News : Converged Technology Professionals, Inc. Wins the Contract
Chicago, Ill., Oct 29, 2014 -- Converged Technology Professionals, Inc. has been awarded the contract to provide a ShoreTel unified communications system to the Illinois Poison Center.
Hampered by a decades old phone system, the staff at the Illinois Poison Center were having trouble handling the volume of calls – over 80,000 – received every year. In part, the problem was outdated equipment that had reached the end of its useful life. Additionally, the old system did not incorporate any of the newer unified communication features that make the ShoreTel system so useful. As noted by the Operations Director of the Illinois Poison Center, Carol DesLauriers, "Every call is an emergency to the caller. Understandably, parents and other callers might be panicked, and they want their calls answered as soon as possible. That's why it is so important for us to have a reliable phone system."
Converged Technology Professionals was called in by the Illinois Poison Center and recommended several solutions. In concert with the center's IT staff, the decision was finally made to deploy the ShoreTel Enterprise Contact Center with ShoreTel phones. The system allows the operator to quickly route calls with a minimum number of mouse clicks and provides an instant messaging platform. In addition, the ShoreTel Contact Center Agent Dashboard allowed the phone staff to know exactly which doctors, pharmacists and nurses were on duty and available. The system also monitors such metrics as wait times, call length, and abandonment rates.
The staff at Converged Technology Professionals continues to work with the IPC to better understand their business communications needs. Currently, other contact modalities are being researched that will allow clients and staff to communicate seamlessly no matter the time, place, or device. In the interim, Joe Rittenhouse, President of Business Development at CT Pros said it best, "Like ShoreTel, we are honored to have such a prestigious organization as the IPC trust us to manage and support its critical mission."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Feasibility Of An IP Contact Center
More Editorial From ShoreTel
ShoreTel delivers IP telephony solutions to the enterprise. The spark for this solution emerged out of frustration. While purchasing a phone system at a previous venture, ShoreTel''''s co-founders were confounded by products short on features and long on complexity. So they created a better solution.
About Converged Technology Professionals:
Converged Technology Professionals, with offices in Chicago, Crystal Lake, Milwaukee, and Indianapolis, is a nationally-recognized, award-winning unified communications and mobility solutions provider for ShoreTel, based in the Midwest and serving a wide range of organizations from medium-sized businesses to multi-site large enterprises for their mobility, voice, and data needs.
Published: Thursday, October 30, 2014