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February 05, 2013

ShoreTel Updates Enterprise Contact Center

With companies providing improved contact center services all the time, customers have come to expect very high standards of service from contact centers. Failure to do so will not only result in the company losing its customers, but it will also dent its reputation.

Helping contact centers to make use of modern technologies to communicate well with customers, ShoreTel (News - Alert) has released ShoreTel Enterprise Contact Center 8.

The new release includes various improvements to its E-mail and chat features. It now consists of some new features, such as interaction reports and real-time reporting. The company believes this new version allows users to improve customer interactions and understand their requirements better.

Customers need to be contacted on various devices these days and companies often struggle to do so. The new version of ShoreTel Enterprise Contact Center allows users to do this easily and allows agents to handle various modes of communication better. It also allows customers to schedule callbacks, which means they can set up a time they are comfortable with.

ShoreTel’s virtual contact center provides a unified desktop interface that can be used company-wide. This allows call centers to have single call resolution, as they can now handle voice, web chat, email, instant messaging and video, all at the same time.

“ShoreTel is being selected by more large enterprises than ever before, for which the multi-channel contact center is a key part of their evaluation for their overall communications strategy," said Pejman Roshan (News - Alert), vice president product management, ShoreTel. "We're realizing the significant investments we've made in channel programs and certifications, and integrated innovation partner solutions to bring a sophisticated yet brilliantly simple contact center solution to market.”

Recently, the company announced that it was looking to launch itself as a communications powerhouse. The company was recently highlighted in Synergy (News - Alert) Research’s market share summary report.

Edited by Ashley Caputo

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