ShoreTel Enterprise 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.