ShoreTel updates unified comms
CRN.
The new products are ShoreTel 12, the next version of its main UC offering, and Contact Center 7, the update to its contact centre platform.
Key to ShoreTel 12 is how it incorporates audio-conferencing, Web conferencing, presence and XMPP-based instant messaging as part of its core architecture, says Kevin Gavin, ShoreTel's chief marketing officer.
ShoreTel Contact Center 7 introduces Personal Agent Queues, for customers to queue and route calls to specific agents based on completely customised criteria, reports Telecom Paper.
ShoreTel Enterprise Contact Center 7 supports administration features with redesigned Web-based management, enhanced reporting and diagnostic tools.
These features allow enterprises to improve customer service and available inbound or outbound multimedia call centre.
Web-Based ShoreTel Contact Centre Director Contact Centre 7 can be managed through an intuitive Web-based management interface that makes the administration and management brilliantly simple, according to Call Center Clinic.
Contact Centre Director makes it easy for administrators to manage access, search for records and copy configurations quickly.
Quick navigation links and bookmarking ability enable supervisors to manage their call centre any time from any device.
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