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ShoreTel Boosts UC Credentials |
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Written by Adam Gosling
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Thursday, 13 March 2008 |
Small business VoIP provider, ShoreTel, has announced an upgrade to its
contact centre applications suite that adds more user-friendly
graphical scripting for routing workflows, enhanced IVR and screen pop
features and greater capacity.
The ShoreWare
Contact Center 4.66 suite now supports more simultaneous agents while
offering several new features that foster an enhanced customer
experience. The company says that the combined prowess of its Contact
Centre apps and its distributed unified communications platform, allows companies to seamlessly
integrate call centre operations with their core business processes to create increase collaboration and productivity.
You can create a multi-site, virtual
call centre and then route callers to the most appropriate agent with
as many as 300 simultaneous agents, making the software suitable for
many mid-sized company deployments. ShoreTel's scalable architecture
also means a low cost of entry for small
contact centres without a low ceiling so you 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. "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 newly upgraded ShoreWare Contact Center
introduces advanced features in an entry-level package, helping smaller call
centers deliver the same customer experience previously available only in ShoreWare Enterprise Contact
Center:
Graphical contact
control scripts make it easier for businesses to design more
sophisticated workflows for routing calls to the appropriate agent.
Abandoned and
scheduled callbacks enhance the customer experience by enabling
contact center agents to automatically call back customers who have disconnected
from the call center after waiting in a queue or who have requested a future
callback so they don't have to continue waiting.
IVR information screen
pops now inform agents of specific customer information
entered by customers using the IVR system, reducing interaction time and increasing
agent productivity while providing a better customer experience.
ShoreWare
Enterprise Contact
Center also enhances
outbound capability by introducing preview dialing,
which enables agents to view customer details before an outbound call is placed.
This advanced preparation results in an enhanced customer experience.
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