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For many organizations, the contact center is where the rubber meets the road. It often represents the first interaction customers have with the company, and the success or failure of that initial experience can set the stage for all subsequent interactions.

The nature of that experience has changed dramatically in recent years. While voice calls remain a primary means of contacting a company, customers in growing numbers want to do business by e-mail, chat, texting, and mobile and social applications. As a result, enterprises are moving from traditional voice-based interactions to a compound system that allows customers to contact companies via the method most convenient to them.

“Contact center investment will be a strategic focus for many organizations, as they want to empower their employees with tools, not only to provide improved customer experience but also to create an environment that allows them to generate more revenue,” said Ryan Tay, research manager, communications, IDC. “Contact centers are undergoing modernization and transformation. Multichannel/platform solutions, mobile customer care applications, analytics, social media and cloud delivery will be in high demand and vendors that can provide compelling innovative solutions will be in a good position to lead the overall market.”

ShoreTel is helping enterprises give customers the freedom to choose how and when they communicate through its release of ShoreTel Enterprise Contact Center 8. With enhancements to the email and chat channels within the contact center, the latest release extends the rich set of features enterprises use to communicate with customers and deliver quality service.

The enhanced release of ShoreTel Enterprise Contact Center makes it easier for enterprises to meet the needs of today’s multi-device, multichannel consumer by removing barriers and offering more avenues for communication. Agents can now more effectively handle emails, chats and calls, both inbound and outbound. Customers can also schedule callbacks so they can be contacted at a time that is convenient.

Through features like interaction reports and real-time reporting, ShoreTel Enterprise Contact Center release 8 provides greater business insight on the customer experience, thus allowing businesses to continually fine tune customer interactions and provide more responsive service. The end result is both a satisfied customer and a productive business.

“ShoreTel is being selected by more large enterprises than ever before, for which the multi-channel contact center is a key part of their evaluation for their overall communications strategy,” said Pejman Roshan, vice president product management, ShoreTel. “We’re realizing the significant investments we’ve made in channel programs and certifications, and integrated innovation partner solutions to bring a sophisticated yet brilliantly simple contact center solution to market. We will continue to focus on this strategic communication segment driven by the adoption of mobile users demanding multiple ways to communicate, and in parallel evolve our solutions to incorporate more unique hybrid cloud solutions over time.”

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