TMCnet LOGIN
Webinars
Outbound Call Center Featured Article
Blue Nile Picks ShoreTel Contact Center Solution
In order to generate customer satisfaction, Blue Nile, an online retailer of certified diamonds and fine jewelry, has partnered with ShoreTel for a new contact center solution.
According to a press release, the ShoreTel (News 
- Alert) contact center solution will help Blue Nile bring customer satisfaction to romantics around the world, while driving higher sales. ShoreTel is a provider of simple IP phone systems with fully integrated unified communications.
ShoreTel Contact Center enables Blue Nile representatives achieve their service level goal of answering 80 percent of calls within 10 seconds. This business metric is crucial for a company that delights itself in ensuring a live agent answers every call as quickly as possible.
Blue Nile was the winner of the Bizrate.com Circle of Excellence Platinum Award for the best in online customer service every year since 2002. Recently, the company upgraded to ShoreTel Contact Center 6 to take advantage of the advanced skill-based routing and analytics that offer a superior customer experience.
John Baird, director of Corporate Communications, Blue Nile commented that the company puts good care and craftsmanship into every piece of jewelry, and every customer interaction must reflect the company’s commitment to excellence. Blue Nile wants to be sure that its agents have the finest quality tools available to help customers make this very important purchase, and ShoreTel Contact Center fully supports its goal of ensuring every call is answered by the most skilled representative.
To manage the increase in online traffic, Blue Nile has grown the number of representatives that work in their call center during holidays. The ShoreTel system enables the new representatives of the shop to work efficiently with minimal training.
Companies like Cisco, Siemens (News - Alert) and Nortel have given contact center proposals to Blue Nile, but the company selected ShoreTel because its feature-rich solution offered the lowest total cost of ownership.
Mandira Srivastava is a TMCnet contributor. She works as a full-time writer, ghostwriter and blogger, and has more than two years of experience in print and Web media. She has also worked on company brochures, website content and product descriptions, as well as proofreading and editing content. To read more of her articles, please visit her columnist page.
Edited by Tammy Wolf
