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A New ShoreWare Contact Center 5 Release – Investing in the Right Financial Prescription

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With the list of companies feeling the financial squeeze growing daily, I am compelled to continue to press the case for how ShoreTel’s solutions can help businesses save money and keep customers coming back for more.

Whenever companies spend money, regardless of economic pressures, they owe it to their shareholders and investors to choose solutions that help them retain customers, improve productivity, and drive down ongoing costs. And if they can invest in a single solution that does all three on a rock solid foundation for growth, then even the most cautious CFO should eagerly approve the expenditure.

Enter the latest release of the ShoreWare Contact Center. Here are just a few of the ways the solution meets these important investment challenges:

Retain Customers – Companies can improve the customer experience by providing options so customers can choose their preferred media to address concerns or questions, and still be directed to the right agent. ShoreWare Contact Center solutions give sophisticated options such as an integrated IVR application for self-service capabilities, callbacks, multimedia support, and skills-based routing so companies can offer flexibility and excellent service. .The new supervisory features in Contact Center 5 help teams ensure quality of service, respond to escalations more efficiently, and train new agents. The result is a happy customer, which translates into a loyal customer and one who comes back for more.

Increase Productivity – ShoreWare Contact Center 5 is built on ShoreTel’s fully distributed unified communications platform, enabling companies to use voice, presence status, IM and video to streamline business processes and improve productivity. Agents use a single unified desktop application through ShoreWare Call Manager that integrates all these capabilities and makes it tremendously easy to access experts or information in multiple ways.

Drive Down Costs – ShoreWare Contact Center 5 makes the cost-effective virtual call center a reality, allowing companies to build a highly efficient and professional contact center team, regardless of where the agents work or live. This can help significantly lower operational costs, and as broadband adoption grows, at-home agents can use a wide variety of devices, including the ShoreTel VPN Phone solution, softphone or even their home phones with the Office Anywhere feature to increase efficiency. In addition, the ShoreTel UC system is easy to deploy, maintain and use, which reduces the burden on IT staff, eliminates reliance on high-priced telecom consultants, and minimizes the need for training. The new hot-standby redundancy option in ShoreWare Contact Center 5 also furthers ShoreTel’s commitment to providing an easy to manage, highly reliable business communications system.

Protect the Investment – ShoreWare Contact Center 5 scales to 600 simultaneous agents and 2,000 total configured agents, so midsize businesses can easily scale to meet their future needs. And because the solution is built on ShoreTel’s open, distributed architecture, the entire system is future-proofed. In today’s tough environment the best investment protection any company can make is to purchase from a company that is financially strong, ranked the best in customer satisfaction and committed to developing products that can easily integrate with business processes to transform the way companies work, while helping them stay agile in a constantly evolving marketplace.