Contact Center Solutions Featured Article

ShoreTel to Transform Brunswick Contact Center into Revenue Center

January 22, 2014

Brunswick Corporation, well known in the marine, fitness and bowling industries, was keen on replacing its legacy Avaya (News - Alert) and Norton systems with a single global communication system that would help enhance employee experience and differentiate its customer service. In addition it wanted to cut its mobile phone roaming costs. ShoreTel’s (News - Alert) enterprise contact center and mobility solutions gave it exactly what it required.

ShoreTel, a provider of simple telephony and unified communications solution, was able to supply an adaptable platform that would support Brunswick in a fast-moving market. By helping to connect internal and external customers to the right agent at the right time, the provider hopes to transform the contact center into a revenue center.

ShoreTel’s flexible, scalable system and its Voice Switches that run the call processing software are distributed and offer N+1 redundancy. This will protect Brunswick in the event of a crisis and also increase corporate savings by eliminating the need for redundant systems in many locations. 

ShoreTel’s enterprise contact center solutions offers advanced multimedia, sophisticated routing enhanced reporting options, self-service and outbound campaign capabilities all-in-one contact center solution that can run in the same server. Further, voice applications that are deployed throughout the network are highly reliable.

Customers expect higher levels of service than ever, and multisite contact centers are beginning to become the norm. ShoreTel’s unified platform is easily expanded across many sites, or even countries, as needed.

Currently about one –third of Brunswick’s sites are live. Many more of the sites are expected to deploy the ShoreTel solution shortly.

The early results of the new system were reportedly impressive. The results of deploying the ShoreTel solution were visible immediately. Brunswick experienced lowered costs, improved customer experience, and reduced mobile phone roaming costs in the U.S. and EMEA, where it deployed the ShoreTel Mobility solution. In addition, as the ShoreTel business phone system routes international calls over the network, it is expected to have the lowest total cost of ownership and reduced international call costs.

Mike Tegtmeyer, director of enterprise network services at Brunswick, was confident that the ShoreTel solution would pay for itself within 2.5 years at some sites. With legacy systems at more than 200 sites around the globe with more than 8,000 users, Brunswick is expected to be one of ShoreTel's largest customers.




Edited by Alisen Downey

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