ShoreTel Sky Solutions for Retail
An outstanding customer experience in person, online or on the phone
As customers embrace new technologies and raise their expectations of service, retail is becoming more and more personal. Retailers have more channels to connect with customers available than ever before. Successful retailers will take advantages of new modes of communication, such as social media, but will also remember that person to person interaction, including telephone conversations are a core part of maintaining brand value and delighting customers.
ShoreTel Sky provides ideal solutions for retailers large and small. Our Contact Center solution is designed for retailers who want to provide outstanding service, while still maintaining staffing flexibility. Here are a few advantages to consider:
- Bundled: For years, IT departments have faced the unenviable challenge of integrating a “bolt-on” contact center application with the enterprise business phone solution. Your customers don’t make a distinction between calls to the contact center and calls to the store, so why should your technology? With ShoreTel Sky, businesses with contact centers don’t need to buy separate technology to meet their needs. It’s built into our service and that integration means fewer headaches for you and a more consistent calling experience for your customers.
- Overflow: Any ShoreTel Sky phone profile can have a contact center agent license added to it, even employees outside of a traditional contact center group. This means that any employee can become part of the same contact center queues to which contact center agents are assigned. Automatic overflowing during busy periods will reduce staff costs and improve customer service results. Wait times will be reduced and fewer calls will be abandoned.
- Integration: ShoreTel Sky Contact Center works with ShoreTel Sky Connect’s application integration to improve efficiency with “click-to-dial” functionality, while at the same time, improving service with inbound screen pops. Agents are able to provide personal service because they know not only who is calling, but why.