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