ShoreTel Unified Communications Platform
ShoreTel is the provider of brilliantly simple Unified Communications (UC) solutions based on its award-winning IP business phone system. ShoreTel delivers an award-winning UC system that is purpose-built for IP, and designed to be as easy to manage and scale across sites and geographies as it is to deploy and use. The solution's open ecosystem and unique distributed architecture means it fits right in with existing infrastructure, and works seamlessly with business applications and processes. The ShoreTel UC Platform is the heart of every ShoreTel system, and the platform’s unique single image architecture sets it apart from other business communications providers.
While all ShoreTel components operate together as a single system, the system’s intelligence is distributed across all of these components. As a result, in the event of a WAN outage each site can function independently, and in the event of a hardware failure phones will register to a spare voice switch anywhere in the network so that not a single call is dropped.
ShoreTel Enterprise Contact Center
The ShoreTel Enterprise Contact Center solution is designed to help organizations respond to the consumer-driven market place with a communications platform that puts business intelligence right where it's needed. Optimizing the customer experience in an Internet world means arming customer support and sales agents with the tools they need to answer questions by phone, email, instant message (IM) or other methods. It also means ensuring the information they need to answer account questions and take advantage of upsell opportunities is right at their fingertips. By deploying ShoreTel Enterprise Contact Center, organizations quickly realize the benefits of a fully integrated business communications system. ShoreTel Enterprise Contact Center is a powerful call center solution that includes universal queuing and enterprise resource matching, and offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location. It also supports email, contacts, and outbound calling as service options. Voicemail and fax can also be routed to individual agents through emails.