ShoreTel Contact Center
Contact Center addresses the needs of inbound voice contact centers by including advanced routing, real-time management and historical measurement tools. Contact Center is for small-to-midsize contact centers with the need to analyze their performance and optimize results.
ShoreTel Contact Center Key Features
- Advanced call routing
- Route calls based on customer number, automatic number identification (ANI), or skill group order
- Real Time management
- A comprehensive view of current activity and tools for correcting identified problems.
- Advanced reporting
- Customizable templates and scheduling of relevant key performance indicators.
- In Queue Announcements
- Up to 20 in queue announcements with support for caller interactions while in queue to redirect their call to other destinations.
- Multiple music sources
- Customizable music-on-hold sources based on the type of service they are calling from/to
- Overflow and Interflow
- Automatically apply additional resources to calls waiting too long or divert callers to alternative service options.
- Outbound Dialing
- Caller requested scheduled call backs and abandoned call backs.
- Presentation of Customer Information
- Presentation of caller information (number) and collected information from the customer (such as account number, order number)
