ShoreTel Announces Integration of CRM Applications with Deployments of ShoreTel Connect ONSITE and Connect CLOUD
Aug 28 15
ShoreTel, Inc. has announced the integration of CRM applications with deployments of ShoreTel Connect ONSITE and ShoreTel Connect CLOUD. For the ShoreTel Connect roll-out, ShoreTel focused on bringing CRM integrations to the combined onsite and cloud platform, creating feature parity for customers no matter which deployment model they elect to deploy. These CRM integrations bring capabilities such as embedded call control, screen pops, click-to-call, and call activity record correlation with business data. ShoreTel offers a portfolio of software applications that integrate the business applications with a company's communications platform, delivering on the promise of unified communications by increasing return on investment of both the ShoreTel UC system and a customer's existing business applications. By tying organizational communications into core business processes and workflows, these innovative solutions help to increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction - all while providing faster access to a company's business data. ShoreTel advanced applications extend core contact center, workgroup, UC, and CRM capabilities, and powerfully combine to streamline workflows and analytics across multiple business systems.
ShoreTel Launches New Contact Center Solution to Maximize Agent Productivity for All Sized Businesses
Aug 18 15
As part of the roll-out of ShoreTel Connect™, ShoreTel® introduced ShoreTel Connect Contact Center™, a robust solution scalable to 1,000 users for both ShoreTel Connect CLOUD™ and ShoreTel Connect ONSITE™. Built on the foundation of ShoreTel's Enterprise Contact Center, ShoreTel Connect Contact Center extends the power of multi-channel routing and deep reporting to ShoreTel Connect CLOUD, and delivers a sleek new agent interface for all customers. ShoreTel Connect Contact Center capabilities include: Multiple interaction channels including inbound and outbound voice (with the ability to incorporate campaign dialing and automated call backs from queue), web chat, web call back requests, and email routing. Optimizing the customer experience in today's "always on" world means arming customer support and sales agents with the tools they need to handle inquiries quickly and easily through the customer's channel of choice; The simple and clean new browser-based interface, called ShoreTel Connect Agent Interaction Center™, combines easy management of multiple contact channels, deep contextual transaction information, agent and service KPI information, supervisor/agent interactions, web chat, and agent controls within a single pane. The interface helps to improve first call resolution and overall agent utilization; Support for up to 1,000 concurrent agent logins for both cloud and onsite deployments; Powerful real-time and historical reporting, including advanced statistics of call center activity, detailed agent activity and call-by-call details on outbound calls; Enhanced customer self-service capabilities with fully customizable interactive voice response (IVR) scripting in an easy to use, graphical flow creation tool; Deep integrations to workforce optimization and CRM solutions including support for real-time adherence; These integrations help increase employee productivity, shorten response times, encourage collaboration, and improve customer satisfaction.
ShoreTel Rolls Out ShoreTel Connect, Common Platform, User Experience for Cloud, Onsite and Hybrid Unified Communications
Aug 18 15
ShoreTel rolled out ShoreTel Connect™, a unique, single platform and user interface that provides business communications from the cloud, onsite or a hybrid combination of both. ShoreTel Connect changes how companies communicate with a unique new collaboration experience that unites groups and adapts to individual preferences. With ShoreTel Connect, businesses gain flexibility and customer insights and increase their ability to collaborate with employees inside as well as partners and customers outside the company – all while lowering IT operating costs. Unlike other communications vendors that work either in the cloud or onsite and put the onus on companies to choose how to best deploy and integrate disparate platforms, ShoreTel Connect is designed to simplify the way IT deploys, manages, scales, and secures phone systems. As a single platform and user interface, ShoreTel Connect can be configured multiple ways for the cloud, onsite and mixed or hybrid options to fit with individual company growth and business models; ensuring that what companies select will grow with them as their needs change in the future. The new ShoreTel Connect client is intuitive and forgiving, setting a new standard for a natural, collaborative user experience and placing enterprise communications on-par with personal communications. ShoreTel Connect saves time, taking impediments out of the way so people can focus on relationships, getting their ideas heard, and growing the business. The ShoreTel Connect client app makes collaboration simple and consistent across various deployment types. With one click, users can easily escalate a conversation from an IM to a call, to an online meeting, and then to a web desktop share and video. Browser-based, the app allows seamless collaboration among internal teams, while also enabling external users to engage and collaborate in the same experience without the need for plug-ins, multiple application windows, passwords or complex set-up. ShoreTel Connect includes many new features with capabilities that include: Personalized call handling and call routing for both office and mobile devices. Advanced collaboration tools including instant messaging, audio and web conferencing, point-to-point video and desktop sharing. Seamless feature integration and collaboration apps for smartphone, tablet and wearable devices. Richly featured integrations with CRM systems including Salesforce®, Zendesk®, Microsoft Dynamics® CRM, Desk.com™ and NetSuite®. Many specialized apps like voicemail to text, emergency notification, integrated call recording, and enhanced paging. ShoreTel Connect is unique. One common platform and user experience that ShoreTel delivers as a service or as a product that the customer can choose to deploy in one of three ways: ShoreTel Connect ONSITE™ is an end-to-end UC solution that customers own, maintain and control. It includes IP PBX telephony services, ShoreTel desk phones, the ShoreTel Connect client app, mobility application, a collaboration suite, softphone functionality, browser-based administration portal, and more. ShoreTel Connect CLOUD™ is a fully hosted and managed end-to-end UCaaS solution. The platform includes IP PBX telephony services, ShoreTel desk phones, the ShoreTel Connect client app, mobility application, a collaboration suite, softphone functionality, browser-based administration portal, and more. ShoreTel Connect HYBRID™ enables onsite customers to have applications delivered through the cloud. Hybrid apps such as ShoreTel Fax and ShoreTel Scribe (voicemail transcription) are available now.