History
Micro Focus, a member of the FTSE 250, provides innovative software that allows companies to dramatically improve the business value of their enterprise applications. Micro Focus Enterprise Application Modernization and Management software enables customers’ business applications to respond rapidly to market changes and embrace modern architectures with reduced cost and risk.
Micro Focus has more than 30 years of expertise and more than 15,000 customers including more than 70 of the Fortune Global 100 companies and one million licensed users.
Requirements
Micro Focus had an ageing Nortel Meridian Option 11 installed in its UK Headquarters in Newbury and were in the process of rolling out the Nortel BCM50 / 400 to its other offices worldwide when it was discovered that OCS integration was not available via the BCM.
An additional problem was the ageing Telequant Call Centre solution that was soon to become ‘end of life’ with no ongoing support.
The ongoing cost of support on the Nortel Meridian Option 11 was also a consideration with many simple tasks unable to be carried out in house by Micro Focus.
Solution
Micro Focus installed a ShoreTel communications system from accredited Reseller Datasharp Telephony Solutions.
With the assistance of ShoreTel partner Datasharp UK, the Micro Focus evaluated a number of systems and selected ShoreTel’s solution. It proved to be the most user-friendly, offered the best value for money, and above all, enabled staff to communicate more effectively and deliver better service to customers.
The ShoreTel solution could be installed throughout Micro Focus’ worldwide locations using ShoreTel’s GAP program meaning Micro Focus only needed to deal with one central point of contact.
Micro Focus installations to date include Newbury, Rockville USA, Milan, Madrid, Sofia, Hoopdorf, Paris, Detroit, Tokyo and Sydney with a planned roll out to numerous other locations globally.
Benefits
There were a number of key drivers in Micro Focus choosing the ShoreTel solution, they were particularly taken by the ease of use of the handsets and the software applications. There were also other key benefits, these included:
- Single image database across all systems
- Manageability
- Survivability
- Flexibility
- Integration with 3rd party software applications
- Open API architecture
- Instant Messenger
- Enterprise Contact Centre
The ShoreTel phone system has provided a cost effective platform with much increased functionality over the original system.
Had they continued with their old solution they would have been locked into using a legacy phone system with only basic functionality – thereby missing opportunities to collaborate more effectively with, for example, ad-hoc phone conferencing, reviewing voice messages in Outlook and diverting calls to mobile devices.
What the client said
"
We chose Datasharp Telephony Solutions because of their unique approach to customer services and because we felt they were interested in Micro Focus as a business. In deciding upon our supplier and their solution, price was quite a key factor as was the dedication of both sales and technical staff to design the solution for us and to answer our many questions.
"
Nicola Woodman