SOURCE: ShoreTel


April 07, 2010 08:00 ET

Large Contact Centers Deploy ShoreTel's Unified Communications to Increase ROI and Agent Productivity

ShoreTel's Powerful Enterprise Contact Center Solution Is Easy to Manage and Integrate With Business Processes, Even Across Multiple Sites, and Offers Cost-Effective Virtual Contact Centers

SUNNYVALE, CA--(Marketwire - April 7, 2010) -  ShoreTel® (NASDAQ: SHOR), the leading provider of brilliantly simple IP phone systems with fully integrated UC, is seeing large multimedia contact centers increasingly choosing ShoreTel Contact Center solutions to help improve the customer experience, increase agent responsiveness, and achieve a rapid ROI. Driving the move to ShoreTel IP-based solutions is the ability for enterprises to easily deploy and integrate ShoreTel's powerful multimedia call center solution and best-in-class telephony platform across their entire organization.


  • Enterprise administrators can reduce support costs and lower TCO with a single solution that comprises contact center, desktop telephony client, phones and more, throughout the organization.
  • With ShoreTel's distributed telephony platform, organizations can route incoming contacts to the most appropriate agent, regardless of location.
  • Contact center agents can leverage the telephony presence of the entire user population on the system and across multiple sites to more quickly resolve customer issues.
  • Sophisticated reporting tools generate detailed custom reports for specific campaigns.
  • The ShoreTel Contact Center solution increases individual agent productivity and responsiveness, improving the customer experience and sales program management.
  • The ShoreTel Contact Center application suite offers a range of features to satisfy the needs of all organizations, from basic call center capabilities to sophisticated distributed multimedia contact center capabilities. All-in-one capabilities include:
    • Multimedia
    • Integrated interactive voice response (IVR)
    • Outbound functionality
    • Integrated reporting
    • Hot standby redundancy
    • Intuitive call flow builder


Michael Barbagallo, President and Principal Analyst of Shenandoah Analytics
"In today's economic climate, contact centers must be able to serve customers effectively and they need to provide that service with fewer resources. That means enabling contact center agents to find the help they need when they need it and to manage the collaboration efficiently while at the same time keeping agent turnover low. ShoreTel's Unified Desktop, distributive telephony platform and contact center solutions provide necessary tools that allow agents to collaborate with each other and with experts both effectively and efficiently."


Morristown Utility Systems, Morristown, Tennessee
Morristown Utility Systems (MUS) provides water, power and FiberNet broadband cable services to the City of Morristown, Tennessee. When MUS decided to move into the new business venture of providing fiber to the home, they turned to ShoreTel for a robust UC solution that included ShoreTel Enterprise Contact Center. Thanks to ShoreTel, MUS was able to scale communications quickly and keep up with the increased call volumes resulting from this successful venture -- all while improving the customer experience for new and existing customers.

Mike Fawbush, Information Systems Manager, Morristown Utility Systems
"Not only has ShoreTel given us a highly reliable communications platform that enables us to easily cope with city utility emergencies, such as power outages and floods without going down ourselves, but the real-time statistics produced by ShoreTel Enterprise Contact Center provide important insight into call traffic in real time. As a result, we can easily and quickly ramp up agents in the event of an emergency or other spike in traffic, such as the introduction of a new entertainment feature that might produce a lot of calls."

North West Ambulance Service, Bolton, UK
The North West Ambulance Service is an NHS Trust established to provide the best possible ambulance and pre-hospital care service to more than seven million people in a 5,400 square mile area in North West England. The result of a merger of four ambulance services in 2006, the Trust was running nine different phone systems and eight separate contact centers until it turned to ShoreTel for centralized control and management of one highly reliable, single-image solution.

Ian McDonald, Telecommunications Manager, North West Ambulance Service, UK
"In a geographically challenged Trust such as NWAS, we need a highly available unified communications system with fully integrated, enterprise-level contact centre functionality to support our operational and service staff as they provide quality healthcare to all our patients. The ShoreTel Enterprise Contact Centre solution has helped us save money by consolidating communications on a single platform across all locations, so we can easily manage traffic and reroute calls if necessary -- all while keeping a strong focus on patient care. Furthermore, we estimate that we will have saved approximately £100,000 by the end of the first year, and plan to leverage this highly successful investment as a back up to our emergency phone system."

MonaVie, Utah, USA
Since 2005, MonaVie has been developing and marketing scientifically formulated, premium quality nutritional products. The company's business model is based on person-to-person distribution, and with thousands of distributors around the world, communication is the lifeblood of the organization. MonaVie turned to ShoreTel for a complete solution that is easy to manage and cost-effectively support the company's rapid growth.

Jake Larsen, Contact Center Manager, MonaVie
"ShoreTel Enterprise Contact Center has allowed us to integrate several multimedia technologies, including outbound and email that improve agent productivity and let us rapidly respond to changing business conditions. The enterprise contact center allows us to easily blend agent skills and language skills since we service over 10 different languages and even more countries round the clock. Email routing to specialized super-agents has added one more sales avenue for us. Using the open interfaces and simple yet powerful ECC scripting we've also created a powerful outbound survey application, and integrated it with the ShoreTel Enterprise Contact Center IVR engine quickly and easily. The outbound survey application has allowed us to assess our customer satisfaction levels and assess agent training needs. The brilliant simplicity of the ShoreTel system allows us to be flexible and deliver powerful contact center solutions to all of our offices abroad."


Kevin Gavin, vice president of marketing, ShoreTel
"ShoreTel Enterprise Contact Center is rapidly becoming an integral part of organizations' overall enterprise communications strategy, especially as more contact centers use teleworkers and remote sites to increase productivity, lower costs, go greener, and improve the customer experience. The ShoreTel distributed UC and contact center platform provides the ideal solution for this growing trend, as it enables organizations to create highly productive, cost-effective virtual contact centers."

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About ShoreTel, Inc.
ShoreTel, Inc. (NASDAQ: SHOR) is the provider of brilliantly simple Unified Communication (UC) solutions based on its award-winning IP business phone system. We offer organizations of all sizes integrated, voice, video, data, and mobile communications on an open, distributed IP architecture that helps significantly reduce the complexity and costs typically associated with other solutions. The feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and use. Increasingly, companies around the world are finding a competitive edge by replacing business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business communication. ShoreTel is based in Sunnyvale, California, and has regional offices in Austin, Texas, United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit

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