NSC Shoretel

National Software Centre invests €100,000 in ShoreTel telephony system

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Pictured: Pictured: John Feeney, Invistech; Barry Dillon, ShoreTel; Sue O’Brien, National Software Centre

10 February 2015

The National Software Centre (NSC) has invested €100,000 in a new telephony system from ShoreTel, leading to decreased customer support costs and improved functionality.

Based in Cork, the NSC serves as a managed services centre for more than 60 companies across multiple disciplines, including technology, engineering and telecommunications. More than 300 people are based in the centre and up to 500 calls come through its reception each day.

The solution, Shoretel Director, was sourced by Invistech, an IT company based in Cork.

Overall, call support costs have reduced from €40,000 to €7,000 since implementation. The solution has also added video conferencing, mobility and presence capabilities scalable up to 12 ways, with redirection of voicemail to e-mail and instant messaging.

Sue O’Brien, facilities manager, NSC, said: “We are extremely happy with the impact that ShoreTel Director has had on our centre. Internally it has been very easy to deploy and is a lot less time consuming that going through a third party. It has reduced costs significantly and made our day-to-day operations far more streamlined and efficient.

“I do not have a technical background, but the ShoreTel solution means I can control the unified communications system in ways that I would have previously had to call on third party support for. The new interface also means we have enhanced services to offer our clients, without any disruption to their operations. The implementation was painless for us as Invistech installed the solution over one weekend without any fuss or interruption to call flow or productivity.

“We are making significant cost savings and are delighted to have found the ideal solution for our requirements.”

Barry Dillon, regional sales director, ShoreTel, said: “The businesses located out of the NSC are all early adopters of technology and as such are really embracing all of the features offered by our solution. The ShoreTel system makes it simple for businesses to have control of their telephony solution, reducing administration time and support costs, while also delivering the most advanced UC capabilities.”

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