Designed for easy operation

You want to spend your time managing your business, not your call center

  • Overflow—any employee can be added to contact center queues, and automatic overflowing during busy periods reduces staff costs and improves service
  • Advanced App Integration— amplify performance of Salesforce, MS Dynamics, NetSuite and other business process amps with click-to-call functionality, inbound screen pops, automated call notes, and enhancing metrics
  • Self-service—supervisors have direct web-based access to all administrative functions including live dashboards, reports and queue configuration
  • Flexibility—easy enough to use contact center functionality in untraditional ways, like treating your inside sales team like a virtual contact center

Key features for optimal performance

ShoreTel Sky Contact Center has all the features you need for call center efficiency and effectiveness

  • Call recording – purposeful call recording that includes agent evaluation forms that allow supervisors to track agent performance over time
  • Full ACD control – queues can be created on the fly and managers control every queue property
  • Prioritized skill routing – agents are added to queues with a priority that defines the order in which calls will be distributed; combine mulitple queue priorities and agent priorities to easily route calls to the right agent at the right time
  • Configurable hold – each queue can have different hold treatment, including music, announcements, estimated wait time and more

Real-time, actionable reporting

Improve service levels, adjust staffing, anticipate needs

  • Easy to understand dashboard with ACD activity now and the preceding 60 minutes
  • Quickly asses agent and queue status with color activity coding
  • Creating reports requires no special knowledge or training—they’re point and click simple to configure
  • Drill down into individual call detail can be exported to Excel for offline analysis