ShoreTel Releases Enhanced Online Portal for Cloud Customers

Updated: May 22, 2012

ShoreTel Releases Enhanced Online Portal for Cloud Customers

ShoreTel® (NASDAQ; SHOR), the leading provider of brilliantly simple premise and cloud-based business phone system and communication solutions with fully integrated unified communications (UC), announced the release of M5 Portal, an enhanced customer administrative tool and business intelligence interface for its cloud phone system. M5 Portal will be free to all existing M5 customers.

M5 Portal is a new simplified interface for ShoreTel cloud-based phone system users and administrators. It provides users with a single application for managing user preferences, system configuration and business intelligence data. The portal gives individual users the access they need to set preferences such as personal call routing, manage voicemail and review call statistics through a simple, easy-to-use Web interface. For managers, the M5 Portal is the window into business activities including sales performance, service levels and staffing efficiency.

M5 Portal includes phone-based business intelligence and analytics that can be assessed using detailed reports and customized dashboards. Individual users will see information related to their own phone use, while authorized managers will see information for the entire organization.

One powerful example is the Live Answer Service Metric, which identifies how often a client or prospect calls a business but is unable to reach a “real” person. With most phone systems, this figure is difficult to uncover outside of the call center, but it is included with the M5 Portal. ShoreTel cloud customers know exactly how many calls reach a live person, regardless of which line is called or how many auto-attendants are used to direct the call. This sophisticated, but easy to use, key performance indicator lets management understand this vital statistic for the whole company or any individual phone number.

“Brilliantly simple is at the core of ShoreTel’s DNA and we are committed to giving our customers powerful tools that are easy to use,” said Jeff Valentine, vice president of product for ShoreTel’s Cloud Division. “By bringing all of our user and administrative capabilities into one interface, we’ve made it as simple to manage your personal phone preferences as it is to access the wealth of business intelligence that the portal provides.”

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