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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Choosing the perfect phone system for your business is no small task …. Depending on the size of your company, the industry in which you work, and the specific needs your phone system will be required to meet, any number of solutions could get the job done. more
Reducing expenses is one of the main reasons that businesses switch from traditional office phone systems to VoIP technology. But many people rush this decision and end up spending more than they need to. The costs of implementing a new VoIP system can increase quickly, especially if you don’t strategically plan for it ahead of time. more
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