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Hosted Cloud Contact Center

Enterprise-grade call center in the cloud

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Hosted Cloud Contact Center

Enterprise-grade call center in the cloud

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All-in-one contact center solution

Wish your cloud phone system offered more features so you can serve your customers and manage call volume better? Know that you want hosted contact center solution? ShoreTel Connect Contact Center could be the right choice for you.

ShoreTel Connect Contact Center extends contact center functionality to your entire enterprise. Just like ShoreTel Connect CLOUD, it’s managed by our IT professionals at our data centers, so you can rely on it worry-free, while maintaining local control over system call flow scripting and reports.


Advantages of a fully hosted Contact Center solution

Ease of operation
  • Overflow—any employee can be added to contact center queues, and automatic overflowing during busy periods reduces staff costs and improves service
  • Advanced App Integration— amplify performance of Salesforce, MS Dynamics, NetSuite and other business process amps with click-to-call functionality, inbound screen pops, automated call notes, and enhancing metrics
  • Self-service—supervisors have direct web-based access to all administrative functions including live dashboards, reports and queue configuration
  • Flexibility—easy enough to use contact center functionality in untraditional ways, like treating your inside sales team like a virtual contact center
Call center efficiency and effectiveness features
  • Call recording – purposeful call recording that includes agent evaluation forms that allow supervisors to track agent performance over time
  • Full ACD control – queues can be created on the fly and managers control every queue property
  • Prioritized skill routing – agents are added to queues with a priority that defines the order in which calls will be distributed; combine multiple queue priorities and agent priorities to easily route calls to the right agent at the right time
  • Configurable hold – each queue can have different hold treatment, including music, announcements, estimated wait time and more
Real-time reporting
  • Easy to understand dashboard with ACD activity now and the preceding 60 minutes
  • Quickly assess agent and queue status with color activity coding
  • Creating reports requires no special knowledge or training—they’re point and click simple to configure
  • Drill down into individual call detail can be exported to Excel for offline analysis