ShoreTel says Contact Centre 6 makes it easier than ever for organisations to integrate contact centre activities with existing core business processes. New real time APIs and event feeds transform the call centre into a dynamic contact centre that feeds off the information to self adjust, react and reorganise to enhance the customer experience. This helps call centres improve responsiveness and improve flexibility. Increased scalability and high availability features also provide a robust foundation and flexible geographic footprint for large call centres.
As with all previous ShoreTel releases, ShoreTel Contact Centre 6 is available as a free upgrade for current customers with a ShoreTel support contract, as part of ShoreTel's standard support service.
ShoreTel Contact Centre 6 includes a new real-time event feed that generates group, queue and agent information through an open application programming interface (API). This makes it easy for systems integrators and customers to create custom applications and integrate ShoreTel Contact Centre 6 with existing business applications. The API is accessible to all system integrators and customers through the ShoreTel Developers Network.
Kevin Gavin, Vice President of Marketing, ShoreTel, "ShoreTel Contact Centre 6 is a testament to our focus on making complex applications brilliantly simple through massively open interfaces, tight integration with the UC system and most importantly applications that really make agents, supervisors and mobile managers more informed and productive. With its open interface, increased scale, and new applications, ShoreTel Contact Centre 6 makes it easier and more cost effective than ever to integrate contact centre operations with core business processes for fingertip access to important caller information."