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ShoreTel Enterprise Contact Center is increasingly being used by large organizations who have a need to service more customers – these days in whatever channel the customer choses to use, whether it's voice, email, the web or a combination. As contact centers scale upward to address this need, they require more sophisticated tools to efficiently handle the traffic. Without such tools the only solution is to add more agents, which is not cost effective.
To meet the requirements of large customers, ShoreTel enhanced Enterprise Contact Center to maximize the number of interactions a contact center agent can efficiently handle. ShoreTel Enterprise Contact Center 9 uses advanced business logic to define how many and what type of interaction each individual agent can handle – allowing a business manager to tune their contact center for maximum performance without compromising customer satisfaction.
"Large enterprises in particular are looking for new ways to ensure the highest levels of customer care, and with this latest release, ShoreTel delivers greater support for multi-device, multi-channel interactions that will improve customer satisfaction while providing greater business insights at no additional cost," said
Pejman Roshan, vice president of product management at ShoreTel.
MonaVie manufactures and markets nutritional beverages and supplements and has been relying on ShoreTel Enterprise Contact Center since 2010. The company currently has 100 agents in three contact centers both in the US and
Asia. Each week agents manage more than 6,000 incoming calls and over 3,000 email inquiries from distributors ordering products.
"The integrated chat and email features in Enterprise Contact Center have significantly improved our productivity and reduced our costs," said
Bret Didier, manager of contact center operations at
MonaVie. "In particular, with the busy holiday season we're able to maintain a high level of customer care and satisfaction without adding staff. Advanced features such as screen pops that help instantly verify caller ID and other data have helped our agents trim up to 15 seconds per call, and with almost half a million calls per year this means huge cost savings. ShoreTel has been far and away the easiest system to deploy, the most cost-effective to maintain, and has really helped MonaVie manage growth with scalable, simple architecture and tools."
StepChange Debt Charity in the UK implemented ShoreTel Enterprise Contact Center technology for more than 600 agents in order to help manage the ups and downs of call activity. For example, when the charity is receiving an influx of incoming calls, managers can move staff to different queues using the simple ShoreTel interface to make sure customers are quickly connected to the right advisor.