ShoreTel is seeing large multimedia contact centres increasingly choosing their Contact Centre solutions to help improve the customer experience, increase agent responsiveness, and achieve a rapid ROI. According to the vendor, driving the move to ShoreTel IP-based solutions is the ability for enterprises to easily deploy and integrate ShoreTel’s powerful multimedia call centre solution and best-in-class telephony platform across their entire organisation.
Michael Barbagallo, President and Principal Analyst of Shenandoah Analytics said, “In today’s economic climate, contact centres must be able to serve customers effectively and they need to provide that service with fewer resources. That means enabling contact centre agents to find the help they need when they need it and to manage the collaboration efficiently while at the same time keeping agent turnover low. ShoreTel’s Unified Desktop, distributive telephony platform and contact centre solutions provide necessary tools that allow agents to collaborate with each other and with experts both effectively and efficiently.”
The North West Ambulance Service is an NHS Trust established to provide the best possible ambulance and pre-hospital care service to more than seven million people in a 5,400 square mile area in North West England. The result of a merger of four ambulance services in 2006, the Trust was running nine different phone systems and eight separate contact centres until it turned to ShoreTel for centralised control and management of one highly reliable, single-image solution.
Ian McDonald, Telecommunications Manager, North West Ambulance Service, UK, “In a geographically challenged Trust such as NWAS, we need a highly available unified communications system with fully integrated, enterprise-level contact centre functionality to support our operational and service staff as they provide quality healthcare to all our patients. The ShoreTel Enterprise Contact Centre solution has helped us save money by consolidating communications on a single platform across all locations, so we can easily manage traffic and reroute calls if necessary-all while keeping a strong focus on patient care. Furthermore, we estimate that we will have saved approximately £100,000 by the end of the first year, and plan to leverage this highly successful investment as a back up to our emergency phone system.”
Kevin Gavin, vice president of marketing, ShoreTel commented, “ShoreTel Enterprise Contact Centre is rapidly becoming an integral part of organisations’ overall enterprise communications strategy, especially as more contact centres use teleworkers and remote sites to increase productivity, lower costs, go greener, and improve the customer experience. The ShoreTel distributed UC and contact centre platform provides the ideal solution for this growing trend, as it enables organisations to create highly productive, cost-effective virtual contact centres.”