Operator Call Manager™ accelerates and enhances customer interactions, providing your enterprise with:

• High-touch customer service
  
• A higher standard of productivity
  
• Virtual operator capabilities
  
• Improved collaboration and information sharing

One of ShoreTel’s award-winning family of desktop applications, Operator Call Manager™ brings the power of IP telephony to the enterprise desktop — while setting a new standard for enterprise productivity.

Operator Call Manager™ gives your valuable intermediaries — corporate operators, executive administrators and departmental receptionists — a flexible tool for managing enterprise telephony while providing your callers with top-notch customer service.

High-touch customer service
The quality of customer service is directly related to the amount of prior knowledge you have about a caller — information that you can use to customize a response.

Operator Call Manager™ gives operators and executive assistants an unprecedented level of
knowledge about each caller and call, allowing them to connect callers more quickly while delivering a higher level of professional service.

Improved information flow starts before a call is answered — for each incoming call, Operator Call Manager™ displays a call-routing log tracking the caller’s experience within your telephone system.

If an operator wants to transfer a call elsewhere, he or she can use the presence information in the
Extension Monitor to see if an extension is available before passing the caller on to someone else.

Your customers will appreciate the faster service and improved interaction that Operator Call Manager™ delivers.

Raise the bar on productivity
With Operator Call Manager™, operators and executive assistants match callers to resources more quickly. Workers spend less handling calls, and more time filling customer needs.

Designed for high-volume call management and fast, accurate call transfers, Operator Call Manager™
augments the information it provides with access to dynamic, online directories. Knowledge workers can respond to customers in real time; routing calls to extensions, cell phones or even home phones with the highest level of confidence.

Whether you rely on live operators for call handling or for backing up an automated attendant,
Operator Call Manager™ makes it possible for you to manage multiple-site call response workload from a single location.

Liberate your workforce with a virtual operator
The distributed architecture underlying the ShoreTel phone system makes the virtual operator a reality
while liberating customers from the telephony “merry-goround” that results from poor information transfer.

Using Operator Call Manager™, an enterprise operator or executive assistant can manage call flow
from any location. Any designated person can function as a local site operator — even from another continent.

And with Office Anywhere feature, operators and assistants can even work from home answering and transferring calls just like they were in the office.

Traditional operator console solutions force operators to make “blind” connections with frustrated
customers who have already been forwarded through a series of extensions. They, in turn, are forced to transfer callers to extensions that are busy or unavailable.

Operator Call Manager™ gives your communications workers the critical information thatthey can use to expertly manage both the call andand the caller’s experience.

Now you can match telephony positions to the best available resource, without limitations imposed by
local labor pools. And freed from telephony duties, valuable branch office personal can focus on
business-criticaltasks.

Collaboration equals success
The new enterprise relies on collaboration to accelerate business processes and improve customer
interaction. With Operator Call Manager™, executive assistants can quickly share information with executives and fellow knowledge workers — increasing their productivity and effectiveness.

Operators can also manage telephony for anyone else in the enterprise — performing call screening, call coverage, or even changing call handling modes.

In the multi-site enterprise, operators can quickly and transparently pass call-handling responsibilities
among each other. Unlike traditional, single-purpose installations where operators transfer workload by physically moving the hardware console to another desk, Operator Call Manager™ allows busy operators to share workload without leaving their stations.