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 center traffic.
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 information.”