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.

The ShoreTel on-premises business phone system features a unique, self-healing distributed system architecture. It's easy to deploy using our solid-state appliances or virtualized on your servers. Click to enlarge this image:

Diagram of the ShoreTel IP Phone System Solution

Understanding and Preparing for Contact Center Systems

Please find below our top resources for ShoreTel Contact Center and related information.

Top resources for preparing for Contact Center Systems

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Turn Your Contact Center into a Strategic Asset Cover


How to Turn Your Contact Center into a Strategic Asset

In this Webinar, industry experts and users demonstrate there is wealth of opportunity for businesses in contact centers. They out… View Webinar | Share


How to Evaluate Total Cost of Ownership for IP Telephony Deployments

In this Webinar, we will evaluate key UC deployment models for SMBs – On-Premise, Cloud and Hybrid solutions. Each model will be e… View Webinar | Share


Best Practices for UC Deployment

In this Webinar, we will evaluate key UC deployment models for SMBs – On-Premise, Cloud and Hybrid solutions. Each model will be evaluated for pros and cons, and ideal deployment s… View Webinar | Share

Book or Guide

IP Telephony from A-Z - The Complete IP Telephony eBook

Best practices for using the wide range of technologies encompassing IP telephony are outlined in this guide. Download | Share


ShoreTel Dock Introduction

The ShoreTel Dock enables users to bring their own smartphone or tablet to work, and click into the ShoreTel Dock to realize traditional business phone capabilities including audio… View Video | Share

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White Paper

Building a Multi-Channel Contact Center

The modern multi-channel contact center can be made up of many different elements, and, although advantageous when used on their own, are significantly more valuable when integrate… Download | Share

White Paper

Optimizing Customer Interactions through the Contact Center

An efficient Contact Center reduces costs and drives business value. Download | Share

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White Paper

Best of Breed Solutions Can Click for Collaboration

There are different ways of deploying unified communications that can impact the technology’s value to the organization. As a resu… Download | Share

how to avoid high call volumes and high abandon rates in your contact center

White Paper

How to Avoid Abandoned Calls in Contact Center

This white paper examines the challenges contact centers experience stemming from high call volume, and highlights three case studies where these challenges were handled effectivel… Download | Share


Success Story


ShoreTel Scalability Creates Major Benefits for one of the world’s leading entertainment companies with 55 cinemas, over 440 screens, and seating for 75,000. Date of Publication: D… Read More | Share

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