November 02, 2006

ShoreGroup Announces Major Contact Center Deployment

By David Sims, TMCnet Contributing Editor

ShoreGroup, Inc., a vendor of converged network products, has announced that it has been awarded the contract and has begun the immediate deployment of its CaseSentry Systems Management product to manage a large-scale contact center for a prominent national services organization.

CaseSentry will provide comprehensive monitoring and management of the enterprise contact center environment, which employs a combination of 8,000 agents, 12,000 Cisco Customer Voice Portal ports and processes 100 million calls across 38 ACD systems during the customer's 6-month peak busy season.

The system automates the monitoring of the Cisco Unified Intelligent Contact Management Enterprise application, providing a centralized point of management to ensure that all contact center systems and supporting infrastructure are fully operational and meeting the organization's service level objectives.

In March ShoreGroup, Inc., which describes itself as a "converged network products and management provider," announced the formation of the new channel program using its CaseSentry Systems Management product and ShorePatrol Operational Support Service available through select channel partners.

It's designed for clients to keep their Cisco IP Communications, IP Contact Center and advanced converged networks running.

These tools are designed to allow channel partners to "grow and protect their client relationships through the delivery of the management and operational support services," in company officials' words.

The way ShoreGroup explained it at the time, partners may "resell the CaseSentry service product, offer an OEM management product that raises their brand awareness and identity, deliver customized capabilities that are tailored to a specific business area or managed technology, or use CaseSentry as the platform to deploy profitable value-added remote operational support services for clients."

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

Internet Protocol (IP)	X
IP stands for Internet Protocol, a data-networking protocol developed throughout the 1980s. It is the established standard protocol for transmitting and receiving data in packets over the Internet. I...more

Automated Call Distribution (ACD)	X
A device used to distribute incoming calls to specific sets of users based on pre-determined criteria....more

(source: http://news.tmcnet.com/news/2006/11/02/2032714.htm)