Concern Worldwide, Ireland's largest international humanitarian organisation, has selected ShoreTel for its Unified Communications and Contact Centre solutions. The ShoreTel telephony solution enables Concern to manage its calls more effectively and improve the efficiency of its workforce.
Concern Worldwide is a non-governmental organisation (NGO) that works with the world's poorest people to transform their lives. For over 40 years, Concern has worked in partnership with local communities in some of the poorest countries in the world to tackle hunger and become better prepared for future crises. The agency has a network of 3,500 employees, with 200 based at its headquarters in Dublin.
In order to successfully manage the huge amount of activity, from external donations to internal communications, Concern made a strategic decision to update its telephony system. Concern began a lengthy evaluation process in order to identify a system that could address its needs. The agency turned to ShoreTel and the installation, carried out by channel partner Phone Pulse, was completed smoothly in less than one month.
David Lang, Sales Director at Phone Pulse, said: "The ease of deployment was apparent as the implementation went very smoothly, and we are confident that choosing ShoreTel has helped Concern to continue its remarkable work throughout the world."
ShoreTel's UC solution brings together VoIP telephony, instant messaging, conferencing, mobility, plus presence and collaboration capabilities into a seamless business environment. Concern is now enjoying improved internal and external communications, with a number of intelligent features, such as quicker access to voicemail and the ShoreTel Communicator, which helps the agency to manage its calls more effectively.
Concern is now looking to extend the implementation to more of its offices including Belfast and London.
"Concern Worldwide is doing tremendous work to help a great number of people," said Adrian Hipkiss, EMEA managing director and vice president at ShoreTel. "Any organisation, no matter the industry, requires smooth communications in order to make it work and the charity sector is no exception. We are pleased that ShoreTel's solutions can help Concern continue to provide support to those who need it most."