ShoreTel Contact Center

Workgroup

ShoreTel's entry level Contact Center (Workgroups) is designed for smaller centers that are looking to become more efficient in their operations. With the workgroup product, you can:

• Provide voice call routing so you can consolidate your calls to one number
• Provide basic reporting so you can measure your call volume more effectively
• Give agents real-time tolls to see the current call volume so they can better manage their time
• Give supervisors the basic tools they need to see who is doing what in the center so they can verify agents are making the right decisions

Key Features

• Voice call routing
  Allows you to route your incoming voice calls to agents
• Informal management
  Gives you basic desktop real-time tools as well as historical views to better run your contact center
• Longest wait routing
  Callers are automatically delivered based on how long they have been waiting
• Up to five announcers
  Each caller can be queued and present five levels of menus with options to continue holding or to exit to another destination
• Scheduled call routing
  Allows you to direct calls to one group during your working hours and to a different destination during non-working hours
• Four integrated reports
  Provides a basic view of your contact center's performance