Sunday, September 24, 2017
1-801-299-8484

The Contact Center product addresses the needs of the more formalized center by including enterprise resource matching of calls based on customer and agent profiles, advanced real-time management and historical measurement tools. Contact Center is for small- to medium-sized call / contact centers with an advanced need to analyze their performance and optimize their results.

shoretel_contact_center


The Contact Center Product provides:

• Enterprise resource matching based on customer and agent profiles

• A real-time management tool that gives dedicated supervisors the information they need to manage a center with consistent service delivery

• A comprehensive view of what agents are doing to provide assurances to supervisors that the right actions are being taken

• Supervisors with the information they need to be confident that they will always know and be able to report on the current status of their operation

• Supervisors with various views of performance and statistical information on results so they know how the group is performing and what improvements need to be made

• New tools to improve the supervisor-agent communication to ensure that customers are being well taken care of and the call center is delivering optimal results

Key Features:

Voice call routing

Allows you to efficiently route your incoming voice calls to agents anywhere in the enterprise or at home
Formal management

Provides an advanced real-time management tool and a historical reporting solution to allow contact center managers to optimize their implementation
Advanced reporting

Customizable templates allow you to pick the data you want to see and then schedule it to be automatically reported to you
Real time management

Gives you a comprehensive view of what is happening in the contact center right now and also arms you with tools to correct any problem when it is identified
Multiple music sources

Enables you to customize your callers’ experience based on the type of service they are calling for, so calls are handled and customers are satisfied quickly.

Overflow & Interflow

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