Working together, ShoreTel reseller, TOTLCOM, Inc. and ShoreTel provided Century 21 M&M and Associates with an integrated suite of applications on the distributed ShoreTel IP telephony system, including ShoreGear voice switches and ShorePhone IP phones.

Challenge

Century 21 M&M and Associates was faced with a hosted VoIP solution that was unstable and underperforming. In addition, the real estate agency wanted an in-house solution that would help it establish a call center to process leads more efficiently and improve its lead-tosale conversion ratio.

Solution

ShoreTel provided the real estate organization its Contact Center solution, an integrated suite of applications on the distributed ShoreTel IP telephony system, including ShoreGear voice switches and ShorePhone IP phones. Enterprise Contact Center is used to ensure callers reach people—not voice mail—thereby vastly improving Century 21 M&M and Associates’ customer service.

Benefits

  • Century 21 M&M and Associates has saved in management costs as well as personnel costs because the system is easy to administer and Contact Center has enabled the organization to improve the productivity of its call center agents.
  • ShoreTel Contact Center provides call center agents with in-depth caller information to help them provide exceptional customer service.
  • ShoreTel Contact Center helps Century 21 M&M and Associates process leads more efficiently and improves its lead-to-sale conversion ratio.
  • The ShoreTel phone system and Contact Center have enabled Century 21 M&M and Associates to centralize its call center and distribute calls centrally. This new approach is more efficient and helps the organization shorten the sales cycle and attract and retain quality real estate agents.

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