ShoreTel Relases Updated Contact Center 7

New version gives enterprises ability to reshape customer loyalty

By Neil Zawacki
Updated: May 12, 2011

ShoreTel just announced the widespread availability of Contact Center 7, a fully-integrated product that allows users to queue and direct calls to employees based on customized criteria. It also greatly lowers the overall cost of setting up and maintaining a high-performance call center.

The product includes the following features:

Personal Agent Queues – Agents can now route higher priority calls to themselves while pushing existing calls into an individual queue. Supervisors can also monitor all queue activity and create detailed reports that show how many times a particular call was re-queued. In addition, the call centers can use advanced logic and scripts to determine how calls are directed to the personal agent queues.

Web-Based Contact Center Director – They have added a simplified web-based management interface that allows administrators to quick manage access levels, search through records, and copy configurations. Supervisors have also gained the ability to manage the call center from any device.

Enhanced Reporting – You can now create a series of year-over-year trend reports that can be retained for multiple years. They have also introduced the ability to produce real time outbound campaign reports.

Power Diagnostic Tool – Administrators and support staff can now take and review snapshots that show how resources are being utilized at the contact center. They can also see all of the current calls taking place as well as any callbacks that are scheduled to occur.