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ShoreWare Contact Center 5 Now Available from ShoreTel

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ShoreWare Contact Center 5 Now Available from ShoreTel

February 19, 2009
By Susan J. Campbell
TMCnet Contributing Editor
ShoreTel, a provider of Pure IP Unified Communications (News - Alert) (UC) solutions, has announced the release of ShoreWare Contact Center 5. This latest version of the company’s contact center application suite is designed to help organizations to dramatically improve customer service and sales workflows.

The release of the ShoreWare Contact Center 5 expands the range of contact center features for organizations of all sizes, from small retail outlets to large enterprises with high-performance and highly available inbound or outbound multimedia and multisite requirements.
By introducing key innovative functionality, ShoreWare Contact Center 5 is one of the easiest to use and administer. The solution is positioned as being ideal for organizations seeking to deploy a highly available, scalable, sophisticated contact center solution.
This latest solution offers such new features as increased capacity; hot-standby redundancy for disaster recovery; and new supervisory functions for managing agents and tracking customer service issues. A built-in outbound dialer also makes it an effective tool for improving productivity.

Kevin Gavin, vice president of marketing, ShoreTel (News - Alert) noted in a Thursday statement: "Tough economic times demand careful investment in technologies that reduce operating costs, help retain customers, and make people more productive.”

“ShoreWare Contact Center 5 provides comprehensive contact center and unified communications capabilities that dramatically increase productivity and enhance customer service.

And when it comes to reducing costs, our bundled capabilities, simplified management and ease of use lower the total cost of ownership and protect the investment for the long term. The ShoreWare Call Manager application also boosts agent productivity by integrating all UC applications in a single unified client," Gavin added.

New highlights of the ShoreWare Contact Center 5 solution include increases in agent productivity and responsiveness to enable superior customer service, technical support and sales program management; self-service capabilities; all-in-one solution with IVR; virtual contact center; and unified desktop applications.

ShoreWare Contact Center 5 also supports up to 600 simultaneous agents and 2,000 total configured agents; hot-standby redundancy; supervisor monitoring in Web chat sessions; intuitive graphical script builder; predefined standard reports; and Office Anywhere features for remote agents;
MonaVie is one company that has experienced the benefits of the ShoreWare Contact Center solution. Jake Larsen, Contact Center Manager, MonaVie shared in the Thursday statement: "MonaVie's contact center has grown quickly to about 150 concurrent agents that now use ShoreWare Contact Center as the gateway to our distributors, and we are excited about the new functionality in this latest release.
Since our agents are the lifeline to our vast network of independent distributors, it's essential that our contact center can scale to keep up with growth, and is up and running all the time. ShoreTel continues to deliver the features we need, such as rapid scalability and hot-standby redundancy, so our contact center agents can be responsive to these important people, Larsen added.

The contact center is nothing if not dynamic and vendors need to understand the environment in order to develop solutions that actually meet the everyday needs of the center. ShoreTel has done well to recognize the challenges of creating the successful center and is developing solutions that delivery value to the center. In doing so, ShoreTel will be able to continue to drive demand for its solutions, growing its share of the global market.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi
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