Sunday, 14 December 2014

Concern Worldwide Improves Communications with ShoreTel Telephony System

ShoreTel, the leading provider of brilliantly simple phone systems and unified communications (UC) solutions, today announced that Concern Worldwide, Ireland's largest international humanitarian organisation, has selected ShoreTel for its Unified Communications and Contact Centre solutions. The ShoreTel telephony solution enables Concern to manage its calls more effectively and improve the efficiency of its workforce.

Concern Worldwide is a non-governmental organisation (NGO) that works with the world's poorest people to transform their lives. For over 40 years, Concern has worked in partnership with local communities in some of the poorest countries in the world to tackle hunger and become better prepared for future crises. The agency has a network of 3,500 employees, with 200 based at its headquarters in Dublin.

In order to successfully manage the huge amount of activity, from external donations to internal communications, Concern made a strategic decision to update its telephony system. Concern began a lengthy evaluation process in order to identify a system that could address its needs. After evaluating the capabilities of solutions from Avaya and Microsoft, the agency turned to ShoreTel because it was able to address the NGO's specific demands, while offering excellent value for money for the feature set available. The installation, carried out by channel partner Phone Pulse, was completed smoothly in less than one month.

David Lang, Sales Director at Phone Pulse, said "Phone Pulse has seen significant success as a ShoreTel Partner, and were extremely happy that Concern chose ShoreTel. The ease of deployment was apparent as the implementation went very smoothly, and we are confident that choosing ShoreTel has helped Concern to continue its remarkable work throughout the world.

Built on its brilliantly simple business VoIP phone system, ShoreTel's UC solution brings together VoIP telephony, instant messaging, conferencing, mobility, plus presence and collaboration capabilities into a seamless business environment. Concern has immediately reaped the benefits of the solution with improved internal and external communications, with a number of intelligent features, such as quicker access to voicemail and the ShoreTel Communicator, which helps the agency to manage its calls more effectively.  The installation has been so successful that Concern is now looking to extend the implementation to more of its offices, including Belfast and London.

"When working with a worldwide network of people, the ability to seamlessly communicate is an absolute necessity," said Vincent P. Richardson, Chief Information Officer, Concern. "ShoreTel's solutions have been an absolute dream to work with - they were implemented very quickly and the results have already been significant. With ShoreTel's technology we are working more efficiently as an organisation, enabling us to help more people.

 "Concern Worldwide is doing tremendous work to help a great number of people," said Adrian Hipkiss, EMEA managing director and vice president at ShoreTel. "Any organisation, no matter the industry, requires smooth communications in order to make it work and the charity sector is no exception. We are extremely pleased that ShoreTel's solutions can help Concern continue to provide support to those who need it most."