ShoreTel Adds Multichannel Support to Contact Center

Unified communications specialist ShoreTel has upgraded its contact center solution to support multichannel touch-points: call center agents can now more effectively handle e-mails, chats and calls, both inbound and outbound. Customers can also schedule callbacks so they can be contacted at a time that is convenient.

The ShoreTel Enterprise Contact Center 8, available via the company’s channel partners, is built to support a multi-device, multi-channel consumer who expects freedom of choice as to how and when they communicate. As a result, enterprises have moved from traditional voice-based interactions to a compound system that allows customers to contact companies via the method most convenient to them.

“ShoreTel is being selected by more large enterprises than ever before, for which the multi-channel contact center is a key part of their evaluation for their overall communications strategy,” said Pejman Roshan, vice president product management at ShoreTel. “We’re realizing the significant investments we’ve made in channel programs and certifications, and integrated innovation partner solutions to bring a sophisticated yet brilliantly simple contact center solution to market.”

In particular, the rise of enterprise mobility was an engine behind the new launch, he added. “We will continue to focus on this strategic communication segment driven by the adoption of mobile users demanding multiple ways to communicate, and in parallel evolve our solutions to incorporate more unique hybrid cloud solutions over time,” said Roshan.

Through features like interaction reports and real-time reporting, ShoreTel Enterprise Contact Center release 8 also provides more analytics on the customer experience than its previous iteration.

“Contact center investment will be a strategic focus for many organizations, as they want to empower their employees with tools, not only to provide improved customer experience but also to create an environment that allows them to generate more revenue,” said Ryan Tay, research manager for communications at IDC. “Contact centers are undergoing modernization and transformation. Multi-channel/platform solutions, mobile customer care applications, analytics, social media and cloud delivery will be in high demand and vendors that can provide compelling innovative solutions will be in a good position to lead the overall market.”

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