ShoreTel Contact Center Is Your All-In-One Solution.
Have a multi-national call center that operates globally 24/7/365? Need a way to make your small start up appear as professional as the big guys? ShoreTel ECC is the contact center for you.
With IP telephony, multi-modal communications tools, robust reporting features and application integration built right in, ECC outshines the competition–and will make your team a star performer for your bottom line.
Multi-modal communications at your agents’ fingertips
Respond to the consumer-driven market place with a communications platform that puts business intelligence right where it’s needed.
Access calls, texts, CRM data, call history, reports and more
Includes universal queuing and enterprise resource matching
Offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location
Voicemail and fax can also be routed to individual agents through emails.
Increase efficiency, reduce costs
ShoreTel Enterprise Contact Center is designed to deliver a rapid return on investment
Agent screen pops with detailed customer information reduces interaction time
Unified desktop client shows the presence status of experts outside the call center
Advanced call routing ensures calls go to the right agents, reducing the service time per call
Real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize resources
Business Process Application Integration
You’ve invested in a CRM–now watch it really pay off
Quickly know not just who is calling, but why they’re calling
Track not just call volumes but outcomes
Salesforce, NetSuite, MS Dynamics, Symitar and more
Transfer the call and all customer history automatically
The ShoreTel outbound dialer provides a versatile solution to meet the needs of your preview and progressive campaigns.
Targeted campaigns with the flexibility to schedule them for different time zones or specific times of day or week
Manage your dial lists through any database that is ODBC compliant
Optimize your operations by blending inbound and outbound calls.
Agents can preview customer information through a screen pop so they are better prepared for the call