SUPERIOR COURT OF CALIFORNIA, COUNTY OF NAPA SUCCESS STORY

ShoreTel Wins in Court…Again CHALLENGE:

• TheCourt’sToshibatelephonesystemwasnolongerbeingsupportedandtheorganizationwanteditsphonesystemtoprovidemorefeaturesforemployees,includingrichworkgroupandcallcentercapabilities.

SOLUTION:

• ShoreTelprovidedtheCourtwithShoreTelVoiceSwitchesandShorePhoneIPtelephonesforthethreelocations.

BENEFITS:

• ShoreTeleasilyintegrateswiththeCourt’sotherbusinessapplicationsaswellasspeechrecognitiontechnology,whichsignificantlyenhancescustomerservice.

• Thein-depthreportingfeaturesoftheShoreTelsystemprovidessupervisorswiththoroughinformationforplanningworkschedulesandothermanagementpurposes.

• ShoreWareDirectorsimplifiesmanagementsothatthesolutioniseasilymanagedin-housebytheexistingITstaff.

Inlate2005,theSuperiorCourtofCalifornia,CountyofNapa,hadaToshibaDK-424telephonesystemandanoutdatedOctelSerenadevoicemailinplace,butmuchoftheequipmentwasnolongerbeingsupported.ThesystemwasalsounabletoallowCourtemployeestobeamemberofmorethanoneACDqueue(workgroup).Withasmallstaff,thislimitedtheorganization’soptionsofprovidingoptimalphonecoverage.Finally,managementofthesystemwasdifficultandsystemreportingfeatureswerelacking.

TheCourtdecideditwastimetogivethesystemanoverhaulandenlistedtheservicesofanunbiasedandindependentconsultant,RichardHodges,GreenIT,tobegintheselectionprocess.BecausetheindustrywasheadingtowardVoiceoverIP(VoIP),theCourtwantedtofocusitssearchonthesekindsofsolutions.Theconsultantcameupwithalistoffoursolutionstoconsider:Cisco,Mitel,InteractiveIntelligenceandShoreTel.

The DecisionAfteralmostayearofresearch,whichincludedseeingproductdemonstrations,learningtheindividualproductfeaturesandtalkingtocustomer

references,theCourt’sITteamdecidedontheShoreTelsolutionandissuedaRequestforProposal(RFP)toShoreTelpartnersforimplementationservices.ThecourtselectedShoreTelprimarilyforthesystem’srobustfeatureset,simplicityofmanagement,andabilitytointegrateeasilyandseamlesslywithotherbusinessapplications.

“TheShoreTelsystemofferssomanyfeaturesandissoeasytomanage,”saidJeannetteVannoy,InformationTechnologyManagerfortheCourt.“WealsoappreciatedthatShoreTelisinfrastructure-independentanddoesnotrequireanentirenetworkoverhaul.”

SuperiorCourtofCalifornia,CountyofNapa,selectsShoreTelforrobustcallcenterandreportingfeatures.

ShoreTel and Superior Court of California, County of Napa PAGE 2

Making the SwitchWiththehelpofitsresellerpartner,ShoreTelprovidedtheCourtwithfourShoreGear120/24voiceswitches,aShoreGear-T1voiceswitch,andmorethan140ShorePhoneIPtelephonesforitsthreesites.ShoreWareDirectorisusedtomanagetheentiresolutionthroughitsintuitivebrowser-basedinterface.

Enhanced Productivity TheShoreTelsystemprovidesCourtemployeeswithpowerfuldialingaswellascallandmessagemanagementfeatures.WithShoreTelAnyPhone,employeescanmovelocationsandre-assigntheirownextensionssotheydonotmissanycallswhiletheyareworkingfromadifferentdesk.

WithShoreWarePersonalCallManager,employeescanquicklytypeinaname,bringupanumber,andmakecallsfromlocalonlinedirectories—allwiththeclickofamouse,rightfromthedesktop.TheabilityoftheShoreTelsystemtotrackphonecalls,exportanddistributeoriginalvoicemailmessagestoonepersonoragroupofpeople,andkeeparunninghistoryofcallsintoeachnumberishelpfulincontinuallymonitoringandimprovingcustomerservice.

InadditiontothepowerfulPersonalCallManager,ShoreWareOperatorCallManagersoftwareprovidesCourtoperatorswithkeyinformationandcontrol,enablingasignificantlyhigherlevelofpersonalizedattentionforcallers.Forexample,beforeevenansweringanincomingcall,acall-routinglogdisplaysthecaller’sexperiencewithinthesystemtotheoperator.Beforetransferringthecalleranyfurther,thecall-transferscreenalsodisplayswhoisavailableandwhoisnot,avoidingthepossibilityofsendingcallerstoanextensionthatisbusy.Withthecompleteorganizationattheirfingertipsaswellasknowledgeaboutthecallingandcalledparty,operatorscantransfertoextensionsasnecessary.

Better Customer ServiceTheCourtisalsoutilizingShoreTel’sWorkgroupswhichenablesittoconsolidateinquirycallstoonenumber,andcallsareroutedtothenextavailablecallcenterstaffmember.TheCourthasspecificworkgroupssupportingeachofitsdivisions,includingCivil,Traffic,FamilyCourtServices,theCriminalDivisionandmore.ThereisalsoaworkgroupdedicatedtoSpanish-speakingcallers.Thecallcenteragentsinthisworkgroupalsobelongtootherworkgroups,whichisafeaturetheShoreTelallowsandtheoldersystemdidnot.

“WithShoreTel,individualscanbelongtoasmanyworkgroupsasnecessary,whichwasn’tpossiblewiththeoldsystem,”saidVannoy.“Havingagentsbelongtomultipleworkgroups,withrollovercapabilitiesandsharedworkgroupvoicemailboxes,hasallowedustoprovidebroaderphonecoveragetogetcallsansweredmorequickly.ShoreTelAnyPhoneallowsworkerstologinfromanywhereacrossallofourlocations,whichwealsocouldnotdobefore.ShoreTelhasimprovedproductivityinsomanyways.”

ShoreTelWorkgroupsprovidesbasicreportingcapabilitiestohelptheCourtmeasurecallvolumeandmakeworkschedulechangesasnecessary.AWorkgroupcanhaveandadvertiseitsownphonenumbersothatcitizenscallinginforaspecificpurposegetrightthroughtothatdepartment.

“It’sveryhelpfulthatwecanshowmanagementthestatisticsforallofourworkgroups,suchashowlongcallsaretakingandwhotheagentsaretalkingto,”saidVannoy.“Thisisgreatinformationforplanningandmanagementpurposes.”

TheCourtisalsoutilizingShoreTel’shuntgroupfunctionality,whichallowsmultiplecallroutingoptionstoensurethatcallsareansweredbyapersonratherthanvoicemail,byhavingprimaryandbackup

“The ShoreTel system offers

so many features and is so

easy to manage. We also

appreciate that ShoreTel is

infrastructure independent

and does not require an

entire network overhaul.”

Jeannette VannoyInformationTechnologyManager,SuperiorCourtofCalifornia,CountyofNapa

ShoreTel and Superior Court of California, County of Napa PAGE 3

operatorsinthesame—oradifferent—location.Withhuntgroups,whenapersonisonthephoneorunavailable,callsareroutedtoanotherextension,preventingcallersfromunnecessarilyreachingvoicemail.Callscanalsoberoutedtotheoperatorandifheorshedoesn’tanswer,thecallcanthenbesentbacktotheintendedperson’svoicemail.

Finally,ShoreWareAuto-AttendantprovidestheCourtwith24-hourautomatedcallansweringandroutingtoimprovecustomerservice.Outgoingpromptscanbecustomizedandlinkedtothetimeofdayand/ordayofweek.Individualgroupscanalsohavetheirownmenuswithuniquegreetingsandoptions.TheCourthastakenthisfeatureastepfurtherandintegratedaspeechrecognitionsolutionwithit.

“Weintegratedourinteractivevoiceresponse(IVR)andspeechrecognitionsoftwarewiththeShoreTelsolution,”saidVannoy.“Theauto-attendant‘understands’EnglishandSpanishanddirectscallstotherightworkgroupaccordingly.We’vealsointegratedShoreTelwiththeCourtcaseandjurymanagementIVRapplications.TherearenoforeseeablelimitstohowwecancontinuetoimproveserviceswiththeShoreTelsystemandtheintegrationofourotherbusinessapplications.”

Simplified Management and Reduced CostsShoreTel’sShoreWareDirectorisabrowser-basedmanagementinterfacethatprovidestheCourtwitheasyaccesstothesystemfromanywhereonthenetwork.ThroughShoreWareDirector,anetworkadministratorcanmanageeverysite,includingvoicemail,automatedattendantanddesktopapplications.Toaddanewuser,anadministratorsimplyclicksabuttonandenterstheuser’sname,andthisautomaticallyupdatesthe

centralizeddatabaseandeveryvoiceswitch.Atthetimethenewuserisadded,amailboxisautomaticallycreated,theautomatedattendantdial-by-nameandnumberfeatureisupdated,andonlinedirectoriesarerevised.Theentireprocesstakesjustafewsecondsanditisjustaseasytomakechangestothesystem.WithShoreTel,theCourtdoesnotneedadedicatedphonesystemsupportteam—theircurrentteamsupportsboththeITinfrastructureandthephonesystem.

“BecausetheShoreTelsystemissoeasytomanage,ithasbeenalogicalstepfortheITstafftoembracethetechnology,”saidVannoy.“Atthesametime,usersarenotafraidofthesystemandthey’reincreasinglyusingmoreandmoreoftheShoreTelfeatures.”

Case ClosedTheCourtispleasedwithitsdecisiontogowithShoreTel.AccordingtoVannoy,“ShoreTelhashelpedusbringtogetherdisparategroupstoworktogethertowardcommongoals.Forexample,ourSpanish-speakingemployeesareworkingmorecloselytogethertofigureouthowbesttoserveSpanishspeakingcitizens.Theabilitytointegratesoseamlesslywithourotherapplicationsisalsoatremendousbenefit.We’remorethanpleasedwiththeShoreTelsystem.

“There are no foreseeable

limits to how we can

continue to improve services

with the ShoreTel system

and the integration of our

other business applications.”

Jeannette VannoyInformationTechnologyManager,SuperiorCourtofCalifornia,CountyofNapa

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About ShoreTel

ShoreTel is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award winning, all-in-one IP phone system, UC and contact center solution, and its industry leading hosted business phone system, workers enjoy a freedom and self-reliance that other providers can’t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com