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ShoreTel Answers Enterprise Need For Multi-Channel Customer Communication

SUNNYVALE, Calif., June 11, 2013 /PRNewswire/ --  ShoreTel® (NASDAQ: SHOR), the leading provider of brilliantly simple unified communications platforms including business phone systems, applications and mobile UC solutions, continues to see adoption of ShoreTel Enterprise Contact Center to enable customers of all sizes to increase customer satisfaction, improve employee efficiency and lower costs. The solution is on display in booth 102 at Call Center Week on June 12 and 13, taking place at the Caesars Palace Hotel in Las Vegas.

ShoreTel Enterprise Contact Center enables a single solution for multimedia call center capabilities with real-time management and reporting tools, customizable call handling features and advanced routing options. In today's "always on" world, consumers expect companies to be reachable 24/7 and over online channels. With ShoreTel Enterprise Contact Center, enterprises can succeed in this multi-device, multi-channel environment with tools that allow agents to handle emails, chats and calls, both inbound and outbound.

"ShoreTel makes it easier for enterprises to achieve frictionless communication by removing barriers and offering more avenues for communication, in turn reducing wait times and complex navigations that get in the way of communication between a customer and company," said Don Joos, senior VP of business operations at ShoreTel. "ShoreTel Enterprise Contact Center gives agents and supervisors a powerful and consolidated suite of capabilities, including fully blended inbound and outbound customer applications, web chat and email. The same intuitive desktop interface that is used company wide as part of the IP phone system brings it all together, integrating IVR, routing and outbound into one customer-centric service solution."

ShoreTel customers say it best:

"Communication is extremely important to us as an agency because our mission is to help low-income Pennsylvanians. We want to be accessible so we can assist in finding them housing and servicing them throughout the process. ShoreTel Contact Center allows our 90 call center agents to quickly and easily provide the level of service that our end users require to do their jobs effectively and efficiently." – Kris Clymans, manager of infrastructure and support, Pennsylvania Housing Finance Agency

"Premium Choice is committed to finding its customers the best value for insurance policies. With 150,000 Internet quotes and 3,500 emails generated daily, Premium Choice needed a communications system that could prioritize calls based on chance of sale. With ShoreTel Contact Center, we have the ability to collect quotes in real-time and feed details into the phone system, allowing us to prioritize calls as they come in and ensure we give high priority to those likely to result in a sale." – Rupert Gladstone, head of IT, Premium Choice

"We want our patients to have a high degree of satisfaction and confidence when they interact with our staff, whether it is in person or over the phone. Before ShoreTel, we were experiencing hold times of several minutes in many cases, because agents had to look up information before transferring calls. Now with ShoreTel Contact Center, we've seen a dramatic decrease in call hold times from an average of 3 minutes to 25 seconds." – Patrick Bruce, IT director, USO

"Our company is based on communications – without it, we wouldn't have a business. All calls from excavators doing projects in Wisconsin come into our contact center 24 hours a day, so reliability and ease of use are critical. With ShoreTel we've absolutely seen savings – in annual support costs, in management time, and overall operation of the phone system." Mike Meyer, manager of IT services, Diggers Hotline

Related Links & Conversation

About ShoreTelShoreTel, Inc. (NASDAQ: SHOR) is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award-winning, all-in-one IP phone system, UC and contact center solution, and its industry-leading hosted phone system, workers enjoy a freedom and self-reliance that other providers can't match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, Calif., and has regional offices and partners worldwide. For more information, visit or

Contact Megan McFarland, Edelman megan.mcfarland@edelman.com650-762-2993

ShoreTel and the ShoreTel logo are trademarks or registered trademarks of ShoreTel, Inc. in the United States and/or other countries. Caesars Palace is a registered trademark of Caesars Entertainment Corporation.


Copyright 2011 PR Newswire. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.

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