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This enterprise cases study explores the deployment of new customer service capabilities at a major business services organization.


  • ShoreTel is a provider of cloud, premises-based and hybrid business telephony, and unified communications solutions that eliminate complexity, reduce cost, and improve productivity. In 2011 it deployed Salesforce Sales Cloud – and in 2014, Service Cloud – to track customer cases more efficiently and unified than was previously being achieved.

Features and Benefits

  • Evaluate the evolving customer service requirements faced by services businesses today.
  • Understand how technology was applied to meet the challenges faced.

Key questions answered

  • What features were deemed most valuable in the selected customer service solution?
  • How did the organization benefit from rolling out new capabilities to its customer service organization?

Table of contents


  • Author

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