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July 21, 2010

ShoreTel releases new version of call center software

Enables call centers to streamline business processes through open interfaces

By CBR Staff Writer

ShoreTel has released ShoreTel Contact Center 6, the latest version of its call center software that makes easy for organisations to integrate contact centre activities with existing core business processes.

According to ShoreTel, Contact Center 6 includes a real-time APIs and event feeds that transform the call center into a dynamic contact center that feeds off the information to self adjust, react and reorganise to enhance the customer experience.

Contact Center 6 features the ShoreTel Contact Center Agent Dashboard, a Web based application which enables supervisors to publish customised dashboards for agents; and it also introduces a fast and efficient ShoreTel Contact Center Interaction Viewer that allows supervisors to get an end-to-end view of all interactions, including multimedia interactions.

In addition, it also features a ShoreTel Communicator which is a fully integrated unified desktop client for all users, whether they are call center agents or front desk operators, executives, managers or assistants.

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