Contact Center

ShoreWare Contact Center
	Workgroups	Contact Center	Enterprise Contact Center	Syntellect CIM
Call Routing	DNIS	DNIS, ANI	DNIS, ANI, ODBC Lookup	DNIS, ANI, ODBC Lookup
Num. of Groups	128	256	256	Unlimited
Callback		Scheduled, Abandoned	Scheduled, Abandoned, Web, Campaign (List)	Scheduled, Abandoned, Web, Campaign (List), Agent Initiated
External Wall Board		X	X	X
Overflow	1-level / 1-group	1-level / multi-group	multi-level / multi-group	multi-level / multi-group
Email / Web Chat			X	X

Workgroups

ShoreTel's entry level Contact Center (Workgroups) is designed for smaller centers that are looking to become more efficient in their operations. With the workgroup product, you can:

Basic call routing for consolidating your calls to one number
Basic reporting to measure your call volume
Real-time agent visibility of call volume so they can better manage their time
Supervisor monitoring of call-volume, and average wait time

Contact Center

ShoreTel's Contact Center Product addresses the needs of more formalized centers with advanced real-time management and historical reporting, and is designed for small to medium sized contact centers with an advanced need to analyze their performance and optimize their results. The Contact Center product provides:

A real-time management tool that gives dedicated supervisors the information they need to manage a center with consistent service delivery
A comprehensive view of what agents are doing to provide assurances to supervisors that the right things are being done
Supervisors with the information they need to be confident that they will always know and can report the current status of their operation
Supervisors with various views of performance and statistical information on results so they know how the group is performing and what needs to be improved
New tools to improve the supervisor communication with their agents so they can get the results they want

Enterprise Contact Center

The enterprise contact center product provides an advanced solution for customers turning their contact center into a strategic asset. With the Enterprise product, advanced routing and multiple service options let you customize the experience for callers and also give you the tools to make sure the right agent answers the right calls. The Enterprise Contact Center provides:

The ability to prioritize your callers so that better customers get answered first
Tools to better optimize your resources by more specifically matching the customer with the right agent
Skills-based routing to ensure customers talk to the right agent. This means that agents receive customers for which they're best equipped
Functionality that eliminates agent costs via self-service options for status-request calls
All the management benefits from the contact center

Syntellect CIM

Syntellect's Customer Interaction Management product provides high end contact centers the multi-media routing, universal queuing, tracking, and reporting for inbound and outbound calls. Multi-media and universal queuing supports interactions such as e-mail, Web Chats, fax, and voicemail.

Voice, Fax, Email, Web-based customer interaction
Multi-site Configuration and failover
Interoperability 3rd-party ERP/CRM systems
Fully auditable logging of all activity

Download the Contact Center Datasheet [85K]