Multichannel Contact Centers Gain Results from ShoreTel

In what appears to be justifiable competitive muscle-flexing, ShoreTel has come out with several examples of how its IP-based routing and unified communications (UC) contact center solutions "help improve the customer experience, increase agent responsiveness and achieve a rapid ROI."

*           MonaVie, South Jordan, Utah

Since 2005, MonaVie has been developing and marketing scientifically formulated and premium quality nutritional products. The company's business model is based on person-to-person distribution, and with thousands of global distributors, communication is the lifeblood of the organization. MonaVie turned to ShoreTel (News - Alert) for a complete solution that is easy to manage and cost-effectively support the company's rapid growth.

"ShoreTelEnterprise Contact Centerhas allowed us to integrate several multimedia technologies, including outbound and e-mail that improve agent productivity and let us rapidly respond to changing business conditions," says Jake Larsen, Contact Center Manager, MonaVie. "The enterprise contact center allows us to easily blend agent skills and language skills since we service over 10 different languages and even more countries round the clock. E-mail routing to specialized super-agents has added one more sales avenue for us.

"[Moreover] using the open interfaces and simple yet powerful ECC scripting we've also created a powerful outbound survey application, and integrated it with the ShoreTel Enterprise Contact Center IVR engine quickly and easily. The outbound survey application has allowed us to assess our customer satisfaction levels and assess agent training needs.The brilliant simplicity of the ShoreTel system allows us to be flexible and deliver powerful contact center solutions to all of our offices abroad."

*          Morristown Utility Systems, Morristown, Tenn.

Morristown Utility Systems (MUS) provides water, power and FiberNet broadband cable services to the City of Morristown, Tennessee. When MUS decided to move into the new business venture of providing fiber to the home, they turned to ShoreTel for a robust UC solution that included ShoreTel Enterprise Contact Center. Thanks to ShoreTel, MUS scaled communications quickly and keep up with the increased call volumes resulting from this successful venture: while improving the customer experience for new and existing customers.

"Not only has ShoreTel given us a highly reliable communications platform that enables us to easily cope with city utility emergencies, such as power outages and floods without going down ourselves, but the real-time statistics produced by ShoreTel Enterprise Contact Center provide important insight into call traffic in real time," saysMike Fawbush, Information Systems Manager. "We can easily and quickly ramp up agents in the event of an emergency or other spike in traffic, such as the introduction of a new entertainment feature that might produce a lot of calls."

*           North WestAmbulance Service, Bolton, UK

The North West Ambulance Service (NWAS) is an NHS Trust established to provide the best possible ambulance and pre-hospital care service to more than seven million people in a 5,400 square mile area in North West England. The area is challenging to serve--my family is from that part of the UK and I've been to school and worked there-with a mix of narrow Industrial Revolution (News - Alert)-era streets, aging mills, dense city and town centers, small villages in very hilly terrain plus seaside communities and resorts as well as suburban sprawl and busy expressways.

The result of a merger of four ambulance services in 2006, the Trust was running nine different phone systems and eight separate contact centers until it turned to ShoreTel for centralized control and management of one highly reliable, single-image solution. NWAS estimates that it will have saved approximately GBP 100,000 by the end of the first year. It plans to leverage this highly successful investment as a backup to its emergency phone system.

"In a geographically challenged Trust such as NWAS, we need a highly available unified communications system with fully integrated, enterprise-level contact centre functionality to support our operational and service staff as they provide quality healthcare to all our patients,"says Ian McDonald, Telecommunications Manager."The ShoreTel Enterprise Contact Centre solution has helped us save money by consolidating communications on a single platform across all locations, so we can easily manage traffic and reroute calls if necessary: all while keeping a strong focus on patient care."

"ShoreTel Enterprise Contact Center is rapidly becoming an integral part of organizations' overall enterprise communications strategy, especially as more contact centers use teleworkers and remote sites to increase productivity, lower costs, go greener, and improve the customer experience," says Kevin Gavin (News - Alert), vice president of marketing, ShoreTel. "The ShoreTel distributed UC and contact center platform provides the ideal solution for this growing trend, as it enables organizations to create highly productive, cost-effective virtual contact centers.'