The ShoreTel Call Center Solution
Take Control
of your call center with ShoreTel's advanced call center solutions.
Whether you have a small sales team with 2 sales reps fielding incoming
calls or a multiple call
centers with several hundred agents and a dozen supervisors ShoreTel's
scalable Call Center Solution will be right and affordable for your
business. ShoreTel puts you
IN CONTROL of your call center with the
following features:
- Call queues with multiple steps and messages (including estimated
wait time)
- Customer name and number to the phone or desktop
- Call
tracking and annotation
- Supervisor monitoring
- Call recording
- Time in queue
alerts
- Interactive Voice Response (IVR)
- Customer database screen pops
- CRM
integration
- Customer self-service options
- Multi-level menus
- Complete
reporting by queue, agent, trunk, etc.
- Work-at-home agents
- Much more
ShoreTel Call Center solutions represent an evolutionary leap in customer service – a leap
made possible by the convergence of voice and data into a single, unified
medium. Call Center solutions build on the advanced technology of the
ShoreTel platform to dramatically improve customer service while reducing the
cost of starting and maintaining a top-notch call center.
Key Benefits
Improved, More Responsive Customer Service
Customers appreciate quicker response and a more personalized approach.
Optimized Resources
ShoreTel Call Center reduces the cost of delivering top-notch customer service – while giving you performance data you need to measure agent effectiveness.
Robust Data Reporting
Lets you match your staff to levels of service, quickly identify (and solve) resource problems and give agents the tools they need to deliver quality service.
A Call Center Solution for All
Whether you are supporting a small, ad-hoc group or a larger formal call center, ShoreTel
Call Center offers a solution that will improve your service offerings and make you more responsive – without having to add agents or make substantial investments.
Making the Virtual Call Center a Reality
ShoreTel Call Center makes the virtual call center a reality. The distributed architecture underlying
Call Center solutions means that agents can work from any location. Free from the limitations of geography, the size of your potential workforce expands to cover the globe.
In addition to increased flexibility, a virtual call center reduces costs by making it possible for you to hire part-time staff or outsource service to regions offering lower labor costs.
A More Intelligent Enterprise
ShoreTel Call Center integrates with your existing business processes to take you to the next level of enterprise intelligence. By connecting
Call Center data streams to your business process applications, you can start taking advantage of a higher level of business knowledge.
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