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ShoreTel Contact Center

The smart way to improve your customer sales and service.

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Product Description

ShoreTel Contact Center Is Your All-In-One Solution.

Have a multi-national call center that operates globally 24/7/365?  Need a way to make your small start up appear as professional as the big guys? ShoreTel ECC is the contact center for you.

With IP telephony, multi-modal communications tools, robust reporting features and application integration built right in, ECC outshines the competition–and will make your team a star performer for your bottom line.

Multi-modal communications at your agents’ fingertips

Respond to the consumer-driven market place with a communications platform that puts business intelligence right where it’s needed.

  • Access calls, texts, CRM data, call history, reports and more
  • Includes universal queuing and enterprise resource matching
  • Offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location
  • Voicemail and fax can also be routed to individual agents through emails.

Increase efficiency, reduce costs

ShoreTel Enterprise Contact Center is designed to deliver a rapid return on investment

  • Agent screen pops with detailed customer information  reduces interaction time
  • Unified desktop client shows the presence status of experts outside the call center
  • Advanced call routing ensures calls go to the right agents, reducing the service time per call
  • Real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize resources

Business Process Application Integration

You’ve invested in a CRM–now watch it really pay off

  • Quickly know not just who is calling, but why they’re calling
  • Track not just call volumes but outcomes
  • Salesforce, NetSuite, MS Dynamics, Symitar and more
  • Transfer the call and all customer history automatically

Advanced Functionality

The ShoreTel outbound dialer provides a versatile solution to meet the needs of your preview and progressive campaigns.

  • Targeted campaigns with the flexibility to schedule them for different time zones or specific times of day or week
  • Manage your dial lists through any database that is ODBC compliant
  • Optimize your operations by blending inbound and outbound calls.
  • Agents can preview customer information through a screen pop so they are better prepared for the call

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