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September 17, 2013

Los Angeles Dodgers Improve Communications with ShoreTel IP-PBX Solution


By SIP Trunking Report Contributing Writer



For most people, it’s not likely unified communications and sports have a strong association. Instead, any talk about a unified communications system probably leads back to thoughts of desktop phones, contact centers and cubicles. That’s because it’s easy to forget that, beyond the field, court or rink, sports teams do in fact rely on such office mainstays.


ShoreTel recently reminded the world of this, however, as the company was selected by the Los Angeles Dodgers to handle front office and contact center operations for the team’s administration in an effort to improve communications for both staff and fans.

The selection of ShoreTel was part of a series of enhancements Dodger Stadium staff was implementing this past offseason. In particular, the Dodgers administration wanted to replace its phone system with one that offered greater flexibility, easier management and was more user friendly overall.

As such, the Dodgers, with the help of Starnet Data Design, implemented the ShoreTel IP-PBX solution with integrated unified communications, as well as ShoreTel Enterprise Contact Center, ShoreTel Mobility and ShoreTel Conferencing.

"Since we have a small IT team, ease of use and ease of administration were key factors in selecting our vendor, and ShoreTel provided that well above the others," said Ralph Esquibel, vice president of information technology for the Los Angeles Dodgers. "We've gone through big changes on the stadium and the technology; the phone system, while typically complex, was a very simple project and one I didn't have to worry about."

Esquibel went on to add that, thanks to ShoreTel, the Dodgers now have unified communications capabilities for the entire staff, as well as the ability to streamline CRM (customer relationship management) operations in the contact center. Meanwhile, ShoreTel Mobility has drastically changed the way the team’s employees and executives engage with fans and each other.

Overall, the solution is saving the Dodgers money since help desk staff is able to make changes themselves, rather than having to rely on a system admin.

"The Dodger franchise has a long history of innovation off the field, so it's fitting it selected the leading UC solution for its first-class stadium and spring training facility," said David Petts, senior vice president of worldwide sales for ShoreTel. "The Dodgers are the third major league baseball team to select ShoreTel for its UC needs, joining rival San Francisco Giants and the Miami Marlins."




Edited by Alisen Downey