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G’Day ShoreTel Connect CLOUD - Mitel - Blog

G’Day ShoreTel Connect CLOUD

It was with much anticipation that we officially launched ShoreTel Connect CLOUD in Australia at partner-focused events in Melbourne and Sydney last week!

ShoreTel Executives Discuss Cloud Market at Partner Events

At the two events hosted by ShoreTel CEO Don Joos, more than 60 partners throughout the country travelled to be the first to see and hear the latest features of ShoreTel Connect CLOUD, now available in Australia.

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ShoreTel executives and team members at the Australia launch, from left: Don Joos, Mark Roberts, John Jackson, Ben Swanson, Frederic Gillant, David Petts, Craig Howe

The venues we chose in Sydney and Melbourne gave us a beautiful backdrop of each city’s skyline, and our partners and prospective partners enjoyed an afternoon and evening of product updates, networking and hospitality.

ShoreTel Connect CLOUD launch in Melbourne

The events provided a great opportunity for our Australian channel to hear from Don on ShoreTel’s global cloud strategy, including the significance of our expansion in Australia.

Next, David Petts, Senior Vice President of Worldwide Sales & Customer Success, drew on experiences through the introduction of ShoreTel’s UCaaS solution in the US, Canada and UK. He identified ‘lessons learned’, which resonated well with partners as they consider the changing nature of the UC marketplace in Australia and how to capitalise on the increasing market demand for cloud.

Identifying customer demand for communications in the cloud was covered by our Chief Marketing Officer, Mark Roberts who provided insights into generating leads through marketing initiatives supported and funded by ShoreTel.

In a change of pace, partners were introduced to our newly appointed Regional Director for ShoreTel Australia and New Zealand, Ben Swanson. With six years of tenure at ShoreTel, Ben is already a familiar face however the events offered partners a chance to catch up with him face-to-face and hear his views on the UCaaS market opportunities in Australia.

Frederic Gillant addresses the audience at the ShoreTel Connect CLOUD launch in Sydney

Our local ShoreTel executives – myself, Craig Howe, ANZ Channel Manager, and John Jackson, ANZ Service Design and Activation Manager, covered the programmatic topics of the Australian cloud commercials, details of our CLOUD Champion Partner Program and, of course, a demonstration of ShoreTel Connect CLOUD’s UC and Contact Centre capabilities.

Connect CLOUD Shows Strong Response and Early Wins  

ShoreTel anticipates a strong uptake of ShoreTel Connect CLOUD in Australia given the response to our first cloud services – ShoreTel Hosted Voice – last year. In fact, I’m proud to reveal we have already won ten new ShoreTel Connect CLOUD customers in Australia, even before the product was officially launched! Those customers include MRWED, a registered training organisation with four offices locations across Australia and a large workforce of remote home-based workers.

“The ShoreTel UCaaS solution will mean better visibility and increased collaboration across our organisation,” said Jason Ash, Chief Innovation Officer, MRWED. “This is a huge advantage as we strive to create a diverse force of remote workers, adding to the MRWED core value of flexibility.”

Ash added, “An important feature of the ShoreTel Connect CLOUD system for us is the multi-point video collaboration. Video, along with features like presence, instant messaging and screen sharing will keep our team well connected when they’re away from the traditional office space. We also love that these features are included in the ShoreTel solution and allow us to replace three other systems we were considering.”

Networking event in Melbourne

We are proud to say, “G’Day ShoreTel Connect CLOUD, welcome to Australia” and look forward to a bright future with our Australian partners and customers.

Frederic Gillant  joined ShoreTel in 2014 as vice president and managing director for Asia Pacific. Based in Singapore, Gillant leads ShoreTel’s go-to-market strategy across Asia Pacific managing the sales, channels, marketing and sales operations for the region. Other recent articles by Frederic are listed below:

  • Digital Natives Don’t Like Working for Dinosaurs
  • Making Interactions Magically Simple
  • A Healthy Staff = A Healthy Business
  • Bicycle Or Unicycle: Partners Make The Perfect Back Wheel In Today’s Communications Landscape


Publish Date: June 14, 2017

2023 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

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Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

View more from Mitel

Recent Blog Posts:
What’s Next in Call Recording?September 5, 2017
6 Easy Steps for Moving Your Phone System to the CloudAugust 24, 2017
How a Good Phone System Can Increase Business AgilityAugust 17, 2017
Does Your Phone System Help or Hinder Employee Productivity?August 3, 2017
The Cost of a Misspelled NameJuly 12, 2017
Summit App Challenge Demonstrates Ease of Building Voice & SMS AppsJune 27, 2017
How to Run Effective Virtual MeetingsJune 15, 2017
G’Day ShoreTel Connect CLOUDJune 14, 2017
ShoreTel’s Heather Tenuto Honored with CRN Women of the Channel AwardJune 1, 2017
Maximizing Your Contact Center: 5 Questions to AskMay 18, 2017

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