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ShoreTel Unveils ShoreTel Enterprise Contact Center 8

By Sujata Garud
TMCnet Contributor

ShoreTel (News - Alert) has recently released its ShoreTel Enterprise Contact Center 8 offering. It is filed with enhancements related to e-mail and chat channels within the contact center, allowing enterprises to meet the needs of today’s multi-device, multi-channel consumer by removing barriers and offering more avenues for communication.

When leveraging this solution, agents can now more effectively handle -mails, chats and calls, both inbound and outbound. Customers can also schedule callbacks so they can be contacted at a time that is convenient for them. The release even comes complete with features such as interaction reports and real-time reporting.

Pejman Roshan (News - Alert), vice president of Product Management at ShoreTel said in a statement, “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. 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. 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.”

Roberto Rosado, Senior Engineer at Vology added, “I would definitely recommend ShoreTel Enterprise Contact Center 8 to peers and friends. It keeps with the ShoreTel concept of being Brilliantly Simple with regard to installation, administration and management. The multimedia function enhancements and additions in Chat make the system more flexible and expand the coverage of your agents to your company’s web pages. The ‘cradle-to-grave’ reporting capabilities using Contact Center Interaction Reports allow you to track the complete experience of a caller and the reporting package empowers supervisors and decision makers with enough statistical data to make informed decisions for improved performance.”

In related company news, recently ShoreTel announced its participation in four upcoming 2013 investor conferences. Peter Blackmore (News - Alert), chief executive officer and Mike Healy, chief financial officer, presented at the Stifel Nicolaus Technology Conference 2013 in San Francisco, Calif. on February 7.