PCS Developer Bill Fraedrich was certified by ShoreTel on their Enterprise Contact Center (ECC) product. Designed for large call centers, ECC includes inbound call routing, outbound dialing campaigns, and Interactive Voice Response (IVR) systems.
“I’ve been working with ECC for about a year now, along with developing IVR systems.” Fraedrich said. “The system is extremely flexible and can treat inbound email and chat just like an inbound voice phone call.” He noted that ECC compares favorably with the PCS Web Portal product, which he also works with.
Fraedrich’ s focus is IVR scripting and integrating ECC to other systems via SQL-based database engines. He has spent a great deal of time in recent months utilizing the PCS SQL Server Link product to connect ECC to customer databases, credit card processing, and related third-party application.
He is also certified by Microsoft on their SQL Server 2012 relational database engine. He has been working with various databases for about 20 years. “I thought it might be about time to get official recognition from Microsoft for all that development.” commented Fraedrich
