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ShoreTel Receives CustomerSat ACE Awards for Second Year in a Row

ShoreTel Honored for Outstanding Achievement in Overall Customer Satisfaction and Technical Support Satisfaction
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SUNNYVALE, CA, November 5, 2008 - ShoreTel, Inc., (NASDAQ: SHOR), a leading provider of Pure IP Unified Communications (UC) solutions, today announced it has received two prestigious 2008 CustomerSat Achievement in Customer Excellence (ACE) Awards, which certify, acknowledge, and celebrate outstanding achievement in Overall Customer Satisfaction and Technical Support Satisfaction. The CustomerSat awards demonstrate both rigorous application of customer feedback processes and outstanding performance as measured by those processes.


  • This is the second year in a row ShoreTel has received an ACE award for Overall Customer Satisfaction
  • This year, ShoreTel also won an ACE award for Technical Support Satisfaction
  • ShoreTel's continued top ranking in customer satisfaction surveys has made it one of the fastest growing providers of distributed UC solutions globally. With ShoreTel's easy-to-use and extremely reliable and scalable IP-based UC solutions, businesses are seamlessly integrating communications with their business processes, creating a more productive and collaborative enterprise
  • ShoreTel has also recently won:
    • A 2008 INTERNET TELEPHONY Excellence Award from TMC®
    • "Best Overall VoIP Provider" in the Nemertes PilotHouse Awards for Unified Communications and Collaboration
    • A 2008 Unified Communications TMC Labs Innovation Award
  • ShoreTel's distributed architecture extends enterprise-class voice services to every office and outpost, keeping employees fully connected wherever they go. The IP-based ShoreTel UC solution delivers immediate results and can be easily expanded and customized for industry-specific needs, whether healthcare, government, retail, education, manufacturing or financial
  • ACE Award Selection Criteria - Qualifying performance is a combination of customer satisfaction, mean scores and top-box rating percentages maintained during the year. CustomerSat ensures the survey processes on which metrics are based are rigorous, defensible and repeatable. For more information, visit


"We are delighted to recognize ShoreTel for its commitment to achieving the highest levels of customer satisfaction. Other measures come and go, but satisfaction is the most enduring and consistent predictor of customer loyalty, which translates into revenue and long-term profitability. The CustomerSat ACE Award validates ShoreTel's ability to deliver on its promise to customers."

- John Chisholm, executive VP of MarketTools and general manager of the CustomerSat business

"Winning a CustomerSat award for Overall Customer Satisfaction for the second year in a row is proof that when we talk about our 'raving fans,' we aren't exaggerating. ShoreTel measures customer satisfaction performance daily, and offers both its employees and partners valuable incentives to ensure that every customer is delighted. ShoreTel and its vast network of partners are committed to delivering proven excellence with products and services that do everything they promise, and more."

- John W. Combs, chairman, president and CEO, ShoreTel

"We pride ourselves on creating and delivering the finest world-class products and experiences in the Pure IP unified communication marketplace. ShoreTel is excited to have received, for the second year in a row, the ACE Overall Customer Satisfaction award and delighted to add the ACE award for Technical Support Satisfaction. Our entire focus is on working with customers to provide them with cost-effective, easy-to-use solutions that meet their day-to-day needs and long-term communication goals, while also ensuring reliability, scalability and excellent customer service."

- Walter Weisner, vice president of global services, ShoreTel

About CustomerSat

CustomerSat, a MarketTools Company, is the leading provider of enterprise solutions for measuring, analyzing and managing enterprise-wide action based on customer satisfaction and loyalty feedback. With advanced technologies and proven market research techniques, CustomerSat delivers feedback solutions for service and support, sales and marketing, HR, channel and partner management, IT, Web site operations and e-commerce, supply chain management and investor relations. CustomerSat is headquartered in Mountain View, Calif., with offices in North America and Europe. For news, product demonstrations and other company information, visit or call 1.800.372.7772.

About ShoreTel, Inc.

ShoreTel, Inc., (NASDAQ: SHOR) is a leading provider of Pure IP Unified Communications solutions. ShoreTel enables companies of any size to seamlessly integrate all communications - voice, video, messaging and data - with their business processes. Independent of device or location, ShoreTel's distributed software architecture eliminates the traditional costs, complexity and reliability issues typically associated with other solutions. ShoreTel continues to deliver the highest levels of customer satisfaction, ease of use and manageability while driving down the overall total cost of ownership. ShoreTel is headquartered in Sunnyvale, California, and has regional offices in the United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit or call 1-877-80SHORE.

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