The latest version of ShoreTel's UC and call center solution, Contact Center 6, sports greater scalability and an open application programming interface.
IP phone systems and unified communications specialist
ShoreTel announced the release of Contact Center 6, the latest version
of its call center software. New real time APIs and event feeds, as
well as increased scalability and high availability features are
highlights of the latest version of Contact Center, which is available
as a free upgrade for current customers with a ShoreTel support
contract, as part of ShoreTel's standard support service.
Contact Center 6 includes a new real-time event feed that
generates group, queue and agent information through an open
API (application programming interface). This helps systems integrators
and customers to create custom applications and integrate ShoreTel
Contact Center 6 with existing business applications. The API is
accessible to all system integrators and customers through the ShoreTel
Developers Network, the company said.
The software also includes the ShoreTel Contact Center Agent Dashboard,
a Web based application, which enables supervisors to publish
customized dashboards for agents. The dashboard, which can be deployed
for use on iPads and mobile devices, also provides call center managers
with a consolidated view of their call center while on the move.
ShoreTel also introduced a Contact Center Interaction Viewer that
allows supervisors to get an end-to-end view of all interactions,
including multimedia interactions. Complete call details, including
information collected in the IVR from database dips, are available for
organizations interested in creating deep analytics into their call
Communicator is an integrated unified desktop client for all users,
whether they are call center agents or front desk operators,
executives, managers or assistants. Users in a call center role can
answer calls, chat, and email while receiving detailed interaction
information on the unified client. Contact Center 6 increased support
for up to 1,000 concurrent agents and 2,000 total agents, while the
company said advanced redundancy features allow large call centers to
deploy their agents in multiple sites while increasing the reliability
and uptime of their centers.
"ShoreTel Contact Center 6 is a testament to the our focus on making
complex application brilliantly simple through massively open
interfaces, tight integration with the UC system and most importantly
applications that really make agents, supervisors and mobile managers
more informed and productive," said the company's vice president of
marketing, Kevin Gavin. With its open interface, increased scale, and
new applications, ShoreTel "Contact Center 6 makes it easier and more
cost effective than ever to integrate contact center operations with
core business processes for fingertip access to important caller
Nathan Eddy is Associate Editor, Midmarket, at eWEEK.com. Before joining eWEEK.com, Nate was a writer with ChannelWeb and he served as an editor at FierceMarkets. He is a graduate of the Medill School of Journalism at Northwestern University.