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Joules Clothing Enables Multi-Channel Communications Strategy with ShoreTel

UK clothing giant boosts customer service with UC deployment and experiences 50 percent cost savings

LONDON, UK, 2 November, 2011 -- ShoreTel® (Nasdaq: SHOR), the leading provider of brilliantly simple IP phone systems with fully integrated unified communications (UC), today announced that Joules Clothing, a British based fashion designer and online retailer, has deployed a ShoreTel UC system with ShoreTel Enterprise Contact Center to reduce costs, enable a multi-channel communications strategy and enhance customer service.

With new premises opening each month and an ever-increasing online global customer base, Joules was looking for a communications system that allowed in-depth engagement with customers. Joules wanted to offer customers more choices in how they were able to interact with the company - whether over the phone or online. The ShoreTel UC system, implemented by Lily Systems, granted Joules a fuller picture of its customer interactions, enabling administrators to tend to more inquiries, more efficiently.

“We evaluated our communications strategy holistically, looking at future growth plans and how to further enhance our customer service. ShoreTel’s UC system offered us the scalability to grow alongside the business and the necessary insight into customer engagement,” said Nick Wyld, Head of IT, Joules. “Through our multi-channel approach, customers are now able to contact us in a range of ways which suit them best at a particular moment, boosting our competitive advantage.”

“Customer service is at the heart of the Joules brand and is key to our ongoing success. By opening further communications channels, Joules has improved the chance of a sale being completed and encouraged customer loyalty,” said Tom Joule, CEO, Joules. “ShoreTel’s ease-of-use allowed our company to implement changes internally, eliminating the need for third-party services. As a result, we’ve seen 50 percent cost savings over 12 months.”

“We’re delighted to work with one of the High street’s most exciting brands,” said Tom Perry, Marketing Director EMEA, ShoreTel. “The ShoreTel UC system enables Joules to integrate all types of communication platforms to better service its customers whilst the system’s advanced scalability ensures Joules’ is not met by unforeseen costs as the business continues to grow.”

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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 Singapore. For more information, visit www.shoretel.com.