Contact Center

Built on the highly reliable voice capabilities of the ShoreTel IP phone system, brightstack's Contact Center solution easily connects internal and external customers to the right agent at the right time.

Our efficient and reliable system allows contact center agents to work anywhere — in one location, across multiple sites, or at home. The routing engine routes calls to the right agent based on specific criteria, such as need, status, service level, location, and wait-time. An integrated scripting engine provides a customized call experience and self-service automation.

When agents receive a new contact, they also receive key information about the caller that helps them to deliver the best customer experience. The agent's desktop application indicates exactly who is available at that moment for consultation, if expert advice is required.

Contact Center offers flexible solutions for a variety of businesses, from smaller, less formal environments to large organizations that require call centers with sophisticated routing and reporting options, multimedia, self-service and outbound campaign capabilities.

Ease

As easy to deploy and maintain as it is to use, ShoreTel’s Contact Center solution helps ensure that agents can handle calls with maximum efficiency. The same intuitive desktop interface that is used company wide as part of your IP phone system delivers IVR, routing, outbound, and media handling.

Reliability

The same architecture that makes ShoreTel behave as a unified platform also makes its voice services highly reliable. In the event of a WAN failure, the system continues to place and receive calls on the Public Switched Telephone Network (PSTN) without any disruption in communication.

Cost Effective

Reduced agent costs and greater levels of service delivery provide greater room to increase profits.

Support

Our support is second to none. brightstack maintains the highest level of ShoreTel certification – Orange Champion. We consistently score World Class in the customer satisfaction surveys conducted after every installation. brightstack uses our Managed Services approach to delivery consistent, cost-effective and highly-reliable support of each ShoreTel installation we perform.