ShoreTel improves contact centre offering

The upgraded Enterprise Contact Centre 8 enables agents to handle more inbound and outbound emails, chats and calls, according to ShoreTel

By: nestor e. arellano
Computing Canada (12 Feb 2013)

Agents gain more flexibility and will be able to handle more inbound and outbound transactions with ShoreTel Inc.’s Web-based message routing and queuing product Enterprise Contact Centre 8, according to the unified messaging application developer.

ShoreTel Enterprise Contact Centre dashboard

While previous versions of Enterprise Contact Centre already provide email, chat and call management features, the latest iteration of the solution significantly enhances its capabilities and provide agents more control in handling inbound and outbound communications, said Steve McElderry, ShoreTel director for contact centre product management.

He said the new product also offers customers greater freedom in choosing how and when to communicate with agents with new tools such as a callback scheduler that allows them to set the time it is most convenient for them to be contacted.

Other features include interaction reports and real-time reporting capabilities that provide business better insight on customer experience.

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