ShoreTel's New Contact Center Offering

19 Jul 2010

ShoreTel has recently released Contact Center 6, a new version of its call center software. This new software makes for easy integration of contact center activities with exiting core business processes, and promises to help call centers improve responsiveness and flexibility.

Contact Center 6 comes with a real-time event feed that generates group, queue, and agent information through APIs, and introduces the ShoreTel Contact Center Agent Dashboard, a web-based application that provides call center managers with a consolidated view of their call center at any time. Furthermore, it comes with the new ShoreTel Contact Center Interaction Viewer, which allows supervisors to view all interactions, multimedia or otherwise, along with complete call details for organization.

ShoreTel Communicator is a fully-integrated desktop client for all users that eliminates the need for IT administrators to manage and train users on specialized clients. ShoreTel Contact Center 6 increases support for up to 1,000 concurrent agents and 2,000 total agents, making it valuable for enterprises and midsize organizations with large call centers. Along with an advanced redundancy feature to help effective deployment, its enhanced reporting makes it simple to track calls.

Nancy Jamison, President and Principal Analyst at Jamison Consulting, and UCStrategies expert commented, "With the addition of enhancements, such as the real-time event feed, agent dashboard, and greatly improved reporting, ShoreTel has taken a big step forward in remaining competitive with the company's contact center and UC peers. These additions are particularly important to customers who are trying to gain better understanding of the contact center's impact on business, while reducing the complexity of contact center operations."

ShoreTel Contact Center 6 is available as a free upgrade for customers with a ShoreTel support contract.

For more information, visit www.shoretel.com/products/.