ShoreWare Contact Center solutions provide a range of applications satisfying the needs of all enterprises, from basic call center capabilities to sophisticated distributed multi media contact center capabilities. The solutions allows enterprises to route incoming contacts to the most appropriate agent in a multi-site contact center, regardless of location thus making a "virtual" contact center a reality.

Workgroup

ShoreTel Workgroup's is an attractive entry level call center that is designed for informal groups looking to become more efficient in their operations. Tightly integrated with the ShoreTel phone system, workgroups provide a simple call center to customers at an extremely low total cost of ownership.

Key Features

• Voice call routing Allows the routing of incoming voice calls to agents.
• Simple management Provides desktop real-time tools, as well as historical views for better call center operation.
• Longest wait routing Callers are automatically delivered based on how long they have been waiting.
• Basic Annoucements Each caller can be queued and presented with multiple levels of menus, with options to continue holding or to exit to another destination.
• Scheduling Ability to schedule the direction of calls to one group during working hours and to a different destination during non-working hours.
• Basic integrated reports Provides a basic view of call center performance.

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.

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)

Enterprise Contact Center

Enterprise Contact Center provides advanced multi media contact center solutions for customers. Advanced routing and multiple service options allow customization of the caller experience and provide the tools to correctly deliver calls to the proper agents. Enterprise Contact Center includes all the capabilities of the Contact Center.

Key Features

• Multimedia routing Expands the services options from just voice to also supporting customer that want to communicate via e-mail or Web based chat.
• Specialized services Provides the needed tools to treat each caller appropriately, as well as make sure agents handle the calls they are most capably of handling.
• Advanced routing Delivers the appropriate call routing to customers as needed, including dialed number identification service, menu selection, automatic number identification, customer, time of day, calendar service level, priority and skills-based routing.
• IVR Script Engine Provides a flexible solution to service callers according their specific needs or importance to the company or to introduce basic self-service options that help reduce some agent resource requirements. The completely graphical scripting interface enables customer to easily create powerful routing rules to improve customer experience.
• Outbound Dialing Powerful Outbound capabilities in the system support preview and progressive dialing campaigns in addition to caller requested call backs and abandoned call backs.
• CRM integration Allows the enterprise to integrate call-routing decisions based on information in their customer database or to automate agent tasks with instant screen pops.