-- NEW -- Support for up to 600 simultaneous agents and 2,000 total configured agents helps ensure businesses can scale to meet future needs. -- NEW -- Hot-standby redundancy helps ensure rapid disaster recovery and provides protection from wide area network (WAN) failures. -- NEW -- Supervisors can easily manage agents in a Web chat session with the ability to monitor, whisper, barge, and coach the session. This improves customer experience with rapid response to escalations, and provides training assistance. Supervisors also can send targeted, group- related, real-time information and messages using the enhanced Agentboard application. -- An intuitive, graphical script builder enables businesses to easily modify applications to meet changing business conditions, which helps ensure that the best agent responds to the caller's unique requirements. -- An integrated Interactive Voice Response (IVR) system enhances the customer experience, and provides more self-service features for callers. -- Predefined standard reports help drive down costs by providing the information supervisors and managers need for effective planning, without requiring them to build customized reports in external reporting packages. The open interface for detailed interaction information also supports advanced analytics, providing the business intelligence necessary to address customer complaints, or for agent training. -- Remote agents use the sophisticated Office Anywhere features of the ShoreTel UC system to ensure call quality and retain access to the system's enhanced productivity features. Organizations have greater flexibility to access labor pools in remote locations, and operate follow-the-sun call routing at a low cost.For a detailed description and full list of features for ShoreWare Contact Center 5, click here QUOTES Kevin Gavin, vice president of marketing, ShoreTel: "Tough economic times demand careful investment in technologies that reduce operating costs, help retain customers, and make people more productive. ShoreWare Contact Center 5 provides comprehensive contact center and unified communications capabilities that dramatically increase productivity and enhance customer service. And when it comes to reducing costs, our bundled capabilities, simplified management and ease of use lower the total cost of ownership and protect the investment for the long term. The ShoreWare Call Manager application also boosts agent productivity by integrating all UC applications in a single unified client." Jake Larsen, Contact Center Manager, MonaVie: "MonaVie's contact center has grown quickly to about 150 concurrent agents that now use ShoreWare Contact Center as the gateway to our distributors, and we are excited about the new functionality in this latest release. Since our agents are the lifeline to our vast network of independent distributors, it's essential that our contact center can scale to keep up with growth, and is up and running all the time. ShoreTel continues to deliver the features we need, such as rapid scalability and hot-standby redundancy, so our contact center agents can be responsive to these important people." RELATED LINKS & CONVERSATION -- ShoreTel Customer Success Stories -- ShoreTel blog -- ShoreTel awards About ShoreTel, Inc. ShoreTel, Inc., (
Contact Information: Press Contact: Rachel Shelton Eastwick Communications Tel: +650-480-4069 rshelton@eastwick.com