Contact Centers

The traditional call center—rows of agents in headsets answering calls—is no longer the most cost effective way to communicate with your customers.

With ShoreTel Contact Center, you can give employees the ability to answer calls, emails, Instant Messages and texts anywhere they have an Internet connection. With a contact center, your employees can communicate with customers from multiple locations, across multiple time zones and even from home.

Key advantages of ShoreTel’s Contact Center solution

Convenience and Ease

As easy to deploy and maintain as it is to use, the premise-based ShoreTel Contact Center solution helps ensure that agents and supervisors can access a powerful and consolidated suite of capabilities. The same intuitive desktop interface that is used companywide as part of your IP phone system delivers IVR, routing, outbound, and media handling.

Absolute Reliability

The same architecture that makes ShoreTel behave as a unified platform also makes its call center services highly reliable. In the event of a WAN failure, the system continues to place and receive calls without any disruption in communication through local sites with PSTN connectivity. Agents and supervisors seamlessly failover to the warm standby contact center in case of any failures. And with virtualization support, ShoreTel’s Contact Center can integrate into a broad array of deployment environments.

Return on Investment (ROI)

Our TCO is among the lowest in the industry. Many customers tell us that their new on-premise ShoreTel system pays for itself within a year. Reduced agent costs and greater levels of service delivery have the power to transform your contact center into a revenue center. We offer a system with full multimedia and outbound capabilities that can be enabled at any time without expensive upgrades or new hardware.

The Support You Need

You can count on ShoreTel’s open interfaces to effortlessly integrate with your business processes to improve the customer experience and help boost agent productivity. Both independent surveys and carefully monitored feedback from customers confirm ShoreTel’s focus on customer satisfaction continues to set the industry standard.

Don’t let location hamper your ability to manage customer relationships. Whether you are a large Call Center processing thousands of calls per hour or a small business looking for a better way to manage help desk calls, CRI can build you a more efficient and cost-effective contact center.

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