Unified Communications Featured Article
March 10, 2008
ShoreTel Launches ShoreWare Contact Center 4.66
By ShoreTel (News - Alert), a provider of Pure IP
Unified Communications (News - Alert) solutions, has announced ShoreWare Contact Center 4.66. This suite of applications is designed to dramatically improve customer service while reducing the cost of deploying and maintaining high-performance inbound or outbound multimedia call center.
ShoreWare Contact Center 4.66 is designed to support more simultaneous agents while offering several new features to enhance the customer experience. Such an execution will make it ideal for expanding mid-sized contact centers.
The ShoreWare Contact center runs on ShoreTel’s distributed unified communications platform, ensuring that it can seamlessly integrate call center operations with core business processes in order to create a more collaborative and productive enterprise.
Businesses can create multi-site, virtual call centers using the ShoreWare Contact Center. These centers can route callers to the most appropriate agent regardless of location.
ShoreWare Contact Center and ShoreWare Enterprise Contact Center now support as many as 300 simultaneous agents, while also offering low cost of entry to provide the assurance that these organizations can scale as needed using a single platform.
"Contact centers are under continuing pressure to do more with less -- to enhance the caller experience while simultaneously shortening call times," said Kevin Gavin, vice president of product marketing at ShoreTel, in a Monday statement.
"ShoreWare Contact Center solutions leverage ShoreTel's distributed architecture, flexible call handling and control, and sophisticated application integration to provide the platform and features that deliver the right call and the right information to the right agent anywhere in the world, faster than ever before."
The upgrades to the ShoreWare Contact Center introduce advanced features in an entry-level package, enabling smaller call centers to deliver the same customer experience previously available only in ShoreWare Enterprise Contact Center. These features include graphical contact control scripts; abandoned and scheduled callbacks; and IVR information screen pops.
This new platform is also designed to enhance outbound capability by introducing preview dialing to enable agents to view customer details before an outbound call is placed. This advanced preparation results in an enhanced customer experience.
ShoreWare Contact Center solutions are designed to satisfy the needs of every type and size of call center, from a basic voice-only operation to a sophisticated distribution multimedia call center merging voice, web, fax, voicemail and e-mail interactions into a single queue.
The market is ripe for this solution from ShoreTel as more and more organizations are recognizing the benefits of call center operations and enhancing the customer experience. So many of these organizations are seeking the customer service benefits of the call center, yet lack the means to launch a full-blown multi-channel environment.
ShoreWare Contact Center enables these organizations to launch the necessary tools to properly serve their customers, while also providing the scalability to grow as needed.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
Want to learn more about contact centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
Unified Communications (News - Alert) solutions, has announced ShoreWare Contact Center 4.66. This suite of applications is designed to dramatically improve customer service while reducing the cost of deploying and maintaining high-performance inbound or outbound multimedia call center.
ShoreWare Contact Center 4.66 is designed to support more simultaneous agents while offering several new features to enhance the customer experience. Such an execution will make it ideal for expanding mid-sized contact centers.
The ShoreWare Contact center runs on ShoreTel’s distributed unified communications platform, ensuring that it can seamlessly integrate call center operations with core business processes in order to create a more collaborative and productive enterprise.
Businesses can create multi-site, virtual call centers using the ShoreWare Contact Center. These centers can route callers to the most appropriate agent regardless of location.
ShoreWare Contact Center and ShoreWare Enterprise Contact Center now support as many as 300 simultaneous agents, while also offering low cost of entry to provide the assurance that these organizations can scale as needed using a single platform.
"Contact centers are under continuing pressure to do more with less -- to enhance the caller experience while simultaneously shortening call times," said Kevin Gavin, vice president of product marketing at ShoreTel, in a Monday statement.
"ShoreWare Contact Center solutions leverage ShoreTel's distributed architecture, flexible call handling and control, and sophisticated application integration to provide the platform and features that deliver the right call and the right information to the right agent anywhere in the world, faster than ever before."
The upgrades to the ShoreWare Contact Center introduce advanced features in an entry-level package, enabling smaller call centers to deliver the same customer experience previously available only in ShoreWare Enterprise Contact Center. These features include graphical contact control scripts; abandoned and scheduled callbacks; and IVR
information screen pops.This new platform is also designed to enhance outbound capability by introducing preview dialing to enable agents to view customer details before an outbound call is placed. This advanced preparation results in an enhanced customer experience.
ShoreWare Contact Center solutions are designed to satisfy the needs of every type and size of call center, from a basic voice-only operation to a sophisticated distribution multimedia call center merging voice, web, fax, voicemail and e-mail interactions into a single queue.
The market is ripe for this solution from ShoreTel as more and more organizations are recognizing the benefits of call center operations and enhancing the customer experience. So many of these organizations are seeking the customer service benefits of the call center, yet lack the means to launch a full-blown multi-channel environment.
ShoreWare Contact Center enables these organizations to launch the necessary tools to properly serve their customers, while also providing the scalability to grow as needed.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
Want to learn more about contact centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.
