ShoreTel Contact Center

 

Contact Center

The Contact Center product addresses the needs of the more formalized center by including enterprise resource matching of calls based on customer and agent profiles, advanced real-time management and historical measurement tools. Contact Center is for small- to medium-sized contact centers with an advanced need to analyze their performance and optimize their results.

The Contact Center Product provides:

	Enterprise resource matching based on customer and agent profiles
	A real-time management tool that gives dedicated supervisors the information they need to manage a center with consistent service delivery
	A comprehensive view of what agents are doing to provide assurances to supervisors that the right actions are being taken
	Supervisors with the information they need to be confident that they will always know and be able to report on the current status of their operation
	Supervisors with various views of performance and statistical information on results so they know how the group is performing and what improvements need to be made
	New tools to improve the supervisor-agent communication to ensure that customers are being well taken care of and the call center is delivering optimal results

Key Features:

Voice call routing

Allows you to efficiently route your incoming voice calls to agents anywhere in the enterprise or at home

Formal management

Provides an advanced real-time management tool and a historical reporting solution to allow contact center managers to optimize their implementation

Advanced reporting

Customizable templates allow you to pick the data you want to see and then schedule it to be automatically reported to you

Real time management

Gives you a comprehensive view of what is happening in the contact center right now and also arms you with tools to correct any problem when it is identified

Multiple music sources

Enables you to customize your callers' experience based on the type of service they are calling for, so calls are handled and customers are satisfied quickly.

Overflow & Interflow

Provides intelligent options for handling situations where callers are waiting too long by automatically dedicating additional resources to call response or diverting callers to alternative service options.