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Trident Improves Customer Service with ShoreTel Enterprise Contact Centre

ShoreTel's Unified Communications system enhances Trident's call management and reporting
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SUNNYVALE, Calif., May 5, 2010 – ShoreTel® (NASDAQ: SHOR), the leading provider of brilliantly simple IP phone systems with fully integrated Unified Communications (UC), today announced that Trident, one of the Midland's leading housing associations has deployed a ShoreTel UC system with ShoreTel Enterprise Contact Centre fully integrated with its Microsoft Dynamics CRM system. The ShoreTel solution has helped increase the efficiency of Trident's Customer Service Advisors and resulted in better call management and reporting. By selecting ShoreTel, Trident has migrated to a future-proof platform that offers superior scalability and reliability.

The quality of Trident's communication system is essential to its customer service with typically 1,600 customer calls received each week. By integrating ShoreTel Enterprise Contact Centre with its customer relationship management (CRM) system, all data on the inbound caller "pops" onto the Trident business user's screen, providing instant access to customer information and consequently reducing the time taken per call. A recent customer satisfaction survey has shown that after deploying the ShoreTel solution, the perceived customer service level has increased, callers are connected to the appropriate Trident representative more quickly, and have their requests processed faster than ever before.

The ShoreTel UC system has also enhanced Trident's call management, monitoring and reporting. "ShoreTel Call Manager enables our staff to track messages more easily, additionally contributing to shorter response times and improved customer service for our business," said Edward Reed, Head of IT at Trident. "Performance of teams is also enhanced as managers can listen in live to phone calls and monitor user performance, which they were unable to do before. Reporting tools can be customised and automated, making reporting easier to administer and manage."

"With the help of our partner SCH Group, Trident has migrated seamlessly to a single scalable system that offers great value for money," said John Howard, managing director EMEA, ShoreTel. "The brilliant simplicity of the ShoreTel UC system enables Trident staff to manage the system centrally, and offers numerous opportunities for growth and addition of new functionalities in the future. We are being asked to integrate ShoreTel to CRM packages more and more often and thanks to ShoreTel's commitment to open standards, this can be achieved economically and quickly. We're delighted Trident has selected ShoreTel and look forward to working with them on future plans, including integrating more applications with the ShoreTel system."

About the Trident Group

Trident has almost 50 years of delivering homes, services and innovation to 6,000 people in 3,100 homes in some of the most disadvantaged communities in the Midlands. It has £130 million in assets and an annual turnover of £22 million, employing almost 700 staff. Trident is also part of the Matrix Housing Partnership. Trident's vision is to be a modern social business providing housing, care, support and community services. Visit: www.trident-ha.org.uk/.

About ShoreTel, Inc.

ShoreTel, Inc., (NASDAQ: SHOR) is a leading provider of Pure IP unified communications solutions. ShoreTel enables companies of any size to seamlessly integrate all communications - voice, video, messaging and data - with their business processes. Independent of device or location, ShoreTel's distributed software architecture eliminates the traditional costs, complexity and reliability issues typically associated with other solutions. ShoreTel continues to deliver the highest levels of customer satisfaction, ease of use and manageability while driving down the overall total cost of ownership. ShoreTel is headquartered in Sunnyvale, California, and has regional offices in Austin, Texas, the United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit www.shoretel.com or call 1-800-425-9385.