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Customer Loyalty Helps ShoreTel Maintain Top Cloud Service Position

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ShoreTel’s position as the worldwide market leader in the Unified Communications as a Service (UCaaS) private cloud category affirms the company’s longstanding focus on building customer loyalty by providing a reliable, productive experience, company executives said Thursday.

Synergy Research Group last week released a report on cloud unified communications services, showing ShoreTel’s cloud service, ShoreTel Sky, currently ranks first in UCaaS private cloud market share worldwide.

ShoreTel has held the position for 11 consecutive quarters (Q1 2010 – Q3 2012), according to the research firm. In its market share summary report for the third calendar quarter of 2012, Synergy found that ShoreTel maintained its clear market share leadership for UCaaS private cloud and further distanced itself from its nearest competitor.

"As an industry pioneer, we had a head start to get to No. 1. But we've kept our lead because the reliable, easy experience we deliver is valuable.  It allows customers to get true business impact from the features" said Dan Hoffman, ShoreTel’s chief strategy officer.  "When you get experience right, customers stay with you.  That makes it a lot easier to grow fast."

Kevin Gavin, chief marketing officer of ShoreTel, agreed. “ShoreTel’s angle on the cloud is all about being business-focused and delivering high customer satisfaction,” Gavin said. “We’re very serious about providing easy-to-deploy solutions for business. We’ve been in this business for a while and our customers are very satisfied and stay with us.

“We have effective sales and marketing capabilities that drive sales, and a comprehensive channel partner program to enable partners to sell ShoreTel Sky,” Gavin added.