Contact Center Software

ShoreTel, a provider of IP phone systems with fully integrated UC, has claimed that large multimedia contact centers are increasingly selecting the company's contact center solutions to help improve the customer experience, increase agent responsiveness, and achieve a rapid ROI.

Officials with ShoreTel (News - Alert) said that driving the move to the company's IP-based solutions is the ability for enterprises to easily deploy and integrate ShoreTel's powerful multimedia call center solution and best-in-class telephony platform across their entire organization.

'ShoreTel Enterprise Contact Center is rapidly becoming an integral part of organizations' overall enterprise communications strategy, especially as more contact centers use teleworkers and remote sites to increase productivity, lower costs, go greener, and improve the customer experience", said Kevin Gavin (News - Alert), vice president of marketing, ShoreTel, in a statement.

Gavin said that the ShoreTel distributed UC and contact center platform provides the ideal solution for this growing trend, as it enables organizations to create highly productive, cost-effective virtual contact centers.'

Company officials said that enterprise administrators can reduce support costs and lower TCO with a single solution that comprises contact center, desktop telephony client, phones and more, throughout the organization.

With ShoreTel's distributed telephony platform, organizations can route incoming contacts to the most appropriate agent, regardless of location.

Company officials said that the ShoreTel Contact Center solution increases individual agent productivity and responsiveness, improving the customer experience and sales program management.

The ShoreTel Contact Center application suite offers a range of features to satisfy the needs of all organizations, from basic call center capabilities to sophisticated distributed multimedia contact center capabilities.

Michael Barbagallo, president and principal analyst of Shenandoah Analytics said that iIn today's economic climate, contact centers must be able to serve customers effectively and they need to provide that service with fewer resources. That means enabling contact center agents to find the help they need when they need it and to manage the collaboration efficiently while at the same time keeping agent turnover low.

"ShoreTel's Unified Desktop, distributive telephony platform and contact center solutions provide necessary tools that allow agents to collaborate with each other and with experts both effectively and efficiently,' said Barbagallo.