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iProphet Contact Centre Compete with ShoreTel Contact Center 6

By Michelle Livingston / In-House
July 21, 2010

iProphet Contact Centre solutions compete with ShoreTel’s Contact Center 6. Similar to ShorTel’s costly and proprietary solutions, iProphet is aggressively gaining market share by offering full fledged Contact Center solutions at a fraction of the cost. Specifically designed to better integrate contact center functions with a company’s existing main business processes, using real-time APIs and event feeds that better track, respond and prioritize the entire lifecycle of the customer call, from the time it hits the VoIP switch to when the communication is terminated
ShorTel’s Version 6’s enhancements revolve around three basic themes. First, opening up its interfaces to enable real-time event feeds that provide group, queue and agent information. This in turn allows system integrators and customers to develop their own applications and integrate their existing business applications, based on the company’s Developers Network. This comes at a steep cost compared to iProphet solutions which allows plug in’s already developed thus offering more options at a much lower cost basis, say Rik Holliday, Principal of Executive Telephony, Inc.
Secondly, iProphet now offers full system redundancy across a LAN/Wan. Mirrored systems can constantly be working together to offer the highest in QOS as the lowest possible cost structure.
Third and final, iProphet provides much greater transparency into the center’s activities. The Agent Dashboard provides customized dashboards for agents over any computer, including mobile devices; and the Interaction Viewer enables supervisors to view all customer/agent interactions, including iPhone app Softphone’s.

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