Easy to manage communications for Call Centres

ShoreTel’s solution designed specifically for call centres easily connects internal and external customers to the right agent at the right time.

As an all-in-one call centre solution, it provides complete multimedia and outbound capabilities. By leveraging ShoreTel’s unified communication solutions, call centre agents can work anywhere, in one location, across multiple sites or at home. The routing engine routes calls to the right agent based on specific criteria, such as need, status, service level, location and wait-time. An integrated powerful graphical scripting engine provides a customised call experience and self-service automation. When agents receive a new call, they also receive key information about the caller that helps them to deliver the best customer experience.

If expert advice is required, the agent’s desktop application indicates exactly who is available at that moment for consultation.

Supervisors have all the tools they need to view the centre’s historic and real-time performance, so they can manage with maximum efficiency.

For more information or a no obligation demonstration, please contact us