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Integrated Applications “a la carte” – An economical way to selectively enhance ShoreTel Workgroups

By: Maura Higgins, Director, Professional Services

Many ShoreTel customers operate informal call centers based on ShoreTel Workgroups.

Workgroups are very easy to manage and often completely satisfy all communications and management needs in such environments. At the other end of the spectrum are businesses with sophisticated functional requirements including skills-based routing, advanced reporting and advanced supervisor tools for which the ShoreTel Contact Center is a great option.

Between these two extremes are “a la carte” software applications that can be selectively and incrementally applied to enhance ShoreTel Workgroup capabilities in a way that is targeted to specific needs.  Following is a brief enumeration of these offerings:

  • For those customers whose automated phone based interaction needs exceed the capabilities of ShoreTel’s built-in Auto Attendant: Targeted IVR Applications including Caller Directed Router, Outbound Campaign IVR, Voice Forms IVR, and custom IVR solutions
  • For those customers who can benefit from broader historical and real-time reporting: Workgroup Monitor, Enhanced Historical Reports, Report Scheduler, and Custom Reports that they can build themselves based on published CDR schema or commission ShoreTel Professional Services (e.g.) to build on their behalves
  • For those customers who can benefit from native and easy to manage audio recording: ShoreTel Call Recorder
  • For those customers (probably most!) whose call centers are driven around sales or support related interactions with their clients – a whole variety of packaged and custom CRM Integration solutions.

You can stay abreast of ShoreTel’s continuously expanding advanced applications offerings via the Application Catalog.

 

2 Responses to “ Integrated Applications “a la carte” – An economical way to selectively enhance ShoreTel Workgroups ”

  1. anne lano , on February 16th, 2012 at 9:06 am Said:

    Need to know what I can do with workgroups and outbound dialing campaigns

  2. Maura Higgins , on March 23rd, 2012 at 1:31 pm Said:

    Thanks for your interest. The ShoreTel Outbound Campaign IVR Application is priced based on simultaneous outcall capacity (base 5 plus add-on bundles of 5.)

    If you are already a ShoreTel Reseller, please refer to our movie demo and partner site information: http://www.shoretel.com/products/outbound_campaign_ivr_demo.html and http://partners.shoretel.com/product_sales_tools/products/applications/ .

    You can configure the application yourself (by following our documentation) or we offer an option for remote support.

    Please watch for our new release with exciting new capabilities including text to speech support coming soon.

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