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July 20, 2010

Shoretel updates Contact Centre software

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by Jan Harris

ShoreTel, the leading provider of brilliantly simple IP phone systems with fully integrated unified communications (UC), today released ShoreTel Contact Centre 6, the latest version of its award-winning call centre software.

ShoreTel Contact Centre 6 makes it easier than ever for organizations to integrate contact centre activities with existing core business processes.

New real time APIs and event feeds transform the call centre into a dynamic contact centre that feeds off the information to self adjust, react and reorganize to enhance the customer experience.

This helps call centres improve responsiveness and improve flexibility. Increased scalability and high availability features also provide a robust foundation and flexible geographic footprint for large call centres.

As with all previous ShoreTel releases, ShoreTel Contact Centre 6 is available as a free upgrade for current customers with a ShoreTel support contract, as part of ShoreTel’s standard support service.

CONTACT CENTRE 6: SUMMARY OF NEW FEATURES

* ShoreTel Contact Centre 6 includes a new real-time event feed that generates group, queue and agent information through an open application programming interface (API). This makes it easy for systems integrators and customers to create custom applications and integrate ShoreTel Contact Centre 6 with existing business applications. The API is accessible to all system integrators and customers through the ShoreTel Developers Network.

* ShoreTel Contact Centre 6 introduces the ShoreTel Contact Centre Agent Dashboard, a Web based application which enables supervisors to publish customized dashboards for agents. The dashboard, which can be deployed for use on iPads and mobile devices, also provides call centre managers with a consolidated view of their call centre while on the move.

* ShoreTel also introduces a fast and efficient ShoreTel Contact Centre Interaction Viewer that allows supervisors to get an end-to-end view of all interactions, including multimedia interactions. Complete call details, including information collected in the IVR from database dips, are available for organizations interested in creating deep analytics into their call centre traffic.

* ShoreTel Communicator is a fully integrated unified desktop client for all users, whether they are call centre agents or front desk operators, executives, managers or assistants. Users in a call centre role can answer calls, chat, and email while receiving detailed interaction information right on this unified client. This completely eliminates the need for IT administrators to manage and train users on specialized clients for call centres.

* ShoreTel Contact Centre 6 increases support for up to 1,000 concurrent agents and 2,000 total agents, making it perfect for enterprises and midsized organizations with large call centres. Advanced redundancy features allow large call centres to effectively deploy their agents in multiple sites while increasing the reliability and uptime of their centres.

* Enhanced reporting, and dramatically fast report generation, now make it easy to track calls from the moment they hit the system until they are resolved or exit the contact centre.

Kevin Gavin, Vice President of Marketing, ShoreTel, said: “ShoreTel Contact Centre 6 is a testament to our focus on making complex applications brilliantly simple through massively open interfaces, tight integration with the UC system and most importantly applications that really make agents, supervisors and mobile managers more informed and productive.

“With its open interface, increased scale, and new applications, ShoreTel Contact Centre 6 makes it easier and more cost effective than ever to integrate contact centre operations with core business processes for fingertip access to important caller information.”

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