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ShoreTel enhances enterprise contact center solution

Convergence & VoIP Alert By , Network World
February 11, 2013 09:13 AM ET
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VoIP, unified messaging, products and services

Network World - ShoreTel has enhanced its enterprise contact center solution with the release of ShoreTel Enterprise Contact Center 8. The changes are designed to help enterprises improve customers' communications by offering customers a greater freedom of choice in how and when they communicate. Agents can now more effectively handle emails, chats and calls, both inbound and outbound. Customers can also schedule callbacks so they can be contacted at a time that is convenient.

When we followed up on the announcement with Steve McElderry, ShoreTel's director for contact center product management, he noted that "consumers want more choices on how to connect with a business." McElderry added, "While we've had email and Web chat for quite some time, we've significantly enhanced the capability while keeping it simple for the enterprise deploying the solution, making it easier for the agent, the supervisor and the managers."

[ Q&A: One-on-one with ShoreTel CEO Peter Blackmore ]

ShoreTel Enterprise Contact Center release 8 also provides features like interaction reports and real-time reporting designed to give greater business insight on the customer experience, thus allowing businesses to continually fine tune customer interactions and provide more responsive service.

In a statement, Pejman Roshan, vice president product management, ShoreTel, said, "ShoreTel is being selected by more large enterprises than ever before, for which the multi-channel contact center is a key part of their evaluation for their overall communications strategy. We're realizing the significant investments we've made in channel programs and certifications, and integrated innovation partner solutions to bring a sophisticated yet brilliantly simple contact center solution to market. We will continue to focus on this strategic communication segment driven by the adoption of mobile users demanding multiple ways to communicate, and in parallel evolve our solutions to incorporate more unique hybrid cloud solutions over time."

Read more about voip & convergence in Network World's VoIP & Convergence section.

Steve Taylor is president of Distributed Networking Associates and publisher/editor-in-chief of Webtorials. Larry Hettick, an independent analyst and consultant, is a 30-year industry veteran. He has covered VoIP and UC at Network World for 12 years.

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