Contact Centre – How We Can Help

Having delivered Contact Centre Solutions to a number of leading UK Organisations over the past 10 years, we have the knowledge and experience to ensure our Contact Centre Solutions meet the needs of businesses of all sizes.

Our Contact Centre Solutions are now all based on the ShoreTel Unified Communications Platform tightly integrated with the ShoreTel ECC (Enterprise Contact Centre) Solution.

As a contact centre provider, the ShoreTel virtual contact centre offers both agents and supervisors, regardless of location, powerful and consolidated capabilities through ShoreTel Communicator (formerly ShoreTel Call Manager), the unified, intuitive desktop interface used company-wide: IVR, intelligent routing, outbound, and media handling.
Because ShoreTel ECC integrates so seamlessly with existing CRM applications such as Salesforce and Microsoft Dynamics CRM, you get more out of your two most important assets – your people and your information.

Through complete unified communications integration, Call Centres can now achieve single call resolution with functionality that lets agents communicate both externally and internally effectively using voice, Web chat, email, Instant messaging and video. Agents and supervisors can also take advantage of the latest telecommuting features while still leveraging powerful dashboard, reporting and unified management capability.

There is no room in the client relationship for downtime. None. ShoreTel offers built-in disaster recovery capabilities to protect the call center from WAN and system failures. The distributed architecture incorporates a switch-based hardware platform with no single point of failure, so each switch and site functions as an independent call processor.

Call Centres can drastically improve their total cost of ownership by integrating their contact centres with the business applications they use, such as customer relationship management (CRM) and trouble ticketing application, to improve productivity and interruptions.

Our total cost of ownership (TCO) analysis tool can show you why ShoreTel offers the lowest for TCO in the industry. Over the long term, a ShoreTel Contact Centre solution helps reduce costs company-wide by streamlining business processes, putting critical information within reach, and eliminating both missed calls and the need for expensive third-party conference services.