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ShoreTel Enterprise Contact Center Extends Rich Set of Communication Features

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Contact Centers are the front line for maximizing customer satisfaction and often a critical requirement for most business communication solutions. ShoreTel’s Enterprise Contact Center delivers powerful functionality balanced with the need to offer compelling total cost of ownership.

The ShoreTel contact center solution meets the needs of the complete range of enterprises from the basic informal call center solution to a sophisticated scalable, distributed contact center solution supporting thousands of simultaneous agents in multiple sites. ShoreTel Enterprise Contact Center Release 8 introduces many new enhancements of value to contact center business owners, managers, supervisors and agents.

Email Infrastructure Enhancements
Enterprise Contact Center Release 8 delivers significant ‘multi-channel’ enhancements – for both email and chat interactions. The contact center solution now uses the customer’s corporate Internet Message Access Protocol (IMAP) email system to queue and deliver emails to agents.

Email routing is also enhanced. Incoming ‘bounced’ emails and un-deliverable agent reply emails are automatically delivered to a dead-letter email account that can be monitored and acted upon. Full cradle-to-grave reporting on email processing is provided. For example, the time between an agent accepting and email and replying is tracked.

Chat Enhancements
Another important channel into the contact center is chat. Improved chat transcripts now include both local time and GMT timestamps. This is useful for those customers whose operations span multiple time zones. A new inactivity timer has been introduced to help track “stale” chat sessions. Chats are terminated when no responses are received within a defined time.

Supervisors can now monitor multiple ongoing agent chats. Hovering over a tab will display a few lines of chat content. Historical reports have been enhanced to include more data on chat interactions. In addition, a new Chat Installer simplifies the initial set up.

Contact Center Interaction Reports (CCIR) Enhancements
CCIR is enhanced to provide a more detailed view for existing call types and to expand support for previously unsupported call types, including all relevant email and chat transactions. Supported outbound calls now include customer requested callback, abandoned call back, and dial list calls. Outbound call request data that is captured includes the scheduled call request time, the scheduled callback number, and the ANI (calling number) of caller.

Graphical Call Control Scripts (GCCS) Enhancements
GCCS has been enhanced to simplify maintaining and installing call control applications. GCCS scripts are now stored in JavaScript Object Notation (JSON) format. Old scripts are upgraded to JSON format the first time that ECC 8 starts. In addition, GCCS scripts are now portable – you can export GCCS scripts from one database and import into another database.

Agent Toolbar without Supervisor License
Users who have supervisor settings can now log into the Agent Toolbar without consuming a supervisor license. This simplifies initial desktop provisioning. Customers can now install supervisors instead of agents and then switch roles at will, based upon the credentials used.

Improving System Resilience with Redundancy Enhancements
Enhancements to the redundancy feature in ShoreTel Enterprise Contact Center include automatic synchronization of the database between the primary and secondary servers, which streamlines processes for system administrators. Administrators no longer have to remember the procedures for manually setting up redundancy.

Simplified Ongoing Administration with File Replication
The file replication feature in Release 8 ensures that wave files and agent toolbar configuration files are copied to secondary servers and that wave files are copied to IVR stations. These updates prevent missing wave files in scripts and loss of agent toolbar configuration in the event of a failover, and they streamline the process for keeping secondary servers and IVR stations up-to-date.