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Sweda Says Yes to the Simplicity of ShoreTel Contact Center

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ShoreTel Contact Center is extremely easy to administer, you don’t actually need IT’s help to manipulate or change the system. We actually can empower the call center managers to put the system in their hands to make the changes and allocate the resources they need.”

James Visperas, Call Center Manager

Founded in 1976, Sweda Company, LLC is a top-20 integrated supplier and manufacturer of promotional products that provides innovative marketing solutions for the advertising specialties industry. Headquartered in the City of Industry, Calid, offers complete services, competitive pricing and quality customer care to its distributor customers. Sweda stocks hundreds of products including bags, drinkware, electronics, computer accessories, writing instruments, stationery, watches and ecofriendly products. Sweda sells recognized brands including Callaway, London Fog, Oakley backpacks, and Leatherman.

When it comes to promotional products Sweda is the expert but when they need a new phone system they turned to their partner 3GC Group. In 2008 they were growing fast and needed to put in a phone system to handle increased calls for sales, inventory checks, price quotes etc. They evaluated many VOIP vendors including Cisco, Avaya, Nortel and ShoreTel but chose ShoreTel because of the simplicity of the system.

They implemented ShoreTel in 2008 including ShoreTel IP phones, ShoreTel Contact Center, and ShoreTel Communicator.

“ShoreTel allowed us to move at the speed of our business. We were able to redefine business processes or redesign our call center on the fly without being limited by a phone system.”

Rich Santos, IT Director, Sweda Company

Sweda has been pleased with ShoreTel benefits including confidence in knowing their systems will be up 24 hours seven days a week, improved service levels, avoiding missed calls, and the ability to increased staffing accuracy based on call reports.

“If a colleague of mine asked me what phone system they should be looking at for our business I would tell them to look no further than ShoreTel. ShoreTel has been a great solution for us and is absolutely the best decision we ever made.”

Jim Hagan, President and CEO, Sweda Company