Many ShoreTel customers operate informal call centers based on ShoreTel Workgroups.

Workgroups are very easy to manage and often completely satisfy all communications and management needs in such environments. At the other end of the spectrum are businesses with sophisticated functional requirements including skills-based routing, advanced reporting and advanced supervisor tools for which the ShoreTel Contact Center is a great option.

Between these two extremes are “a la carte” software applications that can be selectively and incrementally applied to enhance ShoreTel Workgroup capabilities in a way that is targeted to specific needs.  Following is a brief enumeration of these offerings:

  • For those customers whose automated phone based interaction needs exceed the capabilities of ShoreTel’s built-in Auto Attendant: Targeted IVR Applications including Caller Directed Router, Outbound Campaign IVR, Voice Forms IVR, and custom IVR solutions
  • For those customers who can benefit from broader historical and real-time reporting: Workgroup Monitor, Enhanced Historical Reports, Report Scheduler, and Custom Reports that they can build themselves based on published CDR schema or commission ShoreTel Professional Services (e.g.) to build on their behalves
  • For those customers who can benefit from native and easy to manage audio recording: ShoreTel Call Recorder
  • For those customers (probably most!) whose call centers are driven around sales or support related interactions with their clients – a whole variety of packaged and custom CRM Integration solutions.

You can stay abreast of ShoreTel’s continuously expanding advanced applications offerings via the Application Catalog.

Digital transformation has become a top initiative for business and IT leaders. In today’s business world, sustainable market leadership is no longer based solely on which company has the best products or even the best people. Instead, organizations that are agile and can quickly adapt to rapidly evolving market trends will become market leaders.

Maura Higgins

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