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Introducing Our Fan-Of-The-Month For May: Kathy Erbes-Mrsny

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Kathy Erbes-Mrsny

We're pleased to introduce and congratulate our ShoreTel Fan-of-the-Month for May 2016 -- Kathy Erbes-Mrsny, customer care manager at Cantaloupe Systems. The company's deployment included the hosted ShoreTel Sky VoIP system, ShoreTel Contact Center, IP 400 series phones, remote management capabilities, and softphones.

You were looking at a hosted and managed telephony system to ensure business continuity and provide advanced contact center features. What led you to choose ShoreTel Sky?

"Although Cantaloupe is a small firm with a seven-person contact center, we wanted disaster recovery, reporting capabilities, and no responsibility for managing the system,” said Kathy. She liked the ShoreTel interface and the hosted ShoreTel Sky product. It was affordable and offered both the robust reporting capabilities and outstanding service and support Kathy needed. 

What is the contact center workflow and how has ShoreTel helped improve productivity? 

The contact center has seven agents who receive between 50 and 100 calls a day, which last half an hour to 45 minutes. Although ShoreTel technology is night and day compared to the previous legacy on-premises solution, the transition has been painless and support exceeded expectations.

“Ninety-nine percent of the time ShoreTel functionality is easy to understand. But when programming is beyond my comfort level, I reach out to the ShoreTel support line and get help. I’ve been very, very impressed with the caliber of the people. They know their stuff,” explained Kathy. “Again, as a small company, I don’t want to dedicate somebody part or full time to telephony troubleshooting or administration.” 
 
ShoreTel enables Kathy to monitor agents on an overhead screen tied into each computer. It displays the queues, the agents, and who’s on what call. So if an agent is away from the desk, in the middle of a call, or doing research, everyone knows their status and it helps ensure the work is evenly distributed.

How has the ShoreTel dashboard changed the way your agents work?

“The ability to have agents work remotely is a convenience for employees. With the ShoreTel dashboard, I can gain insight into agent productivity. The agents also like using softphones, which enables them to see information about who is on what call,” explained Kathy.

ShoreTel Sky reporting is also a hit. It delivers all information a contact center manager could possibly want.

“The reporting features have given us more visibility and transparency. I had none of this before. Now I can get phone stats with a push of a couple buttons,” said Kathy. “For a management tool, it is unsurpassed.” 

What would you say if another company with a small contact center asked you about the ShoreTel Sky VoIP business phone system?

“ShoreTel has a world-class phone system and support organization that runs 24x7. The person that helped us set up the system was excellent. We had very few issues. The ShoreTel Sky solution was priced competitively and I don’t have to become a ShoreTel authority to have an expert product at my fingertips," said Kathy.

“All I can say is I love it, love it, love it, love it,” said Kathy. “How does it get any better than that?”