ShoreTel Relases Updated Contact Center 7

New version gives enterprises ability to reshape customer loyalty

By Neil Zawacki
Updated: May 12, 2011

ShoreTel Relases Updated Contact Center 7

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.
 

Featured Research
  • 10 Contact Center Myths Busted

    For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape. more

  • How Workforce Optimization Reduces Agent Attrition

    The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more

  • 7 Common Pain Points Contact Center Software Eliminates

    Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more

  • Contact Center Implementation 101

    Starting, maintaining and growing a successful business is largely dependent on great products and services. That said, there’s another important factor many eager entrepreneurs overlook…customer experience. more

  • The New 2017 Contact Center Comparison Guide

    We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more

Related Articles