Your Best Face Forward

ShoreTel Contact Center solutions represent an evolutionary leap in customer service – a leap made possible by the convergence of voice and data into a single, unified medium.

Contact Center solutions build on the advanced technology of the ShoreTel platform to dramatically improve customer service while reducing the cost of starting and maintaining a top-notch call center.

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:

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.