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United Bank Case Study

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Case Studies

ROI and investment protection led United Bank to put its money on ShoreTel’s Enterprise Contact Center

United Bank

Ease of deployment and investment protection sealed the deal

After discovering ShoreTel products at a trade show, while working for another company, Anna Burdge, United Bank telecommunications manager, was sold on the system. Over the years, the ShoreTel deployment of three sites and 50 phones has grown to 131 sites in six states servicing 2,500 endpoints.

Reduce capital expenditures

Prior to the ShoreTel installation, the bank had been using a legacy Avaya solution, which required a large, annual capital expenditure for maintenance. The organization also yearned for features not included in that legacy solution. Those reasons, plus the ease of connectivity among all the geographically disparate branches, led United Bank to choose ShoreTel.

United Bank CTO Bruce Steere was on board when he realized that the virtually plug-and-play system could easily grow as the bank expanded. “The ShoreTel Enterprise products and Contact Center applications offer the management tools needed to maximize productivity. After initial implementation, standardization on ShoreTel was a clear choice due to its ease of deployment and path to investment protection,” says Burdge.

Compared to other solutions, ShoreTel delivers immediate ROI

ShoreTel enables the United Bank telecom team, from anywhere in the network, to use a single view, or one interface, to manage its entire infrastructure. The ease of operation, use, and management is saving United Bank money and it is experiencing a better-than-expected ROI since members of the technical services team no longer need to bring in third-party vendors for installation or changes. For end-users, the ShoreTel system is really simple to master. Once users are trained, they’re excited about the system’s capabilities and ShoreTel Communicator software, which enables users to change call-handling features on demand.

Banking on mobility

Not surprisingly, United Bank is very cognizant of security issues, which makes it extremely cautious about what runs on its network. So, although ShoreTel provides secure capabilities to support remote workers, the bank prefers not to deploy phones to employees’ homes. Instead, the organization uses the ShoreTel mobility function, which enables calls to be forwarded through the find me/follow me feature, using the ShoreTel Communicator application, to the remote worker’s cell phone.

“SHORETEL IS ESSENTIALLY PLUG-AND-PLAY: SIMPLE TO INSTALL, EASY FOR STAFF TO USE, AND IT ALLOWS US TO MOVE OR ADD ADDITIONAL PHONES AT LITTLE OR NO COST OTHER THAN THE PRICE OF THE ADDITIONAL HANDSETS SHORETEL ALSO OFFERED US THE LOWEST TOTAL COST OF OWNING AND MAINTAINING A TELEPHONE SYSTEM OVER ITS PROJECTED LIFE.”

Robert Szwarcberg, Director
Airlie Women’s Clinic

 

CHALLENGE:

  • United Bank was in the market for a user- and administration-friendly contact center and an easy-to-deploy telephony system that scaled easily to accommodate new branches and bank acquisitions.

SOLUTION:

  • United Bank selected ShoreTel’s IP Telephony Platform, Enterprise Contact Center solution, and state-of-the-art ShoreTel IP phones. As a result, the bank has lowered costs, optimized agent performance, and improved the customer experience.

BENEFITS:

  • Real-time reporting on-demand
  • Ease of use and administration
  • User satisfaction with ShoreTel Communicator
  • System longevity and investment protection

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