ShoreTel Introduces Sky Portal’s Call Flow Editor
ShoreTel Introduces Sky Portal’s Call Flow Editor by UCStrategies Staff
ShoreTel, a provider of unified communications (UC) platforms, announces Call Flow Editor, a new feature added to the VoIP management application Sky Portal. All existing customers of ShoreTel Sky can use Call Flow Editor without extra charge.
ShoreTel’s Call Flow Editor is a graphical interface that allows clients to review and modify, in real time, call-flow rules with or without needing the help of ShoreTel Sky’s support team. The new feature is touted by the California-based company as easy to use. Call Flow Editor allows changes to be made on auto attendants, dial-by-name directories, profile settings, ring groups, and time-of-day routing.
An overview, as well as training videos, will be provided to customers. Moreover, a series of live web-based training that commenced on January 24 is also extended to ShoreTel customers.
Channelnomics’ Dave Courbanou noted the absence of information regarding ShoreTel’s interest to pursue an expansion of the Call Flow Editor into a form of “managed-service style tool” to aid UC providers in managing and minimizing issues for customers.
Even though the launch of Call Flow Editor may seem like a minor step, ShoreTel views the introduction of the feature as a vital dynamic to differentiate its enterprise-grade VoIP capabilities from those of its competitors.
Indirect sales of ShoreTel Sky are “light touch” for partners via a referral program. However, considering the growing competition as evidenced by the partner-lead solutions from Polycom and Avaya, it is likely that ShoreTel wants to smooth over its suite of solutions before unveiling a more across-the-board solution set to its community of partners.
“This is one of the most potent tools that we are able to make available to our customers in the ShoreTel Sky Portal,” said Dan Hoffman, president of Cloud Division at ShoreTel. “The uncomplicated, visual nature of the tool makes it simple for our business VoIP customers to understand and control the experience of their callers and provide exceptional customer support. Our operations and support teams have been using it for months to configure call flow for our customers and the results, in terms of time savings and customer satisfaction, have been remarkable.”
“We have a unique business model and needed a powerful solution,” said Anthony Gaeto, president of Web Direct Brands, a customer of ShoreTel Sky and beta tester of Call Flow Editor. “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.” (KOM) Link. Link. Link.