superior court of california, county of napa success...
TRANSCRIPT
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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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