ShoreTel Connect unveils new contact center solution

Shoretel Connect has delivered integration of advanced CRM applications with deployments of ShoreTel Connect ONSITE and ShoreTel Connect CLOUD.

The CRM integration brings capabilities such as embedded call control, screen pops, click-to-call, and call activity record correlation with business data.

The company said it offers a portfolio of software applications to deliver unified communications by increasing return on investment of both the ShoreTel UC system and existing business applications.

The new solutions increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction while providing faster access to a company’s business data.

In addition ShoreTel provides seamless voice and data integration that enables businesses to enrich their customers’ experience.

Additionally, customer can integrate call recording, multi-party voice conferences, IVR, voicemail transcription, point-to-point SMS messaging, Presence monitoring and collaboration, enhanced dashboard and reporting.

ShoreTel Logo

Meanwhile, ShoreTel has unveiled ShoreTel Connect Contact Center for 1,000 users for both ShoreTel Connect CLOUD and ShoreTel Connect ONSITE.

Company officials said StoreTel delivers new agent interface for all customers while extending the power of multi-channel routing and deep reporting to ShoreTel Connect CLOUD.

ShoreTel Connect Contact Center include inbound and outbound voice, web chat, web call back requests, and email routing.

This apart, ShoreTel Connect Agent Interaction Center combine easy management of multiple contact channels, deep contextual transaction information, agent and service KPI information, supervisor/agent interactions, web chat, and agent controls within a single pane.

The customer self-service capabilities are enhanced with customizable interactive voice response (IVR) scripting in an easy to use, graphical flow creation tool.

Also, contat center agents can work from anywhere with just a browser and a PSTN connection, or combine with the ShoreTel Connect client for comprehensive UC/UCaaS capabilities.

“The new ShoreTel Connect Agent Interaction Center enables agents to easily manage multiple interactions with a flexible and intuitive dashboard, so they can focus on delivering excellent customer support,” said Eugenia Corrales, senior vice president of product at ShoreTel.

Shilpa Khatri

[email protected]