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ShoreTel Intros Call Flow Editor for ShoreTel Sky Portal

January 30, 2013

By Anshu Shrivastava, TMCnet Contributor

ShoreTel (News - Alert) has announced the introduction of the Call Flow Editor feature for the ShoreTel Sky Portal, a Web-based voice over Internet protocol (VoIP) management application.

Dan Hoffman (News - Alert), president of Cloud Division considers it one of the most potent tools that the company is able to make available to its customers in the ShoreTel Sky Portal, at ShoreTel. He also said it’s the visual nature makes it simple for the company’s business VoIP customers to understand and control the experience of their callers and provide exceptional customer support.

The clients can review and edit call-flow rules with the help of this latest offering, a graphical interface. Moreover, phone administrators get to see a visual representation of the company’s call flow thanks to the Call Flow Editor feature.

Company officials said that the new feature eliminates the need of telecom expert or the need to have an understanding of advanced telecom terms. Administrators can now make modifications in call-flow, easily. In addition to auto attendants and ring groups, these changes can be made to time-of-day routing, dial-by-name directories and profile settings.

The company’s operations and support teams have been using it for months to configure call flow for customers and the results, in terms of time savings and customer satisfaction, it has been remarkable, Hoffman said.

“The Call Flow Editor has helped us tailor our phone system to our unique business model. The flexibility makes me believe that just about any business can enhance the customer experience while managing calls efficiently,” said Anthony Gaeto, president of Web Direct Brands, a ShoreTel Sky customer and beta tester of the Call Flow Editor

The feature is now available, without additional charge, to all current ShoreTel Sky customers.

ShoreTel is a provider of business communication solutions. The company offers simple unified communications platforms, applications and mobile UC solutions.

Recently, Tulip, a food producer, selected ShoreTel's UC platform.

Edited by Ashley Caputo

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