ShoreTel, Inc. announced ShoreWare Contact Center 4.66, a suite of applications that can dramatically improve customer service while reducing the cost of deploying and maintaining a high-performance inbound or outbound multimedia call center. ShoreWare Enterprise Contact Center also enhances outbound capability by introducing preview dialing, which enables agents to view customer details before an outbound call is placed. This advanced preparation results in an enhanced customer experience.

    Basic pricing for the ShoreWare Contact Center 4.66 is approximately $500 per seat. Basic pricing for the Enterprise Contact Center is approximately $1500 per seat. ShoreWare Contact Center 4.66 supports more simultaneous agents while offering several new features that foster an enhanced customer experience, making it ideal for expanding mid-sized contact centers. Running on ShoreTel's distributed unified communications platform, ShoreWare Contact Center seamlessly integrates call center operation with core business processes, creating a more collaborative and productive enterprise.

    ShoreWare Contact Center allows businesses to create multi-site, virtual call centers that route callers to the most appropriate agent regardless of location. ShoreWare Contact Center and ShoreWare Enterprise Contact Center now support up to 300 simultaneous agents. The solution also offers low cost of entry for small contact centers, providing the assurance that these organizations can scale as needed using a single platform.

    Kevin Gavin, vice president of product marketing at ShoreTel noted that, "Contact centers are under continuing pressure to do more with less - to enhance the caller experience while simultaneously shortening call times. ShoreWare Contact Center solutions leverage ShoreTel's distributed architecture, flexible call handling and control, and sophisticated application integration to provide the platform and features that deliver the right call and the right information to the right agent anywhere in the world, faster than ever before."

    ShoreWare Contact Center solutions provide a range of applications satisfying the needs of all enterprises, from basic call center capabilities to sophisticated distributed multi media contact center capabilities. The solutions allows enterprises to route incoming contacts to the most appropriate agent in a multi-site contact center, regardless of location thus making a "virtual" contact center a reality. Sophisticated IVR and reporting applications along with advanced interfaces for business process integration allow ShoreWare Contact Center solutions to deliver sophisticated contact center capabilities at an extremely attractive cost of ownership.

ShoreWare Enterprise Contact Center:
    -  Graphical contact control scripts make it easier for businesses to design more sophisticated workflows for routing calls to the appropriate agent.
    -  Abandoned and scheduled callbacks enhance the customer experience by enabling contact center agents to automatically call back customers who have disconnected from the call center after waiting in a queue or who have requested a future callback so they don't have to continue waiting.
    -  IVR information screen pops now inform agents of specific customer information entered by customers using the IVR system, reducing interaction time and increasing agent productivity while providing a better customer experience.