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Traditional and virtual system architecturesLegacy Services

ShoreTel Version 14.2 is "Virtually there"!

We have previously argued that ShoreTel should shed the hardware business and focus on software development only.  Just our opinion and personal hangup!  We believe that unless you have the Market Capitalization of an Apple, it is hard to…
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Buy sell and hold decision cubeLegacy Services

ShoreTel Stock Update - Should Mitel and ShoreTel Merge?

Back in the summer we did a blog on ShoreTel from a Shareholders perceptive.    There were a number of issues troubling us which did not seem to make sense and for which we, as outsiders, could not fully appreciate.   Having purchased ShoreTel…
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WebRTC browser communications illustrationCompany & Perspectives

WebRTC to change the Contact Center For Ever! Enter Amazon Mayday Button!

Last month we wrote that we believed that webRTC had the potential to change the business communications landscape forever especially as it related to contact centers!  Little did we know that in less than a month, Amazon would do just that…
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WebRTC conference interfaceLegacy Services

WebRTC, ShoreTel ECC and CISCO UCCX?

What is WebRTC?   Think of it as a teleconferencing system built right into your browser!   For some time now, call centers have been slowly integrating web chat functionality into the call center tool set.   Visitors to the company website…
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Telephone hold buttonLegacy Services

A Cure for the common Hold?

The Symptoms  - Help!  My on-hold recording warbles like a wounded canary!  If your customers are kvetching over the aches and pains of listening to your wobbly, distorted on-hold recordings, it's time to seek medical help. The Causes - The…
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Gotcha illustrationLegacy Services

Most Annoying Business VoIP Marketing Gotcha's

If you have ever tried to decide on a new hosted business VoIP solution for your company, then you have most likely run into, and been frustrated by some of the "gotcha's" that VoIP company's use to get you to consider their service above all…
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ShoreTel branded ship photographLegacy Services

What is going on at ShoreTel now?

I very seldom comment, in this technology blog, on company policy and just try to stay focused on VoIP.  This time I am speaking out as a ShoreTel Shareholder.You know, one of the people who bought into the $10 a share IPO (at about the time…
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Cisco UCCX and ShoreTel ECC script comparisonLegacy Services

CISCO UCCX or ShoreTel ECC – CCadmin script and power to the Supervisor!

If you have managed a contact center of any size, sooner or later, you will be asked to make a change on demand.    A contact center supervisor feels the need to have a "team" meeting in the middle of the work day and needs the entire staff…
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Multilingual contact center scripting editorLegacy Services

Compare ShoreTel ECC and CISCO UCCX - Handling Language Options

Anyone who has been deploying telephone systems for any length of time has run into the "language" issue.   Though I am personally tired of having to "Press one" for English, the fact remains that we market on a global basis even if we are…
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iPhone Android and Windows phonesLegacy Services

Should You Run Your Company from Smartphones?

With an estimated 45 percent of Americans now using smartphones (66 percent for those under 30), it smartphones are starting to bleed into the enterprise. And now some businesses are beginning to evaluate whether they can manage their phone…
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Callback script comparison previewLegacy Services

Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!

It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…
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Cisco extension mobility telephone interfaceLegacy Services

Compare ShoreTel and CISCO - Extension Mobility Options!

Do you run a business in which the day shift and the night shift share the same telephone instrument?   This is a very common feature requirement in call centers, help desks and order lines.   In the Health Care Profession,  a very common…
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