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Retail Lockbox Merchant Services Relies on ShoreTel Summit for Personalized Self-Service Features
Posted: Tue Nov 15, 2016 06:03:58 PM


ShoreTel’s CPaaS voice platform and IVR capabilities make it easy for RLMS to process payments over the phone and personalize caller interactions

SUNNYVALE, Calif. – Nov. 15, 2016 – ShoreTel® (NASDAQ: SHOR) announced today that Retail Lockbox® Merchant Services (RLMS), a leading provider of electronic payment processing solutions headquartered in Seattle, is using the ShoreTel Summit platform to accept payments over the phone and meet end customer demands for convenient payment options. After researching off-the-shelf solutions, RLMS was unable to find a system that fully suited their needs and elected to use the ShoreTel Summit platform to create PCI-compliant, highly customized IVRs for their unique merchant clients.

“Not everybody wants to pay online or mail in a check, so some of our merchant clients wanted us to provide the option for them to let their customers pay by phone,” said Walt Townes, vice president and co-founder of RLMS. “We weren’t specifically looking for a development platform, but rather, a solution that would support multiple customized IVRs, which is an area where ShoreTel Summit excels.”

Summit’s true Communications Platform as a Service (CPaaS) architecture allowed RLMS to create complex IVRs with ease. Using Summit’s built-in datastore, the company was able to customize call flows based on the IVR entry to deliver personalized experiences for each of their merchant clients and their end customers. This customization makes it possible to play unique greetings and transfer numbers based on the dial-in phone number. Customers can also call in to make payments or access account information, such as their balance, without having to speak with a customer service representative.

“ShoreTel Summit enables businesses to set themselves apart with communications apps that deliver personalized customer experiences while enhancing productivity,” said Mark Roberts, chief marketing officer at ShoreTel. “Summit pairs ShoreTel's proven telephony expertise with developer-friendly tools, cloud APIs and built-in application hosting so it is fast, easy and cost-effective to build highly scalable apps.”

A number of RLMS merchant customers have adopted the pay-by-phone IVR solution. ShoreTel Summit’s cloud-based management portal and code-level application access allow the RLMS team to easily make updates to the IVRs on the fly if merchants request changes. Plus, since the IVRs are hosted on Summit’s carrier-class network, RLMS and its clients can be confident that all transactions processed over the IVRs are PCI compliant.

Townes noted that RLMS is also considering ShoreTel Summit’s automated SMS messaging capabilities as a way of continuing to address merchant and end user requests for convenient service options.

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