You may or may not know that, in addition to Cisco, we also offer ShoreTel collaboration solutions. We began selling ShoreTel nearly 2 years ago, and have enjoyed having it in our solution set. Although 90% of our business is based on Cisco solutions, when it comes to Voice, we were finding that Cisco didn’t always have the best solution for our clients in every scenario, and we wanted an alternative offering.
Here’s what I like about the ShoreTel solution:
A very simple and easy to use, administration tool to manage the whole system – voice gateways and all. This is very compelling for a lot of people. IT staff many times have a lot on their plate, and the last thing they want to do is learn and understand another application.
Personal communicator desktop software for everyone, at no additional cost. Most systems these days have desktop software that works with and enhances the phone system. These kinds of tools are very useful; however, many systems require that you buy a license for this feature. ShoreTel offers a basic version, which offers a good deal of functionality, without any additional license costs. As a result, most clients will roll this out to all their users, and they will get a high adoption rate of users actually using the software. It’s very functional and simple to use, and significantly enhances the users’ phone experience.
The operator or attendant console is the same software as the personal communicator desktop software. This is a big deal to me because many vendors’ operator console is completely different software than what every other user is using. This creates a need for more training; fewer users understand how to take over at the operator console if they are asked to do so. Instead, the ShoreTel solution has the same look and feel as the personal communicator client, so anyone can sit down at the operator console and quickly start using it to take calls. This is especially beneficial when a client has multiple internal people that take turns answering calls at the front desk.
Built-in workgroup functionality. Many of our clients don’t need full-blown contact center solutions. They are expensive, and have way more features than they really need. However, they could use some basic call center functions like queuing a call, sending the call to a group of people, and reporting based on the number and type of calls occurring. This is all built-in to the base ShoreTel solution, and just requires a license for each workgroup agent that needs to be part of the group. It’s simple and easy to change as the business requirements change.
Recently, we installed a ShoreTel solution for a new client in Monterrey. They had about 30-40 users, and some teleworkers. In particular, they wanted to be able to integrate the phone system with Microsoft Dynamics for CRM purposes. When an inbound call came in, they wanted to get a screen pop-up that allowed them to click right into their CRM program. They weren’t looking for a sophisticated contact center solution, just a simple way to integrate with their CRM package and allow all of their users to have the same feature functionality. ShoreTel proved to be a simple and easy solution to make that happen in this environment.
At Telcion, we are experts in voice and collaboration solutions; nothing makes us happier than to see our clients reaping the benefits from the technology we sell. Contact us today for a free consultation and a demo of all our latest collaboration solutions.