Contact Center
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- Shoretel Contact Center
ShoreTel 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 managementA 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)