Any customer using ShoreTel (Version 13 and higher) and Desk.com
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OVERVIEW
Cloud based UC tool embedded within Desk.com
Browser and desktop platform agnostic (Windows, Mac, Linux)
ShoreTel Call Control embedded within Desk – Answer, disconnect, transfer, conference, holdAutomatic association of cases with calls and case screen pop on call transfers
Call Recording Controls (Pause/Resume, Save/No Save) embedded within Softphone (for customers who have deployed ShoreTel Call Recorder)
Click-to-play call recordings automatically associated with Desk cases (for customers who have deployed ShoreTel Call Recorder)
ShoreTel Directory Integration with real-time telephony presence
Click to Dial from within Desk user or ticket records
ShoreTel Call Handling Mode control
Workgroup Agent status control
Last ‘n’ calls display for convenient reference and callback
BENEFITS
Improve Customer Service
Increase agent productivity and shorten response times
Rich, integrated communications from a single application
Powerful new tools to enable business process and employee performance reviews