Welcome to the ShoreTel Brilliantly Simple Blog

Contact Center Tutorial: ECC Outbound Dialing from an Excel or Word Document

By: Matthew Weiner, Product Sales Specialist - Contact Center Practice

I often get asked if ShoreTel Enterprise Contact Center (ECC) can do outbound dialing from an Excel or Word document. The answer is yes it can. Once upon a time DBA meant “Doing Business As” where a company might use a different name to expand how they reach their market. While the term is still in use the acronym now really means Database Administrator. These people are special. The know everything about your data. Be nice to them. They also have no place in a well-designed and well-articulated Contact Center. Nothing against DBA’s but they have better things to do than be involved on a day-to-day basis with something as simple (in ECC terms anyway) as “outbound contact center calls.”

How to call abandoned calls:

When I generate an Abandoned Call Report I can do three distinct things to generate follow-up. …more

Is ShoreTel the Giants’ Secret Weapon?

By: Mike Healy, Sr. Vice President and Chief Financial Officer

no-hitter giants

While the team is playing, ShoreTel covers all the bases off the field.

The hallmark of the San Francisco Giants team is communications between their players, coaches, front office staff, and fans, and ShoreTel has helped the Giants unify their communications since 2009 when they became a customer. Ever since, there have been many memorable moments including a perfect game, three no hitters, a grand slam homerun by World Series MVP Madison Bumgarner, and now three World Series titles in 5 years. ShoreTel has been there all along the way and we like to think we are the Giants’ secret weapon, as good things happen when our sign is up behind home plate (as evidenced by the photos).

ShoreTel Dock Wins Gold Stevie in International Business Awards

By: Frederic Gillant, VP and Managing Director of Asia Pacific

AwardEarlier this month, I was delighted to accept a Gold Stevie Award in Parisat the International Business Awards for the ShoreTel Dock. This was awarded to ShoreTel Asia Pacific for the “Best New Technology Product of the Year” and we were the winner in a field of entries from more than 60 nations and territories. …more

Unified Communications as a Service: Market Trends and Business Benefits

By: Arvind Rangarajan, Product Marketing Manager

We’re experiencing a workplace transformation! The very nature of work as we once knew it has fundamentally changed. Work is no longer a location, it is an activity. Work is not a place you go, it’s a thing you do. There is increasingly a very dynamic rhythm to the nature of work, which involves teams that form and evolve over time. Team members are often geographically dispersed, and work can and often does happen around the clock. The key to business success is worker productivity which requires collaboration tools. For collaboration to be effective it needs to be simple and easy for users or they will reject them. At the center of this transformation is the IT worker who is being asked to do more on an ever shrinking IT budget. …more

ShoreTel Gives Back to Communities Near and Far

By: Katie Maller, Communications Manager Google+ icon for profile link

 McDonald House

As part of a team building event, the ShoreTel Network Operations Center team recently paid a visit to the Ronald McDonald House Charities of Rochester New York to donate a few hours of time. The team was split into three groups. The first group was in the kitchen, where they cooked pancakes and bacon, and served fresh fruit to the residents. The second team was outside the property, cleaning up the gardens. And the third team worked on each of the 3 floors in the house where they vacuumed, dusted and cleaned the windows.


Evaluating Microsoft Lync? Be sure to consider ShoreTel

By: Teney Takahashi, Product Marketing Manager - Competitive Analysis

When Microsoft releases a new product, it generally receives plenty of attention. Its entry into the already full IP telephony industry is worth analyzing. All of the providers in this market offer variations of the same thing: unified communications, a catchall phrase for what Gartner defines as “products (equipment, software and services) that facilitate the interactive use of multiple enterprise communications methods.” With all of the choices on the market, it can be confusing to determine which phone system is best. While evaluating Microsoft Lync 2013 it is advisable to carefully consider what you actually get for the premium price tag. …more

Hybrid Cloud Solution Delivers Applications to ShoreTel Users

By: Richard LeGrand, Senior Product Manager

ShoreTel Connect enables ShoreTel on-premises customers to provide applications from the cloud for individual employees on an “as-needed” basis.

ShoreTel Connect is a hybrid cloud communication solution that leverages the best of on-site as well as cloud delivery platforms. ShoreTel’s hybrid cloud collaboration solution is for on-premises customers who want to maintain local control and lower the cost of their enterprise phone system, while also adding special service utilities on-demand on an “as-needed” basis. There is no capital expense or IT training needed; the service is enabled as part of the ShoreTel Director Administration dashboard. ShoreTel Connect enables on-premises customers to have greater access to on-demand services from the cloud while protecting their investment in their on-premises solutions. …more

It’s all about productivity with ShoreTel Sky Dialers

By: Arvind Rangarajan, Product Marketing Manager

Business VoIP phone systems today are much more than just voice and can help increase employee productivity through application integration that can help make connections with people faster. For some companies these could translate into bottom-line savings. Simple “click-to-dial” applications will eliminate incorrectly dialed numbers and save seconds every time a user is placing the call. This adds up to hours saved per year, per employee, which is a considerable time savings when multiplied by the number of staff making outbound calls across an organization. …more

Generations, Technology and BYOD in the Workplace

By: Katie Maller, Communications Manager Google+ icon for profile link

An interesting study by Cornerstone OnDemand and Kelton, gauged employees’ attitudes about technology in the workplace and whether company-provided applications adequately facilitate their productivity.

Their research revealed a surprising phenomenon – the always-on, tech savvy younger workforce who grew up in the information age is actually overwhelmed by the chaotic pace and inundation of technology, even more so than the older generation who could take it or leave it. Could it be the technology has actually pushed Millennials too far and now they are yearning for a simpler way of work life? I can see the older generation smiling at the thought.


The Growing VoIP Market: Where the Momentum Has Shifted

By: Michael Freeman, Sr. Manager, Demand Generation Google+ icon for profile link

VoIP has been around long enough to have made it from “emerging technology” to the norm. Much like the Internet did for encyclopedias, VoIP is making land lines seem archaic. Companies large and small are opting for internet phone systems over wired PBX because:

  • It’s less expensive, particularly for international calls
  • It provides equal quality
  • Its reliability has improved dramatically
  • It’s much more scalable
  • It’s faster to deploy
  • It’s easier to maintain
  • It requires little IT help


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