ShoreTel Contact Center solutions represent an evolutionary leap in customer service - a leap made possible by the convergence of voice and data into a single, unified medium.

Contact Center solutions build on the advanced technology of the ShoreTel platform to dramatically improve customer service while reducing the cost of starting and maintaining a top-notch call center. The Contact Center product addresses the needs of the more formalized center by including advanced real-time management and historical measurement tools. The contact center is for small- to medium-sized contact centers with an advanced need to analyze their performance and optimize their results.

The Contact Center Product provides:

• A real-time management tool that gives dedicated supervisors the information they need
• A comprehensive view of what agents are doing to provide assurances to supervisors that the right things are being done
• Supervisors with the information they need to be confident that they will always know and can report the current status of their operation
• Supervisors with various views of performance and statistical information on results so they know how the group is performing and what needs to be improved
• New tools to improve the supervisor communication with their agents so they can get the results they want

• Voice call routing - Allows you to route your incoming voice calls to agents
• Formal management - Provides an advanced real-time management tool and a historical reporting solution to allow contact center managers to optimize their implementation.
• Advanced reporting - Customizable templates allow you to pick the data you want to see and then schedule it to be automatically reported to you.
• Real time management - Gives you a comprehensive view of what is happening in the contact center right now and also enables you with tools to correct any problem when it is identified.
• Multiple music sources - Enables you to customize your callers' experience based on the type of service they are calling from so you don't cross your signals or send the wrong messages to different types of callers.
• Overflow & Interflow - Provides intelligent options to handling situations where callers are waiting too long by automatically applying additional resources to answering calls or by diverting callers to alternative service options.

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