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ShoreTel keeps lines open 24/7 at the Georgia Poison Control Center

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We love hearing how ShoreTel helps organizations to improve service for their own customers. On our radar this week: an article in Call Center Magazine – the official publication of the International Customer Management Institute (ICMI) – about how ShoreTel unified communications help the Georgia Poison Control Center (GPC) deliver on its mission.

The reliability and call quality of a phone system are essential, always. That said, it is hard to imagine when these could be more crucial than during a possible poisoning. GPC’s 24/7 service, affiliated with Emory University, receives about 200,000 calls a year.

The center’s director, Dr. Gaylord Lopez, GPC’s Director, explains: “We looked at the usual suspects when we were evaluating systems, and ShoreTel had the best price – and we look at that, but the most important thing they offered was good call quality. We absolutely have to be able to have a clear conversation with the person on the other end of that line.”

With nearly a third of their agents working from home, GPC’s ShoreTel UC solution including ShoreTel Contact Center gives them the flexibility to distribute resources, and to address surge during peak periods. And with supervisors able to see agents logging in or out, they can schedule efficiently, so customer calls are handled quickly.

That the state’s Public Health Administration has asked to use their UC system to route calls and ramp up response in the event of a pandemic, such as H1N1, is a true vote of confidence for GPC and for ShoreTel.

To learn more about how ShoreTel’s Contact Center solution can help you to deliver an improved customer experience while lowering costs, contact your local ShoreTel reseller.