ShoreTel Connect Contact Centre is a powerful yet easy-to-use solution that enables you to build positive customer experiences
Grow Your Business
Route calls to the correct resources first time and never miss a customer call
Resolve issues quicker through the perfect integration of your business processes with multimedia capabilities, self-service, and intelligent call routing
Increase customer loyalty and retention by providing the personal touch and handling their queries efficiently
Real time dashboard & wallboard display
Visual and audible threshold alerts on critical conditions
Silent monitor, barge in, and coach features
Unified Agent Desktop client
Advanced reports of Contact Centre activity
Built in IVR for customer self-service
All companies and organisations have a ‘contact centre’, even if they do not think of it as that, as their primary customer interface. The ability for customers and suppliers to contact you quickly and efficiently is critical and, whether the person ‘manning’ the phones is the receptionist or a whole bank of employees whose only job it is to make or receive calls, you need an effective telephone system to cope with that.
Using ShoreTel’s IP telephony technology, your system can be set up to cope with either end of the spectrum and everything in between. The first point of contact can be one person or hundreds and can be based anywhere in the world but, whichever situation best describes your organisation, downtime is not an option. ShoreTel’s IP telephony and Contact Centre solutions have redundancy and virtualisation support built in. This, combined with the high availability and disaster recovery features, helps protect you from WAN and system failures.
In a less formal contact centre, the telephone system itself can be set up to offer a ‘contact centre lite’ environment with Groups which the system will search across until until it finds someone who is available to take a call.
In a large, dedicated contact centre environment, all the features such as PCI compliance, call recording and failover that you would usually expect are available as well as seamless integration with your existing databases such as CRM.
All ShoreTel contact centre solutions are highly resilient and easy to maintain.