Contact centre application suite

Tuesday, 15 September, 2009



ShoreTel has released the Contact Center 5.1 application suite designed for high-performance and highly available inbound and outbound multimedia contact centres.

Contact Center includes support for seven additional languages and advanced reporting features that help improve customer service while reducing deployment and maintenance costs. The addition of more open interfaces to this release makes it easier for organisations to integrate custom applications that help streamline processes and provide business intelligence.

The Contact Center 5.1 features include: the addition of more open interfaces makes scripting easier and enabling real-time agent activity feeds so organisations can improve the user experience; built-in reporting includes new reports on extensive post-call activity; and reports can now be scheduled to be emailed - all without requiring third-party packages or database knowledge.

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