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ShoreTel Connect CLOUD Enables Non-Profit NJ SHARES to Deliver Exceptional Customer Service

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SUNNYVALE, Calif. – April 5, 2016 ShoreTel® (NASDAQ: SHOR), the leading provider of brilliantly simple unified communications (UC) solutions and phone systems, today announced that non-profit NJ SHARES is a new ShoreTel Connect™ CLOUD customer. A ShoreTel customer since 2010, NJ SHARES is now running ShoreTel Connect CLOUD for its employees, providing enhanced communications features along with more robust reporting capabilities.

NJ SHARES provides heating, water and telephone utility bill assistance to New Jersey residents, handling up to 200,000 phone calls per year. The ability to tailor the communication system to the non-profit’s needs, including a robust phone tree, and to provide implementation support made the move to ShoreTel Connect CLOUD an easy one.

With the system up and running, productivity is increasing with the use of the intuitive Connect client, which makes it easy to check the Presence status of co-workers and to send Instant Messages.

A critical change for NJ SHARES is the more robust reporting features of ShoreTel Connect CLOUD. Customization options enable the team to request specific information, whether that entails an individual, group or timeframe. Once generated, the report is automatically emailed to a set of predetermined recipients.

“Instead of having staff struggle over calls and decipher different metrics, the metrics are figured out for us," said Danielle Cramer, senior client services representative at NJ SHARES. “That’s important in an organization like ours for two reasons: we have a small staff and we’re obligated to have these reports for contract purposes with our partners. This granular reporting takes a lot of pressure off our staff and allows them to focus on initiatives that are more important to the company.”

“ShoreTel’s ability to tailor services that enhance our business processes and their responsive customer service differentiated them from other companies. They worked around our needs,” says Kim Warrick, director of client services at NJ SHARES.

“NJ SHARES is a great example of how the right communications system paired with business intelligence can deliver increased productivity and customer satisfaction,” said Mark Roberts, CMO of ShoreTel. “Our Connect CLOUD solution is a perfect fit for midmarket and enterprise companies looking for a communications solution that provides flexibility, reliability and choice.”

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About ShoreTel, Inc.
ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple unified communications (UC) products, cloud services and IP phone systems powering today’s always-on workforce. Its flexible communications solutions for contact centers and cloud, onsite and hybrid UC environments eliminate complexity, reduce cost and improve productivity. Recognized for its industry-leading customer experience and support, ShoreTel’s innovative contact center solutions, application integration, collaboration tools, mobility, SIP trunking and business phones enable users to communicate and collaborate no matter the time, place or device, with minimal demand on IT resources. ShoreTel is headquartered in Sunnyvale, Calif., and has regional offices and partners worldwide. For more information, visit shoretel.com.

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