ShoreTel’s IP phone system delivers on the promises of unified communications by integrating voice, video, IM, and voicemail in one easy to use system with no single point of failure. Call control is distributed to intelligent gateways – called voice switches – and voice applications, including voicemail and automated attendant, run on standard server hardware from anywhere on your network. The result is a single-image system across all geographies, with complete feature transparency.
The full suite of ShoreTel products we specialise in are:
- IP Phone System
- IP Handsets
- Call Manager
- Voice Switches
- Contact Centre
- Customer Interact Management System
- Converged Conferencing
IP Phone System
ShoreTel’s IP phone system is a completely integrated unified communications system that is built from the ground up and designed to be the easiest to use, easiest to manage, full-featured IP phone system on the market today. Its distributed architecture is ideal for multi-site companies that span multiple locations because the ShoreTel IP phone system appears and behaves as a single, unified system.
Distributed Architecture
ShoreTel’s distributed architecture is ideal for multi-site companies that span multiple locations because voice switches and servers can be located anywhere on your IP network.
Centralised Management
ShoreTel’s Web-based management interface, ShoreWare Director, can manage and monitor all aspects of your system including IP phones, voice switches, voicemail, and auto-attendant.
Unified Messaging
Unfied Messaging allows access to voicemail and contacts out of the box with Microsoft® Outlook® integration. End users can also make use of their calendars to schedule conferences and control handling of incoming calls.
Mobility
Office Anywhere allows users to temporarily or permanently assign their extension to any office phone, home phone, or even mobile phone, while Mobile Call Manager allows users to place and receive calls and manage their voicemail directly from their mobile phone.
Seamless Integration
ShoreTel can also interface with other PBX and CRM systems with support for SIP, MGCP, legacy TDM, and integration with Salesforce.com, NetSuite, and Microsoft Dynamics CRM.
IP Handsets
ShoreTel offers a wide range of IP handsets to provide the right solution for each application – be it an executive, executive assistant, operator, ACD agent or supervisor, or general office user. ShoreTel phones provide end users the features and quality they demand, and are pre-configured to match the ShoreTel system to eliminate configuration issues during installation.
Call Manager
ShoreWare® Call Manager is an end-user application suite which offers your organisation a way to empower your users to communicate via video, voice or IM, streamlining business communications, improving communication accuracy and enhancing overall end user productivity.
Personal Call Manager
Personal Call Manager is the entry level application that enables end users to manage their calls, contacts and voicemail.
Professional Call Manager
Professional Call Manager is the enhanced end user application with support for one-on-one video calls, IM and integrated softphone.
Operator Call Manager
Operator Call Manager is the high-end application designed for operators and executive assistants with support for monitoring and managing any call or user on your network.
Mobile Call Manager
Mobile Call Manager is the mobile version of personal call manager with support for making and taking calls, managing and listening to voicemail and managing your call handling as if you were still in the office.
Voice Switches
ShoreGear voice switches are embedded plug-and-play appliances that manage ip phones, analog/digital trunks and route calls from device to device from anywhere on your network.
Contact Centre
Workgroups
ShoreTel’s entry level Contact Centre (Workgroups) is designed for smaller centres that are looking to become more efficient in their operations. With the workgroup product, you can:
- Basic call routing for consolidating your calls to one number
- Basic reporting to measure your call volume
- Real time agent visibility of call volume so they can better manage their time
- Supervisor monitoring of call volume, and average wait time
Contact Centre
ShoreTel’s Contact Centre Product addresses the needs of more formalised centres with advanced real time management and historical reporting and is designed for small to medium sized contact centres with an advanced need to analyse their performance and optimise their results. The Contact Centre product provides:
- A real time management tool that gives dedicated supervisors the information they need to manage a centre with consistent service delivery
- A comprehensive view of what agents are doing to provide assurances to supervisors that the right things are being done
- Supervisors with the information they need to be confident that they will always know and can report the current status of their operation
- Supervisors with various views of performance and statistical information on results so they know how the group is performing and what needs to be improved
- New tools to improve the supervisor communication with their agents so they can get the results they want
Enterprise Contact Centre
The Enterprise Contact Centre product provides an advanced solution for customers turning their contact centre into a strategic asset. With the Enterprise product, advanced routing and multiple service options let you customise the experience for callers and also give you the tools to make sure the right agent answers the right calls. The Enterprise Contact Centre provides:
- The ability to prioritise your callers so that better customers get answered first
- Tools to better optimise your resources by more specifically matching the customer with the right agent
- Skills based routing to ensure customers talk to the right agent. This means that agents receive customers for which they’re best equipped
- Functionality that eliminates agent costs via self service options for status request calls
- All the management benefits from the contact centre
Contact Centre
Contact Centre Features
Syntellect CIM
Syntellect’s Customer Interaction Management product provides high end contact centres the multimedia routing, universal queuing, tracking, and reporting for inbound and outbound calls. Multi-media and universal queuing supports interactions such as email, web chats, fax, and voicemail.
- Voice, fax, email, web-based customer interaction
- Multi-site configuration and failover
- Interoperability 3rd-party ERP/CRM systems
- Fully auditable logging of all activity
Converged Conferencing
ShoreTel’s Converged Conferencing delivers a next generation internal collaboration solution that pays for itself through the elimination of expensive audio and web conferencing services. An intuitive, easy to use interface brings audio conferencing, desktop/application sharing, instant messaging, virtual meeting rooms, online presentations and multimedia recording together in one solution.
- Audio conferencing
- Document sharing
- Application sharing
- Enterprise instant messaging
- One time, recurring, or reservation-less calls
- Integrated audio and visual recording
Contact us for more information and pricing.
