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ShoreTel and Business Contact Centers

A powerful, easy-to-use solution to build positive customer experiences.

With easy-to-manage software with powerful administration and reporting, the ShoreTel Contact Center arms your customer support and sales agents with the tools they need to optimize your customer experience. Increase efficiency and reduce costs today. 

ShoreTel and Eastern DataComm’s Contact Center solution includes:

  • Advanced real-time dashboard
  • Supervision of agents-in-training by monitoring specific extensions and using silent monitor, barge-in and coach features
  • Comprehensive historical reports
  • Agent capabilities (agents interact with customers via features such as Web chat and email)
  • Call routing configuration to serve customers based on agent skills, caller identity, wait time, priority or service level
  • Customized agent screen pops and integration with CRM and ticketing applications
  • Outbound dialer
  • Sophisticated dial list management
  • SalesForce, NetSuite, Microsoft Dynamics, ACT!, Zendesk and desk.com integrations
  • Built-in Interactive Voice Response (IVR) engine and integrated reporting to customize interactions with callers
  • Remote worker functionality and seasonal scalability