SUNNYVALE, Calif., Aug 02, 2011 — ShoreTel(R), the leading provider of brilliantly simple IP phone systems with fully integrated unified communications (UC), today announced that, for the eighth year in a row, it has received the highest ratings for IP telephony products from IT decision makers in the Nemertes Research annual PilotHouse Awards report.
The high ratings earned ShoreTel the Nemertes PilotHouse Award for Top IP Telephony Provider among Market Challengers. Nemertes, an independent research firm based in Illinois, received ratings for 22 IP telephony vendors and determined the award solely on the views and experiences of more than 2,000 actual users of IP telephony systems.
ShoreTel’s overall score of 4.32, was above all vendors examined.
Customers rated their providers on a scale of 1 to 5 in the following categories: Technology, Customer Service, and Value. ShoreTel scored above a 4 rating in all categories. Nemertes analysts also conducted in-depth conversations with a subset of IP telephony decision-makers to understand the reasons behind the results.
– Technology: Technology ratings examine how customers view sophistication, features and implementation of the product. ShoreTel received a rating of 4.18 for technology. The report states, “ShoreTel has kept pace with technology innovation, invested in and integrated mobility into its platform through its Agito acquisition, and provides the integrated UC functionality including conferencing and high-quality desktop video that its IP telephony customers want.”
– Customer Service: Customer-service ratings look at technical support, responsiveness to deployment issues, sales support and general customer care. ShoreTel received a 4.18 rating for customer service, surpassing last year’s score of 4.10, with the report noting that ShoreTel has built its brand on solid customer service.
– Value: The value rating measures what customers think about what they get for their money. With a score of 4.65, ShoreTel received the highest score of all the IP telephony vendors in any market category. The report cites IT professionals feel the solution is affordable and easy to implement and operate. Respondents told Nemertes they “get a good bang for their buck” and the IT director of a midsize transportation company said plainly, “I like the simplicity.”
“What makes ShoreTel successful is our focus on clear product differentiation, low total cost of ownership and our commitment to continuously improving customer satisfaction. Adding new capabilities such as mobility to drive new revenue streams, product simplicity and quality shows our focus on Brilliant Simplicity is working. We are honored to win this award for the eighth year running as this demonstrates that we continue to deliver on these promises.”
- Peter Blackmore, CEO, ShoreTel
“For the unprecedented eighth straight year, ShoreTel claims the top prize in IP telephony. ShoreTel obviously is doing something right; no vendor ever has consistently won the same category multiple years as ShoreTel has in IP telephony.”