As part of the roll-out of ShoreTel Connect, ShoreTel has introduced ShoreTel Connect Contact Center, a solution that is scalable to 1,000 users for both ShoreTel Connect CLOUD and ShoreTel Connect ONSITE.
ShoreTel has integrated previously stand-alone contact center functions into a single, central, Web-managed platform.
ShoreTel Connect Contact Center capabilities include the following:
- Multiple interaction channels, including inbound and outbound voice, Web chat, Web call back requests, and email routing;
- A new browser-based interface, called ShoreTel Connect Agent Interaction Center, which combines multiple contact channels, deep contextual transaction information, agent and service metrics, supervisor/agent interactions, Web chat, and agent controls within a single panel;
- Support for up to 1,000 concurrent agent logins for both cloud and onsite deployments;
- Real-time and historical reporting, including advanced statistics of call center activity, detailed agent activity, and call-by-call details on outbound calls;
- Enhanced customer self-service capabilities with fully customizable interactive voice response (IVR) scripting in a graphical flow creation tool; and
- Deep integrations to workforce optimization and CRM solutions, including support for real-time adherence.
"Our ShoreTel Connect common platform enables the delivery of a feature-rich cloud contact center solution to meet the needs of today's multi-channel, multi-site organizations, so they in turn can provide market-leading customer service and support," said Eugenia Corrales, senior vice president of product at ShoreTel, in a statement. "The new ShoreTel Connect Agent Interaction Center is a key differentiator, enabling agents to easily manage multiple interactions with a flexible and intuitive dashboard so they can focus on delivering excellent customer support."
With the ShoreTel Connect Agent Interaction Center, contact center agents can work from anywhere with just a browser and a PSTN connection, or combine with the ShoreTel Connect client for comprehensive UC/UCaaS capabilities to further improve agent productivity. The ShoreTel Connect Agent Interaction Center is also available to current ShoreTel Enterprise Contact Center onsite users.