A new report by the independent research firm Nemertes Research has 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 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.
“Overall, we are seeing consistent growth in the number of deployments, as nearly all organisations 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.”