News : New ShoreTel Releases New Version of Contact Center Software
SUNNYVALE, Calif., Dec. 12, 2013 -- ShoreTel (NASDAQ: SHOR), a provider of phone systems and unified communications solutions, releases a new version of ShoreTel Enterprise Contact Center with enhancements driven by the needs of large enterprise customers.
ShoreTel Enterprise Contact Center is increasingly being used by large organizations who have a need to service more customers – these days in whatever channel the customer choses to use, whether it's voice, email, the web or a combination. As contact centers scale upward to address this need, they require more sophisticated tools to efficiently handle the traffic. Without such tools the only solution is to add more agents, which is not cost effective.
To meet the requirements of large customers, ShoreTel enhanced Enterprise Contact Center to maximize the number of interactions a contact center agent can efficiently handle. ShoreTel Enterprise Contact Center 9 uses advanced business logic to define how many and what type of interaction each individual agent can handle – allowing a business manager to tune their contact center for maximum performance without compromising customer satisfaction.
"Large enterprises in particular are looking for new ways to ensure the highest levels of customer care, and with this latest release, ShoreTel delivers greater support for multi-device, multi-channel interactions that will improve customer satisfaction while providing greater business insights at no additional cost," said Pejman Roshan, vice president of product management at ShoreTel.
Posted by Veronica Silva Cusi, news correspondent
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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.
Published: Friday, December 13, 2013