ShoreTel Contact Center

Enterprise Contact Center

The enterprise contact center product provides an advanced solution for customers turning their contact center into a strategic asset. With the Enterprise product, advanced routing and multiple service options let you customize the experience for callers and also give you the tools to make sure the right agent answers the right calls.

The enterprise solution provides:

• The ability to prioritize your callers so that better customers get answered first
• Tools to better optimize your resources by more specifically matching the customer with the right agent
• Skills-based routing to ensure customers talk to the right agent. This means that agents receive customers for which they're best equipped
• Functionality that eliminates agent costs via self-service options for status-request calls
• All the management benefits from the contact center

Key Features

• Multimedia routing
  Expand your services options from just voice to also supporting customers that want to communicate via email or web-based chat.
• Specialized services
  Gives you the needed tools to treat each caller appropriately as well as make sure agents handle the calls they are most capable of handling.
• Advanced Routing
  Delivers the call routing to your customers that is needed, including DNIS, menu selection, ANI, Customer, Time of Day, calendar, service level, priority and skills-based routing.
• IVR Script Engine
  Gives you a flexible solution to service callers according to their specific needs or importance to the company, or to introduce basic self service options that eliminate some of your agent resource requirements.
• CRM Integration
  Allows you the option to integrate call routing decisions based on information in your customer database or to automatic the agents' task with instant screen pops.