ShoreTel improves contact centre offering

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.


Mitel, VMware offer desktop contact centre solution
IBM links CMS, analytics to Connections

Read the whole store here



Would you recommend this article?


Thanks for taking the time to let us know what you think of this article!
We'd love to hear your opinion about this or any other story you read in our publication.

Jim Love, Chief Content Officer, IT World Canada

Featured Download

Featured Articles

ADaPT connects employers with highly skilled young workers

Help wanted. That’s what many tech companies across Canada are saying, and research shows...

Unlocking Transformation: IoT and Generative AI Powered by Cloud

Amidst economic fluctuations and disruptive forces, Canadian businesses are steering through uncharted waters. To...

Related Tech News

Tech Jobs

Our experienced team of journalists and bloggers bring you engaging in-depth interviews, videos and content targeted to IT professionals and line-of-business executives.

Tech Companies Hiring Right Now