Milwaukee Brewers Tap ShoreTel for Comms Overhaul

ShoreTel has announced that the Milwaukee Brewers are relying on a ShoreTel solution to increase employee productivity and improve communications between staff and fans.

The team decided to replace its 16-year-old communications system. Working closely with ShoreTel channel partner Converged Technology Professionals, the team purchased a ShoreTel onsite solution with conferencing, integrated enterprise contact center, integrated Microsoft Dynamics CRM and the ShoreTel Hybrid Scribe application via the cloud, which provides transcription of voicemails into email text.

ShoreTel is now being used by 250 staff members at Miller Park, along with 70 contact center agents, and the system will be rolled out to the team’s Phoenix Spring training facility in the future.

“From the very first demo to the day-to-day use now, we like the simplicity of the ShoreTel solution – for end users and administrators alike,” said Nick Watson, vice president of information technology at the Milwaukee Brewers. “The web-based system management makes user administration fast and efficient. For employees, the solution delivers reliable, top-quality service with features that can make them more productive.”

Watson notes that with ShoreTel, everyone has the ability to use built-in tools like Instant Messaging, Presence status, and call handling options that enable calls to be routed to mobile phones or other locations.

The Brewers have two ticket office groups and the transition to ShoreTel Enterprise Contact Center has been smooth, the companies said. Soon, Watson and team will add integration to their Microsoft Dynamics CRM system, to further improve agent productivity.

“We are honored to be the trusted provider for the Brewers, and it has been fantastic working with Nick and the whole IT team on their ShoreTel system,” said Chris Frey, vice president of operations at Converged Technology Professionals. “We’re big fans of ShoreTel and of the Brewers, and know their communications system will deliver winning results for the team.”

The Brewers are the sixth professional baseball team to select ShoreTel for their communications needs, joining the San Francisco Giants, Los Angeles Dodgers, Boston Red Sox, Cleveland Indians and Miami Marlins.

VIEW RELATED: OneStream SIP Networking Certified with ShoreTel