ShoreTel, a provider of unified communications platforms, including business phone systems, applications, and mobile aolutions, has released ShoreTel Enterprise Contact Center 8.
This latest release includes enhancements to the chat and email channels. With them, agents can now more effectively handle email, chat sessions, and calls, both inbound and outbound. Customers can also schedule call-backs if needed. The solution also provides greater cradle-to-grave reporting using Contact Center Interaction Reports, allowing businesses to fine-tune customer interactions.
According to Pejman Roshan, vice president of product management at ShoreTel, the company will continue to focus on contact center solutions that are driven by mobile users demanding multiple ways to communicate with companies and will evolve its solutions to include more unique hybrid cloud solutions.