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