IP PBX vendor ShoreTel has launched Contact Center 4.6 which introduces a universal queue, auto answer for inbound calls, release with reason codes and several other productivity enhancing features.
ShoreTel Contact Center is an integrated suite of contact center applications running on the ShoreTel distributed IP communications platform. The distributed IP platform allows agents to be located anywhere and enables administrators to manage the contact center from a single user interface. The design of ShoreTel’s distributed network architecture inherently provides contact centers with the flexibility to hire agents based on expertise – not locale – and in turn, to save on operational costs while maintaining a centralised contact center.
“Contact Center 4.6 extends ShoreTel’s leadership in providing the lowest total cost of ownership systems in the industry,” said Steve Timmerman, vice president of Marketing, ShoreTel. “ShoreTel’s approach makes it possible to efficiently manage distributed call centers to deliver the highest levels of customer satisfaction. Our Contact Center solutions allow customers to contact enterprises using the customer’s media of choice and to enable intelligent routing of contacts to agents regardless of location.”