solutions for all enterprises
Gregg Contact Center/Call Center Solutions
Contact Center/Call Center solutions simplify your customer communications.
Gregg Call Center Installations
Customers expect higher levels of service than ever
In order to deliver the best service, multisite contact centers are now the norm. Built on the highly reliable voice capabilities of our unified communications system, the Contact center/call center solution easily connects internal and external customers to the right agent at the right time.
Improve customer experience and lower your costs
Gregg can help you transform your contact center/call center into a revenue center. We offer flexible call center solutions for all types of enterprises: 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.
Gregg Communications has installed over 800 call center solutions nationally. The expertise we bring to you is unmatched in the industry.
ShoreTel Connect Contact Center
ShoreTel Connect Contact Center is a powerful call center solution that includes universal queuing and enterprise resource matching, and offers optimized call routing by service level, skill matching, priority, customer identity, schedules and caller location. It also supports email and Web contacts, and outbound calling as service options. Voicemail and fax can also be routed to individual agents through emails.
Using web-based Agent and Supervisor tools, this solution integrates seamlessly into your environment. Agents are able to control multi-interaction conversations such as voice, email, and web chat - all from the same interface. They can easily view queue and group statistics to manage their activities and transactions without requiring supervisor intervention.
Supervisors have access to real-time monitoring with visual and audible threshold alerts for critical conditions, and are able to monitor whether agents are in a no-work mode (release) and see the code along with the duration of that state allowing them to closely monitor agent activity. They can track all media types: voice, email, chat, & outbound campaigns, through a single reporting interface. They also have access to a comprehensive & customizable list of historical reports for overall call center analysis.
The ShoreTel Connect Contact Center utilizes Release Codes, allowing supervisors to better report on how their agents are utilizing their time throughout the day. Both agents and supervisors are able to see their current state on the system at all times with color coded statuses.
The ShoreTel Connect Contact Center allows supervisors and administrators to create custom Wrap Up codes to better report on what types of calls are entering their call center.
Ready to get started?
Contact us today to see how Gregg can help you with your communication needs.
“Having grown over 85 years to one of the nation’s leading florists, we needed a state-of-the-art communications system. ShoreTel improved our handling of customer calls into the Contact Center, gave our distribution center and ten Chicago-area branches uniform station equipment for the varying needs of our users, and added far more features than our previous systems at a lower monthly cost.”