or at home. Calls are routed to the right agent based on specific criteria, such as need, status, service level, location, and wait-time. An integrated powerful graphical scripting engine provides a customized call experience with self-service automation.
With each contact, agents receive key information on screen that helps them deliver the best customer experience. If expert advice is required, ECC indicates exactly who is available at that moment for consultation. Finally, supervisors have all the tools they need to view the center’s historic and real-time performance, so they can manage with maximum efficiency.
ShoreTel’s Innovation Partner Program comprises the leading contact center application providers for scripting tools, call recording, agent call monitoring and other key capabilities, resulting in a seamless, fully integrated, end-to-end solution.
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Understanding and Preparing for Contact Center Systems
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