ShoreTel offers flexible contact center solutions - from smaller, less formal environments to large organizations requiring multimedia, sophisticated routing, enhanced reporting options, self-service, and outbound campaign capabilities. ShoreTel's best-of-breed approach for supporting the leading CRM and enterprise management applications enables organizations to deploy a complete, integrated contact center solution that meets unique and changing business requirements. There is no room in the client relationship for downtime. None. At the heart of every ShoreTel contact center solution is one of our highly reliable phone service platforms, with redundancy and virtualization support built in. This, combined with the high availability and disaster recovery features in ShoreTel Contact Center solutions, helps protect the call center from WAN and system failures.
Contact center solutions offer both agents and supervisors powerful and consolidated capabilities, regardless of location. Features include Interactive Voice Response (IVR), intelligent routing, outbound, and media handling. Through complete unified communications integration, call centers can now achieve single call resolution with functionality that lets agents communicate both externally and internally effectively using voice, Web chat, email, instant messaging.
Agents and supervisors can also take advantage of the latest telecommuting features while still leveraging powerful dashboard, reporting, and unified management capability. Contact center managers easily create real-time and historical reports to measure performance against business goals, while empowering agents to leverage customer relationship management information resulting in improved productivity.