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Welcome to the ShoreTel Blog

chatbot call center
August 02, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Technologies such as machine learning and artificial intelligence are changing the way businesses operate, enabling more automation and deeper analytics. But nowhere are robots more compelling than in the digital workplace. From 24/7 customer service and fewer human errors to less dependency on...
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July 26, 2017
Written by Theresa Larkin, Sr. Solutions Marketing Manager
Healthcare technology provider, Callidus Health, was looking for a reliable and secure CPaaS solution to serve as the foundation for their healthcare communications software solution, CareLink. Being in the healthcare industry, HIPAA compliance and superior call quality were at the top of their...
Categories: Blog, Customer Experiences
enterprise mobility solutions
July 24, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
It’s official: Mobility is here to stay. In March, Android surpassed Windows in Internet usage market share, according to CIO Magazine . And by 2025, Millennials - who consider smartphones indispensable - will comprise more than 70% of the workforce, says Wireless Week . The explosive growth of...
migrate to cloud phone system
July 20, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
By now, it’s pretty obvious that cloud computing is more than just hype. Today, 70% of organizations have at least one application in the cloud, according to IDG’s 2016 Enterprise Cloud Computing Survey. However, 56% are “still identifying IT operations that are candidates for cloud hosting.” This...
July 12, 2017
Written by Tim Prugar, Director of Customer Success, Next Caller
The Next Caller origin story hinges on a single customer service mistake – a misspelled last name. Our CEO, Ian Roncoroni, had his name misspelled as “Ron Coroni” on a rental car reservation. He ultimately lost the reservation because the company could not locate the record and ended up missing the...
IoT business applications
June 29, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
With IoT and big data, consumer expectations for service are changing – and rapidly. Customers engage with businesses through more channels than ever, and they’re demanding faster and more efficient service. But organizations now have the ability to leverage vast amounts of data gathered from...
Categories: Blog, Cloud Communications
Summit App Challenge for voice & SMS applications
June 27, 2017
Written by Theresa Larkin, Sr. Solutions Marketing Manager
ShoreTel recently hosted a Summit App Challenge for our employees to gain hands-on experience building voice and SMS applications on our Summit CPaaS solution. Participants had one week to build an app and team members from every department and skill level got involved – including both experienced...
customer experience tips
June 22, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Many organizations probably don’t give behavioral psychology a lot of consideration when developing a customer satisfaction strategy. But you might be surprised to know it can play a significant role in establishing loyalty, increasing referrals, and boosting sales. What’s more, behavioral...
Categories: Blog, Customer Experiences
technology user adoption
June 20, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
The successful deployment of communications technology relies on one critical factor: high user adoption. As IT leaders and CIOs are keenly aware, significant time, money and resources are devoted to the rollout of new technologies. And yet, even the most promising deployments can fizzle in the...
virtual meeting
June 15, 2017
Written by Katie Kregel, Director, Global Corporate Marketing
Virtual meetings get a bad rap. There’s a misperception out there that it’s more difficult to get things done or gain consensus on major issues if everyone isn’t together in the same room. Plus, as the arguments go, the tendency for attendees to crosstalk and multitask is higher, and there’s...

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