This announcement, says Shoretel, illustrates their commitment to the high-end contact centre market, as well as its ability to scale to meet the needs of its growing list of enterprise customers.
“We have accelerated our sales with our current contact centre portfolio, which we will continue to enhance,” said Steve Timmerman, vice president of marketing at ShoreTel. “As we have grown our position within the large enterprise market, we have experienced demand for more advanced contact centre applications. With Syntellect’s Customer Interaction Management solution and ShoreTel’s Pure IP Unified Communications system, we are able to offer these customers a large, distributed communications solution with the most sophisticated contact centre capabilities.”
By deploying Syntellect’s contact centre solution with ShoreTel’s Unified Communications system, customers can scale to thousands of agents, have the flexibility to locate their agents anywhere in their network, and develop speech-enabled, self-service solutions. The integrated solution delivers fully featured, multi-channel interaction management and includes support for voice, email, Web chat, fax and tasks in an IP contact centre solution that scales to meet the needs of the large, distributed enterprise.
“With ShoreTel’s products in our portfolio, Syntellect has expanded the solution capabilities it can offer its customers, and can now provide more of the total communications solution that customers are seeking. What started as an informal relationship with field-based opportunities has expanded to this formal relationship that allows both companies to leverage the power of the combined solution,” said Steve Dodenhoff, president of Syntellect. “We are extremely excited about the opportunities for both companies and have been very impressed with the ShoreTel team.”