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Integrated Applications “a la carte” – An economical way to selectively enhance ShoreTel Workgroups

Posted by Maura Higgins, Director, Professional Services on Wednesday, February 08, 2012

Many ShoreTel customers operate informal call centers based on ShoreTel Workgroups. Workgroups are very easy to manage and often completely satisfy all communications and management needs in such environments. At the other end of the spectrum are businesses with sophisticated functional requirements including skills-based routing, advanced reporting and advanced supervisor tools for which the ShoreTel [...]

(Customer) Relationship Advice – A CRM Integration Primer

Posted by Maura Higgins, Director, Professional Services on Tuesday, February 07, 2012

Good communications are key to good relationships. This holds true for personal and business relationships alike. Moreover, among most enterprises, their most important assets are customers.  And because the quality of the ongoing relationships among a company’s employees and its customers is paramount, it is not an accident that software systems aimed at helping companies [...]

ShoreTel ECC Outbound Dialer Blog Entry

Posted by Clinton Fitch, Senior Product Manager, Contact Center on Monday, February 06, 2012

One of the most powerful features of ShoreTel Enterprise Contact Center (ECC) is the built-in Progressive Dialer – giving ECC customers the ability to create and manage outbound dialing campaigns, targeted at customers or prospects. This powerful feature is included as part of the ECC solution and only requires outbound licenses to utilize. In other [...]

How Do Customers First Find Out About Us?

Posted by Andrew Lee, Marketing Analyst on Friday, February 03, 2012

Around 50 percent of our existing customers first found out about ShoreTel from our dealer network (source: Customer Satisfaction surveys). A sizeable chunk (approximately 25 percent) first found out about us from a friend/colleague or their IT department contact person. This is interesting for a variety of reasons. It proves that the IT department (and [...]

ShoreTel Acquires M5 Networks – a Hosted UC Pioneer

Posted by Peter Blackmore, CEO on Thursday, February 02, 2012

Since I began at ShoreTel, a little over a year ago, I have believed that the company needed a cloud UC offering to complement our on-premise business. Over the past year the management team and I have worked diligently with our board to identify the best entry into this attractive market.  I am excited by [...]