ShoreGroup Appoints Jean-Pierre Ferrada to Lead Contact Center Services Practice

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Expert in architecting and deploying technology solutions for large enterprise contact centers to lead ShoreGroup's practice for contact center services.

ShoreGroup, Inc., a premier systems management solutions and IT professional services firm, today announced that Jean-Pierre Ferrada has been appointed to the position of Director of ShoreGroup's Contact Center Service practice. Ferrada brings more than 17 years of experience specializing in the creation of scaleable and adaptive technology solutions for large enterprise contact center deployments, fully integrated into existing customer's legacy platforms. As Contact Center Services Practice Director, Mr. Ferrada will report to Bob McDermott, ShoreGroup's Vice President of Convergence.

Ferrada's background spans a number of industry groups, including healthcare, retail and commercial banking, retail consumer goods, passenger airline transportation, and the Federal marketplace. Prior to joining ShoreGroup, Ferrada was responsible for the creation of a contact center practice specializing in large enterprise, multi-site, multi-vendor contact center solutions for the Federal marketplace. In addition, he was the lead architect in one of the nation's largest Cisco Voice Portal (CVP) deployments for automated call screening and enterprise queuing in excess of 12,000 CVP ports and has chaired several of Cisco's Call Center Business Unit User Groups.

"With Jean-Pierre's recent appointment, we are planning for growth and expect to leverage his expertise in the architecting of contact center solutions," said Bob McDermott, ShoreGroup's Vice President of Convergence. "Jean-Pierre's practical, hands-on deployment experience of today's highly complex call center technologies will greatly benefit customers wresting with decisions on how to introduce today's new IP-based technology into their organization's business strategy."

"ShoreGroup's branded contact center managed service support offerings of CaseSentry® and ShorePatrolâ„¢ provide high quality solutions that merge exceptional people with best-of-breed technology to become key differentiators to solving customer problems," said Ferrada. "With a distinctive mix of leading technology, hard-working employees and a commitment to always going beyond the high expectations of customers, I'm excited to be part of this outstanding team as we strive to continue making an effective impact on the success of a company's contact center goals."

Recognized as a leading subject matter expert in a number of call center areas, including reporting, Ferrada's expertise and reputation have put him in much demand. Educating those charged with managing facilities in this service sector about the impact of technology innovation on improving contact center operations and creating efficiencies are a top priority for Ferrada.

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 ShorePatrolâ„¢ '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 is a trademark, and CaseSentry is a registered trademark of ShoreGroup, Inc. All other marks are property of their respective owners.

ShoreGroup, Inc. (

Joanne VanAuken
ShoreGroup, Inc.
The ShoreGroup Building
460 West 35th Street
New York, NY 10001
(212) 364-6800


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