A BUNDLED CALL CENTER IN THE CLOUD
ShoreTel Sky Contact Center Is Your All-In-One Solution
Wish your cloud phone system offered more features so you can serve your customers and manage call volume better? Know that you want hosted contact center solution? ShoreTel Sky Contact Center could be the right choice for you.
ShoreTel Sky Contact Center extends contact center functionality to your entire enterprise. Just like ShoreTel Sky, it’s managed by our IT professionals at our data centers, so you can rely on it worry-free, while mainaining local control over system call flow scripting and reports.
Designed for easy operation
- Overflow—any employee can be added to contact center queues, and automatic overflowing during busy periods reduces staff costs and improves service
- Advanced App Integration— amplify performance of Salesforce, MS Dynamics, NetSuite and other business process amps with click-to-call functionality, inbound screen pops, automated call notes, and enhancing metrics
- Self-service—supervisors have direct web-based access to all administrative functions including live dashboards, reports and queue configuration
- Flexibility—easy enough to use contact center functionality in untraditional ways, like treating your inside sales team like a virtual contact center
Key features for optimal performance
ShoreTel Sky Contact Center has all the features you need for call center efficiency and effectiveness
- Call recording – purposeful call recording that includes agent evaluation forms that allow supervisors to track agent performance over time
- Full ACD control – queues can be created on the fly and managers control every queue property
- Prioritized skill routing – agents are added to queues with a priority that defines the order in which calls will be distributed; combine mulitple queue priorities and agent priorities to easily route calls to the right agent at the right time
- Configurable hold – each queue can have different hold treatment, including music, announcements, estimated wait time and more
Real-time, actionable reporting
Improve service levels, adjust staffing, anticipate needs
- Easy to understand dashboard with ACD activity now and the preceding 60 minutes
- Quickly asses agent and queue status with color activity coding
- Creating reports requires no special knowledge or training—they’re point and click simple to configure
- Drill down into individual call detail can be exported to Excel for offline analysis
