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ShoreTel Announces the Release of ShoreTel Contact Center 5.1

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ShoreTel Announces the Release of ShoreTel Contact Center 5.1

September 01, 2009
By Susan J. Campbell
TMCnet Contributing Editor
IP phone system maker ShoreTel, which is participating in ITEXPO West in Los Angeles this week as an exhibitor, presenter and platinum sponsor, has released ShoreTel (News - Alert) Contact Center 5.1. This latest version of the company’s application suite is designed for high-performance and highly available inbound and outbound multimedia contact centers.

This latest release includes support for seven additional languages and advanced reporting features that can help to dramatically improve customer service while also reducing deployment and maintenance costs. With the addition of more open interfaces to this release, it should be easier for organizations to integrate custom applications that will streamline processes and provide business intelligence.

"ShoreTel continues to deliver the architecture, applications and services companies need to deploy and maintain end-to-end unified communications that give them a competitive advantage by improving customer service,” said Kevin Gavin (News - Alert), vice president of marketing, ShoreTel, which offers telephony systems with fully integrated Unified Communications (UC), in a release. “With Contact Center 5.1, we have made it easier for companies around the world to increase their productivity and satisfy their customers while spending less money."

ShoreTel Contact Center 5.1 is designed to be easy and cost-effective to deploy, maintain and use. Its all-in-one capabilities include multimedia, integrated interactive voice response (IVR), outbound functionality, integrated reporting, hot standby redundancy and an intuitive call flow builder.

"Our medically trained specialists are ready to handle calls 24/7 from residents throughout the state of Georgia, and ShoreTel Contact Center 5.1 helps ensure that waiting for advice is avoided as much as possible,” Dr. Robert J. Geller, medical director, Georgia Poison Control in Atlanta. “A unique advantage of the ShoreTel Contact Center solution is in its ability to integrate remote agents on the fly to help meet a surge in traffic.

“During public health panics like the recent peanut butter recall, our traffic more than tripled. ShoreTel lets us handle these kinds of spikes more easily since our poison specialists can login to the poison center and answer calls from home using their regular phone lines and respond quickly to concerned residents," added Geller.

TMC’s (News - Alert) Erik Linask recently took advantage of the opportunity to speak with ShoreTel CEO, John Combs (News - Alert), discussing the consistent flow of customer wins for the company, as well as an outlook on the overall market in general.

In July, the company was named Top-Rated Vendor for Enterprise Telecommunications Equipment in the VendorRate Q2 2009 Report. This report summarizes customer satisfaction ratings by technology professionals.

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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 Patrick Barnard
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