SUNNYVALE, Calif. – March 7, 2017 – ShoreTel® (NASDAQ: SHOR), a leading provider of communication solutions that make interactions simple, today announced that Georgia Tourism is relying on ShoreTel Summit™ to improve customer service and response times.
With an IVR (integrated voice response) application built on Summit, Georgia Tourism has the ability to roll overflow calls to alternate offices and receive voicemail-to-email notifications during and after visitor center hours. The customized Summit application has helped to reduce hold times and improve the experience for visitors.
Georgia Tourism oversees 12 visitor information centers across the state of Georgia. After adding locations, it became challenging for the staff to manage call volumes and effectively meet visitors’ needs. To deliver the level of service they desired, Georgia Tourism researched different IVR solutions and settled on ShoreTel Summit.
“We don’t have enough staff to answer all the calls so we needed a new system that could route calls to other visitor centers if one center was too busy to pick up,” said Ann Perry, visitor center manager. “Outside of office hours, we wanted voicemails sent via a transcribed email so staff would still be able to answer questions in a timely manner. We found this solution with Summit, which has improved wait times and streamlined our response efforts while delivering a consistent visitor experience. Visitors are always telling us how wonderful the customer call service is.”
With Summit’s advanced call routing, Georgia Tourism is able to answer visitors’ questions in-house, eliminating the need for a third-party call center and its associated costs. If Georgia Tourism experiences spikes in call volumes, Summit empowers them to make changes to their call routing in real time without any disruption to their business.
“With ShoreTel Summit, businesses of all types and sizes can create communications apps that enhance customer service and employee productivity,” said Mark Roberts, chief marketing officer at ShoreTel. “Summit brings together ShoreTel’s proven telephony expertise with developer-friendly tools, SMS and voice APIs, and built-in application hosting so it is fast, painless and cost-effective for companies to build highly scalable apps.”
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