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Being the Best Isn't Easy But We've Done It Five Years in a Row

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At ShoreTel we're always eager to share the tremendous feedback we get from our customers in the form of press releases and case studies. But it's especially rewarding when a respected and independent third party details not only the high level of customer satisfaction but also names ShoreTel as the Best Overall VOIP Provider. Well, that's what Nemertes Research recently did for the fifth year in a row.

The award was based on responses from 426 customers of 24 VOIP providers, and in rating ShoreTel at the top overall, our customers focused on several aspects of our technology and features including our distributed architecture, built-in redundancy, and ability to scale by stacking additional switches; our handsets and switch capabilities; and our ease of deployment. We got raves for our ability to understand business requirements and craft solutions that meet customer needs, and for listening to suggestions for upgrades and improvements. Our customers also like that ShoreTel's capital, implementation, and operational costs are lower than for most competitors.

To say I'm proud of this achievement is an understatement. The determination to exceed customer expectations is at the very core of our business philosophy, company culture and business operations. Every member of the ShoreTel ecosystem - our employees and those of our distribution partners - understands this, and it impacts how we design and engineer our products, how we choose partners to work with, how we package and sell our products, and how we approach serving customers by focusing on supporting their business goals. In the end, it's immensely gratifying to have our hard work rewarded by customer praise.

While proud, I can't say that I am surprised. We measure customer satisfaction with the same level of intensity as we do revenue and profitability. Our customer satisfaction rating system is managed by an independent third-party organization, and the very rigorous system is the basis for financial incentives for the ShoreTel team and our partners. We receive responses from 55% of our new customers, and the results indicate we have been at world-class customer satisfaction levels for the past 11 quarters in a row!

Being named the Best Overall VOIP Provider by a respected independent research group indicates that a company has managed to put it all together: technology, features, quality, and customer service. To be the best five years in a row is a testament to the very DNA of our company and our unswerving commitment to staying focused on what matters most to our customers.


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