ShoreTel Contact Center

Contact Center Feature Comparison

 

 

 

Workgroup

Contact

Enterprise

Monitoring

Basic Monitoring and Queue

Advanced Monitoring and Historical Reports

Advanced Monitoring and Historical Reports

Services

  • Basic

  • Longest Idle Scheduled Based

  • Intermediate (Adds)

  • Group Order Overflow (1 Level)

  • Interflow (Wait Time)

  • Advanced (Adds)

  • Skill Customer

  • ANI Priority

  • Database Outbound

  • Multi-Media Overflows Interflow (Predictive)

IVR Options

  • Menus Only

  • Menus

  • Custom Music/Group

  • Menus

  • Custom Music/Group

  • Self Service Options

  • Database interactions

CRM Interactions

  • Screen Pop

  • Caller ID

  • Screen Pop

  • Caller ID

  • Screen Pop

  • Caller ID

  • Self Service Options

  • CRM based routing