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ShoreTel helps Devon and Cornwall Housing Group Reach a Wider Audience

ShoreTel Enables Devon and Cornwall Housing Group To Adopt New Ways to Communicate with Customers and Increase Employee Flexibility
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LONDON, 6 July, 2009 - ShoreTel®, Inc., (NASDAQ: SHOR), a leading provider of Pure IP Unified Communications (UC) solutions, today announced that the Devon and Cornwall Housing Group has selected a ShoreTel UC system to transform communications by increasing staff flexibility, broadening the scope of communication points to customers, and consequently increasing the overall quality of its services.

The Devon and Cornwall Housing Group is a major housing provider in South West England, providing rented homes, shared-ownership homes and supported accommodation to residents. The group is responsible for 17,000 homes and employs around 700 staff in nine offices throughout Devon and Cornwall The group required a UC system across all of its locations to integrate new applications and provide improved communications support services. With the assistance of ShoreTel partner Datasharp UK, the Devon and Cornwall Housing Group evaluated a number of systems and selected ShoreTel's solution. It proved to be the most user-friendly, offered the best value for money, and above all, enables staff to communicate more effectively and deliver better service to customers.

The deployment comprises a new contact centre in Devon, an upgraded contact centre in Cornwall and a new telephony system across the network, providing customers with improved accessibility to appropriately trained staff.

"We can now communicate flexibly with our predominantly young customer base via e-mail and SMS," said Gary Neilson, service development manager for the Devon and Cornwall Housing Group. "In addition, customers can now call us on the free 0300 number used by our new contact centres. ShoreTel's solution uses our customer profiles to tailor communication to the needs of a diverse community, including the needs of people with disabilities."

The ShoreTel UC system has helped improve communication within the organisation, lowered costs, and increased employee flexibility. The group now has a single internal phone directory which can be navigated with ease using ShoreWare® Call Manager. Staff can also respond to customer requests when working remotely, thus minimizing traveling to work and lowering the carbon footprint of the organisation.

"ShoreTel's ease of use combined with Datasharp UK's ongoing support allowed us to deploy the solution on time and with significant benefits to our customers and staff. Our communication system allows us to connect with customers in new ways, respond to their requests effectively and according to their preferred mode of communication," said John McElroy, Customer Services Manager, Devon & Cornwall Housing Group.

Alan Robotham, Group IT Manager said: "Reliability and cost effectiveness are important for us. Using ShoreTel means we have a single, resilient communications system at all our sites. If one site were to fail, it can be seamlessly backed up by any other, without the need for us to buy additional hardware to create a costly duplicated network."

"Unified Communications is no longer the reserve of high tech companies," said Mark Swendsen, Managing Director EMEA at ShoreTel. "The housing sector, led by organisations such as the Devon and Cornwall Housing Group, is now seeing UC as a powerful way to offer high-quality customer services, improve employee efficiency and meet future customer needs,"

The 340-user ShoreTel deployment at the Devon and Cornwall Housing Group includes:

  • A ShoreTel Unified Communications System
  • ShoreWare Director
  • ShoreWare Call Manager
  • ShoreWare Mobile Call Manager for Blackberry users
  • ShoreTel Certified Syntellect Customer Interaction Manager contact centre solution
  • SMS Gateway from VoiceConnect

About Devon & Cornwall Housing Group

Devon and Cornwall Housing Group is more than just a landlord. The group works with local communities across Cornwall and Devon, offering housing, support, regeneration and new development.  They manage 17,000 properties throughout Cornwall and Devon, employing 700 staff. The group builds about 250 new homes each year and runs "care & repair" home improvement agencies across the two counties. They operate seven "Foyers" which provide a total of 119 homes for young people and have drop in "checkpoints" where young people can access homelessness related advice. The group voluntarily participates in regular customer service benchmarking to learn more about new ways to improve service to residents.

About ShoreTel, Inc.

ShoreTel, Inc., (NASDAQ: SHOR) is the provider of brilliantly simple Unified Communication (UC) solutions based on its award-winning IP business phone system. We offer organizations of all sizes integrated, voice, video, data, and mobile communications on an open, distributed IP architecture that helps significantly reduce the complexity and costs typically associated with other solutions. The feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and use. Increasingly, companies around the world are finding a competitive edge by replacing business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business communication. ShoreTel is based in Sunnyvale, California, and has regional offices in Austin, Texas, United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit

About Datasharp

Established in 1980, Datasharp has 50 UK offices and is a specialist systems integrator focused on understanding strategic business needs of the Customer and delivering competitive advantage and productivity gains through innovation.

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