Customer service level expectations are increasing along with the cost of hiring quality staff, utilities, rent and so on. In today’s multitasking fast paced world, our customers may wish to use diverse methods of communication to contact us; this dictates that we are capable of communicating across a range of media types with the customer.

The need to align the calling customer with the most appropriate human resource with access to pertinent data in the shortest possible period of time is essential; this will not only enhance the customer’s experience but also increase profitability and lower the overall cost of ownership.

Enter the ECC: built on the highly reliable voice capabilities of our unified communications system, the ShoreTel Contact Center solution efficiently connects internal and external customers to the right agent at the right time using Voice, Email or Web chat.

Demonstrable costs reductions and an improved customer experience will ensure the ECC becomes an essential asset to any organization tasked with providing consistent quality services to its client base.

The ECC is a proven solution for all types of enterprises: from smaller, less formal environments to larger organizations that require call centers with sophisticated routing and reporting options, multimedia, self-service and outbound campaign capabilities.

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• Learn about the ShoreTel Contact Center (PDF)

Complex Telephony problems? Find brilliantly simple solutions with ShoreTel.

Founded in 1998, ShoreTel approached the task with a clean design sheet and none of the preconceptions and baggage of the established industry manufacturers.

Their vision: to create a single image, distributed multi-site system with a simplistic management interface and robust, scalable, modular design.

Adhering to theses fundamental design principles has positioned ShoreTel as the leading national IP PBX manufacturer and logical choice for any small to larger enterprise business requiring a flexible and economical communications solution.

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Voice Switch- Hardware Reliability

Choosing to use a purpose voice switching appliance based upon solid state design, ShoreTel has set a new standard of dependability within the industry. Life expectancy of hardware is now 12-15 years as opposed to the industry  standard of 3-5 years.

Ranging in size from an SG30 that supports up to 30 users to an SG120 that supports up to 120 users, the ShoreTel family of switches can be arranged in a modular fashion or across a geographically-distributed footprint to accommodate businesses from 10-20,000 users.

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ShoreTel IP Phones

Setting the audio quality benchmark for numerous years with their BOSE full duplex speaker telephone, ShoreTel has paired a great architectural design with an equally impressive range of handsets.

Preconfigured and easy to deploy, the handsets are simple to use yet offer sophisticated functionality.

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User Applications

ShoreTel Communicator delivers unified communications (UC) in an intuitive interface. It features a full suite of versatile tools for managing real-time communications on computers or mobile phones and allows for seamless switching between voice, video, or IM as needed.

A pre-built integration of enterprise and CRM applications (such as Salesforce), calendar management and workflow raises the bar on customer interaction by delivering data where it’s needed most. ShoreTel Communicator can also integrate with third-party information and applications via a rich set of application programming interfaces (APIs).

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Smart Phone Integration – “ShoreTel Mobility”

ShoreTel RoamAnywhere Client delivers a single enterprise voice identity through its one number, one voicemail and one caller ID functionality that enables users to be reached anywhere through a single number, even when traveling overseas.

• Learn about business telephony smartphone integration