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Customers Rank ShoreTel Number One in IP Telephony Satisfaction

Overall Market Leader in Nine Categories - Four Consecutive Years
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SUNNYVALE, CA, May 10, 2007 - ShoreTel, Inc., a leading provider of enterprise IP telephony solutions, today announced the findings of a new report by the independent research firm Nemertes Research that ranked ShoreTel number one in customer satisfaction. For the fourth consecutive year, ShoreTel ranked the highest in all categories surveyed: value, technology, Value Added Reseller (VAR) expertise, management tools, customer service, solution experience, product features, installation and performance. ShoreTel believes that its high marks correlate with its distinctive approach to IP telephony, which is based on a distributed software architecture and a switch-based hardware platform that enables the reliability, scalability, administrative capabilities, and ease-of-use that IT departments require.

This year's report, "Building the Successful Virtual Workplace: VoIP Review: Product, Services, Architecture," surveyed 120 IT professionals throughout multiple vertical markets. Based on a scale of 1-5, ShoreTel's performance in the areas of "value" and "customer service" trumped the performance of its IP telephony competitors, scoring 4.71 for value and 4.29 for customer service.

Reasons for these high rankings include ShoreTel's operational and capital costs. Survey respondents also specifically mentioned key features like voice mail and unified messaging, which come with ShoreTel's basic system and does not require a separate purchase or integration. Another factor cited in the survey was the relative ease involved in integrating ShoreTel's IP telephony system with legacy equipment.

"Overall, we are seeing consistent growth in the number of deployments, as nearly all organizations are doing something with VoIP. We are now at the point that we are starting to see larger enterprises adopt an evolutionary approach to the technology," said Robin Gareiss, Nemertes executive vice president and senior founding partner. "Based on the research with 120 IT executives, we expect ShoreTel to continue its strength and momentum in the market by leveraging its unique approach to IP telephony for the enterprise. The company has been moving upstream with some recent large customer wins."

ShoreTel also scored exceptional performance ratings in management tools (4.19), ease of implementation and troubleshooting (4.68) and product features (4.54). According to survey respondents, ShoreTel's IP telephony systems are simple to install, and once they are up and running, they are also easy to operate.

"The results of the Nemertes survey highlight ShoreTel's commitment to provide enterprise customers with a converged IP telephony system that is flexible, reliable and easy to use," said John W. Combs, ShoreTel's president and chief executive officer. "These rankings are important, as they serve as a testament to our commitment to customer satisfaction. They also underscore the value that is derived from our distinctive architectural approach to IP telephony."

About Nemertes Research

Nemertes Research is an independent research firm that quantifies the business impact of technology, providing objective, real-world insights that help clients optimize their IT investments. Nemertes works closely with a representative sample of 3,800 U.S. and European IT professionals who oversee budgets ranging from $100,000 to more than $1 billion, and who provide Nemertes with ongoing insight into the drivers behind their technology purchasing decisions. The Nemertes team has close, long-term relationships with these technology leaders, who hail from industries such as financial services, pharmaceuticals, manufacturing, insurance, entertainment, government, education, retail, and nonprofits.

About ShoreTel, Inc.

ShoreTel is a leading provider of enterprise IP telephony solutions. ShoreTel voice systems provide customers with a number of key benefits, including ease of use, manageability and lower total cost of ownership than alternative solutions. ShoreTel's distributed software architecture and switched-based hardware platform extend enterprise-class voice services to every office and outpost, keeping employees fully connected wherever they go. Founded in 1996, ShoreTel has achieved broad industry recognition for its technology and high customer satisfaction. For the last four years, IT executives surveyed by Nemertes Research, an independent research firm, have rated ShoreTel highest in customer satisfaction among leading enterprise telecommunications systems providers. A select, worldwide group of channel partners provide service and support. ShoreTel is headquartered in Sunnyvale, California, and has regional offices in the United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit or call 1-877-80SHORE.

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