ShoreGroup Teams with TiVerity in Deploying Systems Management Solution to Manage 10,000+ Port Contact Center Network

ShoreGroup's CaseSentry Operational Services Automation (OSA) applications ensure accessibility and performance of a major government Contact Center Network

New York, NY (PRWEB) November 8, 2007 -- ShoreGroup, Inc., a leading converged network solutions and management provider, and its partner TiVerity Consulting, Inc., a premier consulting and systems integration firm, announced today that ShoreGroup's award-winning CaseSentry solution has been successfully implemented and is monitoring and managing over 10,000 Cisco Unified Customer Voice Portal (CVP) ports for a large-scale government contact center, which employs more than 20,000 agents and has up to 7,000 concurrent users.

The CaseSentry Systems Management solution fully integrates and automates monitoring of the Cisco Unified Intelligent Contact Management (ICM) Enterprise application providing centralized management and assurance that contact center infrastructure will be operating at expected levels of performance enabling quality customer service. The CaseSentry Systems Management solution provides the fully integrated service management, systems management and change management capabilities that organizations need to effectively manage and support their vital contact centers and complex end-to-end business process transactions. In addition to providing end-to-end operational views and service level management visibility, CaseSentry contains a highly-specialized suite of unified IP communications management applications and Operational Services Automation capabilities addressing the demanding requirements that organizations have to maintain the availability and reliability of their contact centers. The customized change management service available through CaseSentry complements the monitoring and systems management by providing deeper control of the contact center environment, resulting in greater system availability and meeting SLA objectives.

"Evident but often unseen is the challenge of managing all contact center operations to ensure all customers are being serviced in an effective and efficient manner no matter how complex an organization's contact center application is. Every piece of equipment on the network must function to the highest of standards," said Robert Bojanek, Executive Vice President of ShoreGroup. "Customer service is a fundamental part of today's business procedures. Enhancing the level of customer satisfaction will establish if customers will support your company's products and services, which has a direct impact on the bottom line."

CaseSentry offers the ability to test and exercise enterprise applications through automated IP telephony synthetic call transactions, monitor the status of all contact center equipment in real-time, and the functionality to restrain non-critical alerts to not only reduce downtime but help ensure every aspect of all business communication systems are delivering seamless customer service 24x7x365. The successful deployment of CaseSentry's Operational Services Automation applications in a contact center with over 10,000 CVP ports demonstrates the scalability and functionality of CaseSentry to manage large-scale contact center deployments.

The CaseSentry Systems Management solution is available as part of a comprehensive, cost effective management service solution that includes complete systems management consultation, implementation, maintenance and change administration.

About ShoreGroup, Inc.

ShoreGroup is a converged systems and network solutions provider, delivering a complete portfolio of industry-leading management applications, maintenance solutions, professional services and products that drive the success of more than 400 national and global clients. ShoreGroup develops innovative systems and service management applications on its dynamic CaseSentry® Operational Services Automation (OSA) platform, eliminating the pitfalls of traditional management systems to enable IT, telecom and contact center support organizations to easily and effectively manage availability, performance and service delivery within complex networked environments. The company's ShorePatrol™ 'Day 2' Operational Support Service expands upon CaseSentry's management to deliver the high-quality converged systems maintenance and support services that organizations rely upon to ensure the availability of their vital business processes.

ShoreGroup's professional services provide leading consultation, design and implementation solutions for high-availability converged networks. The company's expertise in LAN/WAN, unified communications including IP Telephony/VoIP and IP contact center, wireless and security produces manageable solutions that optimize business processes, communications, employee productivity and accessibility to enable organizations to derive the maximum business value from their information technology investment. As a Cisco Gold Certified Partner, with advanced specializations, ShoreGroup's service portfolio is backed by solid industry credentials.

ShoreGroup, Inc. (http://www.shoregroup.com)

CONTACT:

Joanne VanAuken

ShoreGroup, Inc.

The ShoreGroup Building

460 West 35th Street

New York, NY 10001

(212) 364-6800

About TiVerity

TiVerity Consulting, Inc. has distinguished itself in both the federal and commercial business sectors, providing successful integrations of contact center environment core technologies. As a niche player in the contact center market, TiVerity specializes in the strategic allocation and utilization of contact center resources and the centralization and consolidation of multi-site, geographically distributed contact center operations. TiVerity's deployment solutions incorporate the Cisco Unified Communications suite of products (ICM, CVP, IPCC, Web Collaboration, E-mail Manager, Blended Agent, etc.) as the telecommunications middleware layer of the contact center environment/operation.

TiVerity delivers robust technical solutions that provide for the continuity of service, while allowing contact centers to realize the efficiencies of modernized operating environments. TiVerity's proven ability to both design and implement roadmaps for the migration of present day contact center services to tomorrow's best technology practices is directly tied to the infrastructure and implementation of integrated multi-media contact center solutions. TiVerity is headquartered in Atlanta, GA.

Cisco and Cisco Systems are registered trademarks or trademarks of Cisco Systems, Inc. and/or affiliates in the U.S. and certain other countries. ShoreGroup and ShorePatrol are trademarks, and CaseSentry is a registered trademark of ShoreGroup, Inc. TiVerity Consulting is a registered trademark. All other marks are property of their respective owners.

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