The Melbourne Football Club (MFC), more popularly named ‘The Demons,’ is a foundation member of the Australian Football League (AFL) and its predecessor competition, the Victorian Football League. The club boasts 35,000 diehard members supported by 150 employees working from a CBD office and sites at the Melbourne Cricket Ground (MCG) and AAMI Park. A [...]

A recent customer request resulted in our Professional Services group developing a Contact Center (CC) Group Alert Service. This case is a good illustration of building a new application leveraging an existing ShoreTel Contact Center feature. The customer wanted their Contact Center agents to know whether calls were in queue or not. They wanted them [...]

It has been asked “Can you do a post call survey in ECC?” The answer is “yup” and here’s how: This script is built with the ever-flexible IVR Applications Markers in ECC scripting. The idea is to create Application Markers that are named as your survey questions, that’s the whole trick.

A few months ago I passed the two-year threshold of my time here at ShoreTel. It has been a fast paced two years with lots of changes, particularly when it comes to our Contact Center solution. ECC (Enterprise Contact Center) has grown up massively from where it was just two years ago. We’ve issued two [...]

Often times I get asked what the maximum number of groups are supported per agent within ShoreTel Contact Center. “The Customer has 300 products, and they want reporting for each product, so we need 300 groups…right?”  Sometimes the prospect only has 30 agents, and the agents do only two tasks, sales and support. Wow! Configuring [...]

One of the most common questions we at ShoreTel get asked about Contact Center is how to successfully demonstrate the product. Enterprise Contact Center (ECC) is still “Brilliantly Simple” and very feature rich. And if you know how to have the conversation and show the various parts of ECC, success will happen.

A common question received by the Contact Center team here at ShoreTel goes something along the lines of, “How can I view the Agent Manager on my iPad?” The Agent Manager – or Real-Time Reports as customers commonly refer it to – is a Windows based solution that is built into ShoreTel Enterprise Contact Center. [...]

As I pack up and prepare to head back to Dallas from Enterprise Connect in Orlando, I could not help but think of all the great things that this event means for ShoreTel and more specifically our Contact Center product and team. Over the course of the last three days I’ve talked to countless partners, [...]

The Pacific Business Centers group of companies offers a wide range of on-demand offices in a shared infrastructure environment. Clients have access to furnished offices, conference rooms, ShoreTel VoIP telephony, unified messaging, answering services, IT support, admin support, bookkeeping services, HD video conferencing, and online legal library under a pay-per-use hosted model PBC refers to [...]

One of the most powerful features of ShoreTel Enterprise Contact Center (ECC) is the built-in Progressive Dialer – giving ECC customers the ability to create and manage outbound dialing campaigns, targeted at customers or prospects. This powerful feature is included as part of the ECC solution and only requires outbound licenses to utilize. In other [...]