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ShoreTel Releases Contact Center 7
The latest release allows enterprises to reshape customer loyalty through their customer service organizations.
Posted May 12, 2011
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ShoreTel, a provider of 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 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 also comes with redesigned Web-based management, enhanced reporting, and new diagnostic tools.

“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.”

With 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.

With the Web-based ShoreTel Contact Center Director, Contact Center 7 can now be managed through an intuitive Web-based management interface. 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 centers any time from any device.

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 reporting, are also now available.

Contact Center 7 also introduces power diagnostic tools that provide snapshots of how resources are being used in the system and shows snapshots 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.

The ShoreTel Enterprise Contact Center 7 can support thousands of simultaneous agents in multiple sites. Smaller call centers can use the built in Workgroup solution to back up their contact centers through seamless agent controls. Large enterprises having single virtual call centers spread across multiple regions or even diverse ranges of customers can now take advantage of the increased scalability in Contact Center 7, which now supports 100 concurrent supervisors.


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