Solutions for all types of
Contact Centers
A contact center is a group of
people that work together to address customer concerns.
ShoreTel's products are designed to meet the needs of different
types of contact centers. Whether you are just introducing
service quality tools and starting to look at optimizing your
resources or your contact center is an integral part of your
business strategy, the different levels of ShoreTel products are
designed to meet your needs.
Types of Contact
Centers:
| |
Workgroup |
Contact |
Enterprise |
| Monitoring |
Basic Monitoring and Queue |
Advanced Monitoring and Historical Reports |
Advanced Monitoring and Historical Reports |
| Services |
- Basic
- Longest Idle Scheduled Based
|
- Intermediate (Adds)
- Group Order Overflow (1 Level)
- Interflow (Wait Time)
|
- Advanced (Adds)
- Skill Customer
- ANI Priority
- Database Outbound
- Multi-Media Overflows Interflow (Predictive)
|
| IVR Options |
|
|
- Menus
- Custom Music/Group
- Self Service Options
- Database interactions
|
| CRM Interactions |
|
|
- Screen Pop
- Caller ID
- Self Service Options
- CRM based routing
|
Early Stage – Groups that are
just starting to focus on how they meet the needed services with
the available resources.
-
Potentially are growing and
starting to question how many people are needed to really
meet the objective
-
Are currently having
customers call people individually for service and want to
migrate to a single number or are using a "hunt group"
-
Have realized they need more
information to better manage where they are going and the
investment they are making
-
Have increased their focus on
management but, potentially are still looking to one of the
agents to be the manager or organized more for
self-management
Early stage contact centers are a
perfect fit for the Workgroup product.
Optimizing Stage – Groups that
are currently using hunt groups or some contact center
technology but have realized they need to increase their
management focus.
-
Have a dedicated contact
center manager or supervisor that is tasked with improving
the service level, reducing costs or both.
-
Are growing but looking for
ways to better manage their growth and make sure people are
added at the right time to meet the desired service level.
-
Are starting to be assessed
on performance and statistical information that measures the
results of the group.
Optimizing stage contact centers
are a perfect fit for the Contact product.
Strategic Stage – Larger contact
centers that need to introduce specialization in the way they
handle different callers and in the types of agents they hire.
-
Have different types of
customers that need specific types or service or that must
be treated with different service levels
-
Have agents with multiple
capabilities AND has a desire to optimize who does what in
the contact center
-
Are interested in service
automation or agent automation to bring more efficiency to
the process of handling customer requests
Strategic stage contact centers
are a perfect fit for the Enterprise Contact Center product.
California
