ShoreTel Contact Center Solutions

• Work Groups: A practical solution for small and medium, informal Automatic Call Distributor (ACD) groups, providing easy-to-use desktop tools, including queue and agent monitoring, and basic reporting.
• Enterprise Contact Center: ShoreTel’s most powerful call center solution, meeting the requirements of advanced multimedia contact centers. It includes universal queuing and enterprise resource matching. It also offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location. Enterprise Contact Center also supports e-mail and Web contacts, and outbound calling as service options.

ShoreTel Director

ShoreTel Director is a Web-based tool that provides a single management interface for all voice applications, across all locations.  Users can manage voice routing, voicemail, auto-attendant, and basic automated call distribution (ACD) capabilities for every site in the network. This eliminates the need for multiple management systems for different PBXs, sites, and basic applications.  Extremely easy to learn and use, ShoreTel Director helps to improve administrator productivity, lowers ownership costs, and reduces strain on IT resources.

ShoreTel Communicator

ShoreTel Communicator presents end-users a single interface to manage communications using their ShoreTel desk phone, computer, mobile phone, or home telephone. The application integrates with Microsoft Outlook, and provides visual voicemail, call notes, and routing information. Rich features enable on-site and remote users alike to see who is available, choose how best to reach them, and make and receive calls transparently as though they were at their desks. It also improves productivity by providing seamless remote access to voicemail, directories and address books, call history, and call-routing settings.

ShoreTel Voice Switches

ShoreTel Voice Switches are key building blocks of the ShoreTel Unified Communications (UC) system and deliver UC to organizations of every size —from large enterprises to small and medium businesses. Highly reliable and intelligent, these switches unify communications across multiple enterprise locations, supporting IP phones, analog devices, and a variety of trunk interfaces. ShoreTel Voice Switches manage ShoreTel IP Phones and analog lines, as well as PSTN and ITSP trunks.