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ShoreTel Travels: Contact Center

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I just returned from a weeklong visit with our APAC team. Contact Center was the major theme of my visits with ShoreTel partners in Asia over the last few days.

In each of the regions – Hong Kong, Singapore, Philippines, and Malaysia – I spent time discussion the ShoreTel Enterprise Contact Center solution and learning more about the market.

Integration is something that’s on the mind of the buyer. From leveraging customer data to connect to the right agent to automating the agent’s activity with automatic access to the customer records, integration of the contact center with the enterprise information systems makes for a higher performing contact center and the delivery of more targeted customer services.

The interfaces and APIS available for ShoreTel’s Enterprise Contact Center give our customers the tools to enable these key connections for their company. Available through the ShoreTel Innovation Network, the APIs give end-users and ShoreTel partners a range of integration options for optimizing their contact center operations.

Additionally, the question of how iPads are used in the enterprise came up yesterday during a conversation I was having with one of ShoreTel’s partners in Singapore.

We have seen the growing interest in these new platforms and are developing solutions that let enterprise more fully leverage them for in their communications infrastructure. One of those solutions is the real time statistics we provide for contact center supervisors.

For the contact center supervisor, the key issues for supervisors are keeping up with what’s going on in the center so they can deliver peek results to the enterprise. The dashboard application provides them a view of what’s happening delivered right to their iPad device. They have the latest information at the tip of their fingertips anywhere in the enterprise.

Similarly, we are also creating solutions for knowledge workers that give them real time communications wherever they are letting them use their tablet as their phone when they are traveling or roaming through the enterprise.

How about you? I am sure you have seen tablets showing up in the hands of colleagues or perhaps you have one yourself?

Where do you see tablet computers making communications better for your enterprise?