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Warn Industries Deploys Integrated VoIP System and Contact Center from ShoreTel

New Webinar Details How Single Voice System Integrates Multiple Sites and Improves Customer Service While Easing Management and Reducing Cost
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SUNNYVALE, CA, August 4, 2004 - Warn Industries, the leading manufacturer of accessories and enhancements for 4-wheel drive and all-terrain vehicles, is using an IP telephony solution from ShoreTel to simplify and enhance voice communications, integrate multiple sites, and improve customer service. The ShoreTel5 IP PBX system provides Warn's 600 employees with the unified messaging, mobility, and other benefits of IP-enabled voice while costing less to deploy and manage than traditional telephony platforms.

Founded in 1948, Warn has survived the many vicissitudes of the Information Age by taking a very pragmatic approach to technology. For mainstream manufacturers like Warn, the bleeding edge is not the ideal place to be. New technologies are given time to mature and prove themselves. First introduced in 1998, the ShoreTel VoIP system is a proven, stable solution that meets these criteria and also provides an intuitive interface that even the most technology-resistant employees can master.

"Change is usually hard, but our people picked up the ShoreTel system very quickly, and so did I," said Toni Mekkers, telecommunications analyst at Warn. "I don't have a technical background, and the other vendors were talking over my head when they tried to explain their VoIP solutions. I was able to navigate through the ShoreTel system and made administrative changes right away."

Instead of running back and forth to administer the two separate phone systems serving Warn's headquarters in Clackamas, Ore. and second manufacturing facility in Milwaukie, Ore., Mekkers can manage both from a browser-based interface. Changes no longer require calls to expensive outside service people with long lead times.

With a single voice system, call loads can be balanced across the two locations, and their receptionists can cover for each other. Warn is now adding its technical facility in Livonia, Mich., to the ShoreTel network, and experimenting with softphones that turn the laptops of field salespeople and other mobile employees into full-featured desktop extensions.

The integrated ShoreTel contact center automatically matches incoming callers to the appropriate agents. The calls are routed to the best available skills set, or to a third-party dealer-locater service. The Avaya system ShoreTel replaced had no skills-based routing, and configuration changes generally required an outside service call.

"Once you've figured out how you want calls routed to best serve your customers, the ShoreTel contact center is easy to set up," said Matt Bailey, Warn's contact center manager. "I can go in and make routing changes, add groups, or change the auto-attendant menu. And I'm not a telecom guy."

About Warn Industries, Inc.

Warn Industries is the world's most recognized brand in off-road products such as hub locks and vehicle recovery winches. As a result of its close working relationships with Ford, General Motors and DaimlerChrysler, Warn is also a Tier 1 supplier of powertrain products specified on the leading domestic automobiles, SUVs and pickup trucks. Further, Warn continues to develop an international presence in Pacific Rim countries by working with Kia, Hyundai, Nissan, and Sangyong. Warn Industries is a Dover Company (NYSE: DOV).

About ShoreTel, Inc.

ShoreTel is the innovation leader in delivering IP telephony to the enterprise. The company has shipped its groundbreaking solutions since 1998 and continues to outpace the rapidly expanding VoIP market with technological advances and 100% year-over-year growth. ShoreTel voice systems are designed to make businesses smarter, setting new standards for usability and manageability while reducing telecommunications costs. A uniquely distributed architecture extends enterprise-class voice services to every office and outpost, keeping employees fully connected wherever they go. A select group of channel partners provide top-notch service and support. For more information, visit or call 1-877-80SHORE.

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