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Today we announced the introduction of ShoreTel Enterprise Contact Center 7, enabling companies to dramatically enhance customer loyalty via their customer service organization. This release now puts a high-availability contact center within reach of every customer, big or small.

“In this era of the social media where news spreads fast enterprises strive to enhance their company’s brand perception through stellar customer service. The call center, with personal agent queues, is one of the first points of contact where enterprises can give their customers direct access to agents.” - Kevin Gavin, chief marketing officer at ShoreTel

Easy to use with powerful administration capabilities, this new release also includes redesigned Web-based management, enhanced reporting and new diagnostic tools. These features allow enterprises to significantly improve customer service and reduce the cost of deploying and maintaining a high-performance and highly available multimedia call center.

  • Personal Agent Queues: Every agent can now answer a call while pushing an existing call into their personal queue with a single click. Supervisors can also monitor all agent queue activity and generate reports that display how often a call had be re-queued by an agent.
  • Web-Based ShoreTel Contact Center Director: You can now manage your call center through an intuitive Web-based management interface that makes the administration and management brilliantly simple. Contact Center Director makes it easy for administrators to manage access, search for records and copy configurations quickly.
  • Enhanced Reporting: Create year-over-year trend reports while also meeting the requirements for longer archival with support for multiple years of retention of statistical and interaction reports.
  • New Diagnostic Tool: Contact Center 7 also introduces power diagnostic tools for contact center super administrators and support staff. The diagnostic tools provide snapshots of how resources are being used in the system and shows snapshot of all the current calls and scheduled callbacks.



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