Author : Steve McElderry

New Enterprise Contact Center 9 Software Now Available, Focused on Needs of Large Customers

By: Steve McElderry, Director Product Management, Contact Center

Today ShoreTel released a new version of ShoreTel Enterprise Contact Center with updates driven by the needs of large enterprise customers, including enhanced multi-channel support that improves agent productivity and operational efficiency. ShoreTel’s Enterprise Contact Center is increasingly being used by large organizations who have a need to service more customers – these days in […]

Call Center Week Highlights Customer Experience and Competitiveness

By: Steve McElderry, Director Product Management, Contact Center

As we close out Call Center Week 2013 in Las Vegas, I’d like to thank all the attendees ShoreTel had the opportunity to meet.  The week re-affirmed the importance of contact centers as the front door to an enterprise. One trend I observed in my conversations was an increased awareness of the importance of “Customer […]

Buzz Grows at Call Center Week, as Multi-Channel, Analytics and SIP Themes Gain Traction

By: Steve McElderry, Director Product Management, Contact Center

We’re blogging live from the show floor at Call Center Week 2013 in Las Vegas and having a lot of insightful conversations with customers and prospective customers.  One observation is that we’re seeing more CXO’s.  They say that increasingly the contact center is a profit center, not a cost center, and as a result, it […]

ShoreTel Enterprise Contact Center Extends Rich Set of Communication Features

By: Steve McElderry, Director Product Management, Contact Center

Contact Centers are the front line for maximizing customer satisfaction and often a critical requirement for most business communication solutions. ShoreTel’s Enterprise Contact Center delivers powerful functionality balanced with the need to offer compelling total cost of ownership. The ShoreTel contact center solution meets the needs of the complete range of enterprises from the basic […]

It’s Not Really A Contact “Center” Anymore

By: Steve McElderry, Director Product Management, Contact Center

Enterprises historically communicated with their customers through a centralized Automatic Call Distributor (ACD) tied to a Private Branch Exchange (PBX), with agents and supervisors wired and tethered directly to the PBX. The environment was truly a Contact “Center.” Two things have changed this – the emergence of Internet Protocol (IP) based architectures and the business […]

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