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
