On May 11, 2011, ShoreTel announced that ShoreTel Contact Center 7 was now available. The latest version of the software allows users to queue and route phone calls through the system based on customizable criteria. Administrators can then monitor this activity and create reports which show how many times a specific call had to be transferred to a different agent.
Contact Center 7 also now has a simplified web-based management interface that can be used to manage access levels, copy individual configurations, and search through the system for records. It also has several quick links that will allow the administrator to manage the call center from multiple devices.
Another new feature is a powerful diagnostic tool for contact center administrators and support personnel. It can be used to delete callbacks within the system and obtain a comprehensive view of the external database connections. The tool also take regular snapshots that can show all of the live phone calls and any callbacks that are scheduled to place.
Another new feature is the ability to retain statistical and interactive reports over several years. This change will allow administrators to produce year-over-year trends reports and archival reports. Real time outbound campaign reports will also now be supported by the contact center solution.
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The holiday season is filled with frenzy and excitement for businesses and consumers alike. Consumers prepare gift lists, compare brands and prices, and begin shopping with a vigor that is not present most other times of the year. For many businesses, the holiday season accounts for a large profit bump at the end of each year, and companies strive to exceed their goals and keep customers happy during this rush late in the year. more
There are a lot of possible reasons you might want to switch to a new phone system. The old one might cost too much or be too troublesome to operate and maintain. It might not be flexible enough. It might not be reliable enough. Or it just might not have the kinds of features and capabilities that you need in today’s competitive business climate. more
Did you know that according to 8x8, the tangible ROI of a unified communications solution for a 10,000-person enterprise is approximately $15.5 million? This isn't the only way unified communications can improve your business. more
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