Tag Archive for: ShoreTel ECC

Callback script comparison preview

Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!

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It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…
ShoreTel and Cisco comparison logos

Compare ShoreTel ECC and CISCO UCCX Contact Centers!

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As Contact Center implementation consultants we get to work with both ShoreTel ECC and CISCO UCCX.   The fact of the matter is they are both really excellent solutions and very similar in many respects.   Historically, ShoreTel has had a…
Text messaging keyboard

New ShoreTel ECC and CISCO UCCX feature - Text Messaging?

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We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now clearly, you have to be in a business that actually cares about customers, we don’t expect the IRS will be implementing…
DrVoIP smartphone menu preview

New ECC Feature - Smartphone based "Visual IVR"!

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Imagine that you go to a restaurant, ask for the menu and the waiter hands you a phone?   You lift the handset and hear "Thank you for coming to our Restaurant home of great food and fine dining.  For breakfast, please dial one; for Lunch…
Enabling Chat on your Website with ShoreTel ECC 7

Enabling Chat on your Website with ShoreTel ECC 7

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When someone is on your website, it is like they entered your store. Clearly, they have an interest in what you are about or they would not be there. It is at this moment that they are most receptive to learning about your product and services.…
What is new in ShoreTel Contact Center Version 7

What is new in ShoreTel Contact Center Version 7?

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ShoreTel Recently announced the availability of Version 7 of the Enterprise Contact Center.  It is not secret that I am a big fan of this product, so I was anxious to see what the new version had to offer.    The product has a number of…
What is new in ShoreTel Contact Center Version 7

Virtualize your ShoreTel Contact Center or ECC on ESXi?

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Running the ECC on a virtual server is “not a supported configuration”, but will it work?  Often we encounter installed base solutions that are pushing the support envelop with market driven customer requirements.  Windows 7 may not be…
What is new in ShoreTel Contact Center Version 7

Skills Based Routing in the ShoreTel Enterprise Contact Center!

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Assuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent.   It is important to note that the system will only use this criteria…
What is new in ShoreTel Contact Center Version 7

ShoreTel ECC – the powerful “change call profile” scripting tool!

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Call Profiles can be of two varieties in the ShoreTel Enterprise Contact Center. They are either System Mandatory or User definable. ( Actually, to be absolutely correct, we need to acknowledge that "Skill Sets" are another type of call profile,…
What is new in ShoreTel Contact Center Version 7

Why move the Auto Attendant into the Contact Center?

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Many Call Center applications have an Automated Attendant front end call tree.  Typically, you  might have an Automated Attendant that plays the familiar On-Hours recoding: “Thank you for calling our company, press 1 for technical support…
What is new in ShoreTel Contact Center Version 7

ShoreTel Enterprise Contact Center Call Routing based on Schedules!

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If you have been following our tech tips, you know that route points in the ShoreTel IPBX have a matching IRN in the Contact Center. If you want to route a call to a different destination based on the date and time that a call hits the Contact…
What is new in ShoreTel Contact Center Version 7

ShoreTel Enterprise Contact Center "Change Call Profile" icon

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How many people hit the Auto Attendant and then dialed one for Sales? One of the most requested reports from ShoreTel clients is the analysis of Automated Attendant key strokes. With in the ShoreTel iPBX there are probably several ways to implement…

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