Enterprises today serve a new type of consumer that expects freedom of choice in how and when they communicate. As a result, enterprises have moved from traditional voice-based interactions to a compound system that allows customers to contact companies via the method most convenient to them. The enhanced release of ShoreTel Enterprise Contact Centre makes it easier for enterprises to meet the needs of today’s multi-device, multi-channel consumer by removing barriers and offering more avenues for communication. Agents can now more effectively handle emails, chats and calls, both inbound and outbound. Customers can also schedule callbacks so they can be contacted at a time that is convenient.
“ShoreTel is being selected by more large enterprises than ever before, for which the multi-channel contact centre is a key part of their evaluation for their overall communications strategy,” said Pejman Roshan, vice president product management, ShoreTel. “We’re realising the significant investments we’ve made in channel programs and certifications, and integrated innovation partner solutions to bring a sophisticated yet brilliantly simple contact centre solution to market. We will continue to focus on this strategic communication segment driven by the adoption of mobile users demanding multiple ways to communicate, and in parallel evolve our solutions to incorporate more unique hybrid cloud solutions over time.”
“Contact centre investment will be a strategic focus for many organisations, as they want to empower their employees with tools, not only to provide improved customer experience but also to create an environment that allows them to generate more revenue,” said Ryan Tay, research manager, communications, IDC. “Contact centres are undergoing modernisation and transformation. Multi-channel/platform solutions, mobile customer care applications, analytics, social media and cloud delivery will be in high demand and vendors that can provide compelling innovative solutions will be in a good position to lead the overall market.”
Through features like interaction reports and real-time reporting, ShoreTel Enterprise Contact Centre release 8 provides greater business insight on the customer experience, thus allowing businesses to continually fine tune customer interactions and provide more responsive service. The end result is both a satisfied customer and a productive business.
Todd Stone, chief technology officer, QMACS commented “Our business requires giving our customers a choice in how they want to communicate with us. We use ShoreTel Enterprise Contact Centre 8 to offer voice and email, as well as outbound voice calls for timely and efficient follow-up. We have the solution we need to effectively manage these channels, which assists in our mission to stay ahead of the ever changing trends while keeping the cost burden off of our partners’ shoulders.”