While previous versions of Enterprise Contact Centre already provide email, chat and call management features, the latest iteration of the solution significantly enhances its capabilities and provide agents more control in handling inbound and outbound communications, said Steve McElderry, ShoreTel director for contact centre product management.
He said the new product also offers customers greater freedom in choosing how and when to communicate with agents with new tools such as a callback scheduler that allows them to set the time it is most convenient for them to be contacted.
Other features include interaction reports and real-time reporting capabilities that provide business better insight on customer experience.
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