2013-12-12 15:31:00 - Enhanced multi-channel support improves agent productivity and operational efficiency
ShoreTel® (NASDAQ: SHOR), the leading provider of brilliantly simple phone systems and unified communications solutions, today released a new version of ShoreTel Enterprise Contact Centre with enhancements driven by the needs of large enterprise customers.
ShoreTel’s Enterprise Contact Centre is increasingly being used by large organisations that have a need to service more customers – these days in whatever channel the customer chooses to use, whether it is voice, email, the web or a combination. As contact centres scale upward to address this need, they require more sophisticated tools to efficiently handle the traffic. Without such tools, the only solution is to add more agents, which is not cost effective.
To meet the requirements of large customers, ShoreTel enhanced Enterprise Contact Centre
to maximise the number of interactions a contact centre agent can efficiently handle. ShoreTel Enterprise Contact Centre 9 uses advanced business logic to define how many and what type of interaction each individual agent can handle – allowing a business manager to tune their contact centre for maximum performance without compromising customer satisfaction.
“Large enterprises in particular are looking for new ways to ensure the highest levels of customer care, and with this latest release, ShoreTel delivers greater support for multi-device, multi-channel interactions that will improve customer satisfaction, whilst providing greater business insights at no additional cost,” said Pejman Roshan, Vice President of Product Management at ShoreTel.
MonaVie manufactures and markets nutritional beverages and supplements and has been relying on ShoreTel Enterprise Contact Center since 2010. The company currently has 100 agents in three contact centres both in the US and Asia. Each week agents manage more than 6,000 incoming calls and over 3,000 email inquiries from distributors ordering products.
“The integrated chat and email features in Enterprise Contact Centre have significantly improved our productivity and reduced our costs,” said Bret Didier, Manager of Contact Centre Operations at MonaVie. “In particular, with the busy holiday season we are able to maintain a high level of customer care and satisfaction without adding staff. Advanced features such as screen pops that help instantly verify caller ID and other data have helped our agents trim up to 15 seconds per call, and with almost half a million calls per year this means huge cost savings. ShoreTel has been far and away the easiest system to deploy, the most cost-effective to maintain, and has really helped MonaVie manage growth with scalable, simple architecture and tools.”
StepChange Debt Charity in the UK implemented ShoreTel’s Enterprise Contact Centre technology for more than 600 agents in order to help manage the ups and downs of call activity. For example, when the charity is receiving an influx of incoming calls, managers can move staff to different queues using the simple ShoreTel interface to make sure customers are quickly connected to the right advisor.
“Enterprise Contact Centre has helped to ensure that each inquiry is answered quickly and effectively, enabling our customers to reach a satisfying conclusion without the wait,” said Mike Gillard, Helpline Team Leader at StepChange. “The reporting system has also been incredibly helpful, as I can now use the data available to create reports that can be shared with my managers and can help me quickly make important decisions.”
Enterprise Contact Center 9 is now available from qualified ShoreTel reseller partners.
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About ShoreTel, Inc.
ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple IP phone systems and unified communications solutions. Its award-winning on-premises IP-PBX solution and cloud-based hosted phone system eliminate complexity and improve productivity. Recognized for its industry-leading customer experience and support, ShoreTel’s innovative business phones, application integration, collaboration tools, mobility, and contact center applications enable users to communicate and collaborate no matter the time, place or device, with minimal demand on IT resources. ShoreTel is headquartered in Sunnyvale, Calif., and has regional offices and partners worldwide. For more information, visit www.shoretel.com.
ShoreTel and the ShoreTel logo are trademarks or registered trademarks of ShoreTel, Inc. in the United States and/or other countries.