ShoreTel (NASDAQ: SHOR), a leading provider of communication solutions, is being used by Georgia Tourism to improve customer service and response times, the company said.
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.
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.
ShoreTel provides businesses worldwide with communication solutions that make interactions simple. Headquartered in Sunnyvale, Calif., ShoreTel has offices and partners worldwide.