customer

CustomerZone360 NEWS

CustomerZone360 Home

ShoreTel's Knight Tells Story of Transformation

By Paula Bernier July 06, 2016

ShoreTel was at Call Center Week in Las Vegas talking about how hybrid cloud communications are really coming together, how the company is now offering consulting services as a presale function, its new platform play, and why the company is referring to itself as the new ShoreTel.


I spoke with Brandon Knight, ShoreTel’s director of consulting services, at the event last week to learn more.

Knight noted that ShoreTel now offers its business communications services via the on-premises and cloud based models. A lot of organizations now want to move to the cloud, but are uncertain about how to do that, he said, so ShoreTel is educating them about how they can leverage a hybrid model as a stepping stone to get them there. It’s not necessary for organizations to move to the cloud all at once, he emphasized.

Regarding the presale consulting services, Knight said that only about 10 percent of contact centers have moved to the cloud, and that’s due largely to a lack of education on the benefits of doing so. More specifically, he said, the cloud marketplace is too confusing for many folks to navigate, as there is such a wide array of solutions from which to choose. To help organizations identify the solutions that best meet their requirements, and assist with related things like best practices and NPS, ShoreTel now offers presale consulting.

Another topic Knight discussed with us was ShoreTel’s recent acquisition of Corvisa LLC, which provides the company with third-party development tools. In the near future, he said, ShoreTel will be talking more about its true platform experience. That means its customers will have a single platform on which to run IVR and other ShoreTel applications, and on which to develop their own custom solutions.

"The addition of Corvisa's standards-based APIs, SIP trunking, and standalone contact center expands our cloud-based offering while providing new sources of hosted revenue," said Don Joos, president and CEO of ShoreTel, at the close of the deal earlier this year. "We are excited to have Corvisa's leadership team and approximately 95 technically skilled and customer-facing employees join ShoreTel to further enhance our development roadmap and go-to-market actions."

ShoreTel is also changing its tagline from Brilliantly Simple to We Make Interactions Simple, said Knight. This new wording, he said, reflects the move beyond business phone service to all communications, and the migration from on-site solutions to ShoreTel becoming a flow-blown cloud player.




Edited by Alicia Young

Executive Editor, TMC

SHARE THIS ARTICLE
Related Articles

TMC Announces Winners of the 2017 CUSTOMER Magazine TMC Labs Innovation Award

By: TMC    11/29/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced the winners of the 2017 TMC Labs I…

Read More

Does Your Partner Measure Productivity by Outcome or Output?

By: Special Guest    11/3/2017

The right partner will provide you with guidance and EXPERTISE, and not just a subscription for contact center "as a service." The right partner will …

Read More

How Customer Journey Mapping Fosters Cross-Functional Collaboration

By: Amy Downs    10/30/2017

Customers know when there is misalignment between various departments. When the right hand isn't talking to the left, it's apparent and it's the prima…

Read More

CUSTOMER Magazine Announces Winners of the 2017 Contact Center Excellence Award

By: TMCnet News    10/5/2017

TMCannounced the winners of its 12th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.

Read More

CUSTOMER Magazine Announces Call for Entries: 2017 Workforce Optimization Excellence Awards

By: TMC    9/27/2017

TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that its flagship publicatio…

Read More