Unified Communications Featured Article

Boston Red Sox UC Infrastructure to be Fueled by ShoreTel

October 05, 2015

The Boston Red Sox have announced that they’ll be implementing a ShoreTel package to optimize employee productivity and streamline communication with fans.

The MLB team will be trading an older Avaya system for the ShoreTel P-PBX solution with integrated unified communications, ShoreTel Enterprise Contact Center, ShoreTel Conferencing, and ShoreTel Mobility.

The new system will allow the team to address the precise business model of a professional sports team, namely the multiple important worksites, mobile workforce, and intense dedication to customer (fan) relations. Luckily, ShoreTel is familiar with the model: they currently provide UC for four other professional baseball teams (the Marlins, Giants, Dodgers, and Indians).

Brian Shield, vice president of technology for the Red Sox, weighed in, "The goals for our new communications system are to improve employee productivity and efficiency, simplify maintenance and reduce costs – we're confident ShoreTel will meet all of these requirements and more. I estimate we'll save at least $25,000 per year on managed services costs alone.”

In addition to the cost benefit ShoreTel brought to the organization, Shield went on to commend ShoreTel Mobility, noting that “With so many traveling personnel, we need mobile phones to be an extension of the office, and ShoreTel Mobility will be critical to making staff as productive as possible.”

ShoreTel was chosen in part for its ability to deliver call analytics and limit hold times, showing the Red Sox’s focus on providing a revamped customer experience.

The Red Sox decided on ShoreTel after working with the UC company’s partner, Harbor Networks. ShoreTel solutions will be implemented in the Red Sox parent company offices in Boca Raton, FL, at their Ft. Myers FL JetBlue Park spring training facility, and, of course, in the Fenway front office and call center.

 The full system will kick off with 2016 baseball season. 

Edited by Maurice Nagle

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