ShoreTel has announced the availability of ShoreTel Contact Center 7 which introduces Personal Agent Queues, a highly sophisticated yet simple way for customers to queue and route calls to specific agents based on completely customised criteria. Along with ShoreTel 11.1, ShoreTel says Contact Center 7 now puts a high-availability contact centre within reach of every customer, big or small.
ShoreTel Enterprise Contact Center 7 further strengthens the ease of use and powerful administration capabilities with redesigned Web-based management, enhanced reporting and new diagnostic tools. These features allow enterprises to dramatically improve customer service, while reducing the cost of deploying and maintaining a high-performance and highly available inbound or outbound multimedia call centre.
“In this era of social media where news spreads fast, enterprises strive to enhance their company’s brand perception through stellar customer service,” said Kevin Gavin, chief marketing officer at ShoreTel. “The call centre, with personal agent queues, is one of the first points of contact where enterprises can give their customers direct access to agents.”
“At QMACS we provide support services to hospitals and physicians to help them manage their practice better. One of the keys to our success is our call centre and the ShoreTel multimedia Enterprise Contact Center has enabled us to provide excellent customer service to our clients,” said Todd P. Stone, chief technology officer at QMACS Health Care Solutions. “We decided to do a field trial on Shoretel Enterprise Contact Center 7 and have had a great experience with this latest release. The slick management interface and diagnostic tools make the contact centre one of the easiest to manage. The personal agent queue, which is a really unique feature, will help us in routing calls within our call centre allowing us to fully utilise our resources and give callers a dedicated experience.”
Every agent can now answer a call while pushing an existing call into their personal queue with a single click. This can be used for routing higher priority calls or previously answered calls. Call centres can apply advanced logic to route calls to the personal agent queue, which can be done through scripting. Supervisors can also monitor all agent queue activity and generate reports that display how often a call had be re-queued by an agent.
Contact Center 7 can now be managed through an intuitive Web-based management interface that makes the administration and management brilliantly simple. Contact Center Director makes it easy for administrators to manage access, search for records and copy configurations quickly. Quick navigation links and bookmarking ability enable supervisors to manage their call centre any time from any device.
Contact Center 7 now supports multiple years of retention of statistical and interaction reports. This allows managers to create year-over-year trend reports while also meeting the requirements for longer archival. Other enhancements such as new real time outbound campaign report are also now available.
Contact Center 7 also introduces power diagnostic tools for contact centre super administrators and support staff. The diagnostic tools provide snapshots of how resources are being used in the system and shows snapshot of all the current calls and scheduled callbacks, which allows administrators to delete unwanted callbacks from the system and provides detailed views of the external database connections or any other customer systems.
“Affiliated Communications is a partner for ShoreTel, and we are proud to be designated as a Contact Center Practice Partner,” said Jona Sanford, engineering manager at Affiliated Communications. “We are very excited about the release of Contact Center 7, and have been really impressed with the new functionality and tools provided in this release. We feel that these will enable partners to better support their contact centre customers.”