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ShoreTel Announces Contact Center 7

Latest release allows enterprises to dramatically reshape customer loyalty through their customer service organization
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SUNNYVALE, Calif., May 11, 2011 – ShoreTel® (NASDAQ: SHOR), the leading provider of brilliantly simple IP phone systems with fully integrated unified communications (UC), today announced the availability of ShoreTel Contact Center 7. ShoreTel Contact Center 7 introduces Personal Agent Queues, a highly sophisticated yet simple way for customers to queue and route calls to specific agents based on completely customized criteria. Along with ShoreTel 11.1, ShoreTel Contact Center 7 now puts a high-availability contact center within reach of every customer, big or small.

ShoreTel Enterprise Contact Center 7 further strengthens the ease of use and powerful administration capabilities with redesigned Web-based management, enhanced reporting and new diagnostic tools. These features allow enterprises to dramatically improve customer service, while reducing the cost of deploying and maintaining a high-performance and highly available inbound or outbound multimedia call center.

“In this era of social media where news spreads fast, enterprises strive to enhance their company’s brand perception through stellar customer service,” said Kevin Gavin, chief marketing officer at ShoreTel. “The call center, with personal agent queues, is one of the first points of contact where enterprises can give their customers direct access to agents.”

“At QMACS we provide support services to hospitals and physicians to help them manage their practice better. One of the keys to our success is our call center and the ShoreTel multimedia Enterprise Contact Center has enabled us to provide excellent customer service to our clients,” said Todd P. Stone, chief technology officer at QMACS Health Care Solutions. “We decided to do a field trial on ShoreTel Enterprise Contact Center 7 and have had a great experience with this latest release. The slick management interface and diagnostic tools make the contact center one of the easiest to manage. The personal agent queue, which is a really unique feature, will help us in routing calls within our call center allowing us to fully utilize our resources and give callers a dedicated experience.”

 

Personal Agent Queues

Every agent can now answer a call while pushing an existing call into their personal queue with a single click. This can be used for routing higher priority calls or previously answered calls. Call centers can apply advanced logic to route calls to the personal agent queue, which can be done through scripting. Supervisors can also monitor all agent queue activity and generate reports that display how often a call had be re-queued by an agent.

 

Web-Based ShoreTel Contact Center Director

Contact Center 7 can now be managed through an intuitive Web-based management interface that makes the administration and management brilliantly simple. Contact Center Director makes it easy for administrators to manage access, search for records and copy configurations quickly. Quick navigation links and bookmarking ability enable supervisors to manage their call center any time from any device.

 

Enhanced Reporting

Contact Center 7 now supports multiple years of retention of statistical and interaction reports. This allows managers to create year-over-year trend reports while also meeting the requirements for longer archival. Other enhancements such as new real time outbound campaign report are also now available.

 

New Diagnostic Tool

Contact Center 7 also introduces power diagnostic tools for contact center super administrators and support staff. The diagnostic tools provide snapshots of how resources are being used in the system and shows snapshot of all the current calls and scheduled callbacks, which allows administrators to delete unwanted callbacks from the system and provides detailed views of the external database connections or any other customer systems.

 

“Affiliated Communications is a partner for ShoreTel, and we are proud to be designated as a Contact Center Practice Partner,” said Jona Sanford, engineering manager at Affiliated Communications. “We are very excited about the release of Contact Center 7, and have been really impressed with the new functionality and tools provided in this release. We feel that these will enable partners to better support their contact center customers.”

The ShoreTel Enterprise Contact Center 7 meets enterprise needs from a basic informal call center to a sophisticated scalable, distributed contact center solution supporting thousands of simultaneous agents in multiple sites. Smaller call centers can use the built in Workgroup solution to back up their contact center through seamless agent controls. Large enterprises having a single virtual call center spread across multiple regions or even a diverse range of customers can now take advantage of the increased scalability in Contact Center 7, which now supports 100 concurrent supervisors. For more information, visit http://www.shoretel.com/solutions/contact_center.

 

About ShoreTel, Inc.

ShoreTel, Inc. (NASDAQ: SHOR) is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award-winning, all-in-one IP phone system, UC and contact center solution, and its industry-leading hosted phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, Calif., and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com.

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