Pennsylvania Housing Finance Agency Chooses ShoreTel and Transcend United Technologies for Next Generation Telephony and Contact Center Systems
PHILADELPHIA, July 8 /PRNewswire/ -- Transcend United Technologies announced today that the Pennsylvania Housing Finance Agency (PHFA) will be replacing their current Nortel phone system and Symposium Call Center with a ShoreTel Unified Communications and Contact Center system. The work will begin in the next 60 days and will be done by Transcend United.
"PHFA relies heavily on the function of our three main contact centers. Our 90 customer service representatives are the lifeline of our business. ShoreTel had the flexibility to customize a solution to meet our business drivers instead of requiring us to develop our processes around what the technology had to offer. We aim to continually improve customer satisfaction and upgrading to ShoreTel will definitely enable us to do that," said Richard Nichols, Director of Information Technology at the PHFA.
"Once we chose ShoreTel, we then investigated four resellers. Transcend United clearly had the advantage in both expertise and the ability to execute. Transcend's proposal included services and deliverables that far exceeded those offered by any other potential awardees," Nichols went on to say.
"The ShoreTel system provides a single layer of unified communications applications, whereas competitive systems from the legacy PBX manufacturers and Cisco require multiple servers and software packages, which creates unnecessary management complexity," said George Demou, Executive Vice President at Transcend United. "The new ShoreTel solution will allow PHFA to perform identification logic, profile routing, and multi-media queuing. In addition, integration with PHFA's IBM AS 400 will provide screen delivery and intelligent routing," Demou added.
Transcend United provides cost-effective technologies for the mid-market to optimize all aspects of IT and communications infrastructure. These include Unified Communications, Network Infrastructure, Data Center Optimization, and Backup / Recovery / Availability. Transcend United was recently named one of North America's leading technology integrators by CRN magazine.
Transcend United Technologies
Transcend United Technologies, a member of the 2010 VAR 500, delivers products and expertise in key technologies for IT and communications infrastructure such as ShoreTel IP phone Systems, Riverbed Steelhead WAN optimization and Cascade network analysis, Aerohive controller-less wireless networking, Exagrid data deduplication and backup, and Opticonx pre-terminated fiber. With these offerings Transcend United helps organizations solve real business problems such as improving application performance for branch offices, reducing voice, data, and video telecommunications costs, providing timely backups and restores, ensuring business continuity in case of a disaster, and reducing power and operations costs in the data center.
Pennsylvania Housing Finance Authority
The Pennsylvania Housing Finance Agency works to provide affordable homeownership and rental apartment options for older adults, lower- and middle-income families, and people with special housing needs. Through its carefully managed mortgage programs and investments in multifamily housing developments, PHFA also promotes economic development across the state. Since its creation by the legislature in 1972, it has generated nearly $9.5 billion of funding for 137,000 single-family home mortgage loans and 83,000 rental units, while saving the homes of nearly 44,000 families from foreclosure. PHFA programs and operations are funded primarily by the sale of securities with the exception of its Homeowners' Emergency Mortgage Assistance Program, which it receives a state appropriation to administer. PHFA is governed by a 14-member board of directors.
SOURCE Transcend United Technologies