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ShoreTel Summit Enables Georgia Tourism to Improve Customer Service

Advanced call routing reduces hold times, eliminates need for third-party call center

SUNNYVALE, Calif. – March 7, 2017 ShoreTel® (NASDAQ: SHOR), a leading provider of communication solutions that make interactions simple, today announced that Georgia Tourism is relying on ShoreTel Summit™ to improve customer service and response times.

With an IVR (integrated voice response) application built on Summit, Georgia Tourism has the ability to roll overflow calls to alternate offices and receive voicemail-to-email notifications during and after visitor center hours. The customized Summit application has helped to reduce hold times and improve the experience for visitors.

Georgia Tourism oversees 12 visitor information centers across the state of Georgia. After adding locations, it became challenging for the staff to manage call volumes and effectively meet visitors’ needs. To deliver the level of service they desired, Georgia Tourism researched different IVR solutions and settled on ShoreTel Summit.

“We don’t have enough staff to answer all the calls so we needed a new system that could route calls to other visitor centers if one center was too busy to pick up,” said Ann Perry, visitor center manager. “Outside of office hours, we wanted voicemails sent via a transcribed email so staff would still be able to answer questions in a timely manner. We found this solution with Summit, which has improved wait times and streamlined our response efforts while delivering a consistent visitor experience. Visitors are always telling us how wonderful the customer call service is.”

With Summit’s advanced call routing, Georgia Tourism is able to answer visitors’ questions in-house, eliminating the need for a third-party call center and its associated costs. If Georgia Tourism experiences spikes in call volumes, Summit empowers them to make changes to their call routing in real time without any disruption to their business.

“With ShoreTel Summit, businesses of all types and sizes can create communications apps that enhance customer service and employee productivity,” said Mark Roberts, chief marketing officer at ShoreTel. “Summit brings together ShoreTel's proven telephony expertise with developer-friendly tools, SMS and voice APIs, and built-in application hosting so it is fast, painless and cost-effective for companies to build highly scalable apps.” 

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About ShoreTel, Inc.
ShoreTel (NASDAQ: SHOR) provides businesses worldwide with communication solutions that make interactions simple. From business phone systems, unified communications and contact center solutions to a fully hosted voice and SMS development platform, ShoreTel delivers unmatched flexibility and ease for companies looking to increase productivity and drive innovation. ShoreTel offers solutions in the cloud, onsite or a hybrid of both, giving customers the freedom to choose the best fit for their business needs now and in the future. Headquartered in Sunnyvale, Calif., ShoreTel has offices and partners worldwide. For more information, visit shoretel.com.

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ShoreTel, ShoreTel Summit and the ShoreTel logo are trademarks or registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All rights reserved. All other trademarks, trade names and service marks herein are the property of their respective owners.

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