CPL Resources, founded in 1989, is Ireland’slargest recruitment and HR solutionsorganisation, operating on a national basisthrough offices in Dublin, Kildare,Westmeath, Limerick, Cork and Galway. Asan entity, the group of individual specialistrecruitment companies offerscomprehensive and tailored workforcemanagement solutions to companies of allsizes. The company is currently Ireland’slargest employer of temporary and contractstaff, placing 20,000 temporary andcontract candidates every year.

CPL has been connecting people for almost20 years, playing a crucial role in the recenteconomic boom of the Dublin area bymatching the right workers to the right jobsat precisely the right time. Reliable andquality communications are critical to thesuccess of this growing recruitment solutionsorganization. When companies call with animmediate requirement, the ability toconnect quickly with the right people,regardless of their location is essential tofulfilling the job vacancy and deliveringstellar customer service. So when CPLneeded a new communications system,reliability and advanced functionality werekey criteria in the company’s search. Aftercareful analysis, staff at CPL concluded thatthe organization could realize increasedefficiency gains by layering voice on the

existing IT infrastructure, and by openingtelephony to direct management by their ITdepartment

CPL’s main office in Dublin is spread acrossfour buildings. Some of these buildings areconnected via a wireless network and othersuse metro fibre. Prior to installing theShoreTel® UC system, CPL had a separatePBX in each building, which translated to ahigh maintenance overhead as well as costlytoll charges for calls between the officesbeing routed via the public phone system.Since the existing PBXs were reaching end oflife and were in need of replacement, CPLseized the opportunity to look for a bettersolution.

“We had two Toshiba Strata digital PBXsystems which were becoming expensive tomaintain, primarily as there was little supportavailable for them,” explained Brona Kernan,IT Director at CPL. “We needed to find anew phone system which not only workedacross all our offices but was also simple tomanage.”

IP Unified Communications:Assessing the OptionsCPL put the new phone system procurementout for tender and initially short-listed twovendors for further evaluation. However, it

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Ireland’s largestrecruitment specialist

consolidates four siteswith an IP Unified

Communicationssystem from ShoreTel

E M P L O Y M E N T S E RV I C E S :

ShoreTel and CPL Resources

soon became apparent that ShoreTel’s UCsolution was the only system which couldmeet CPL’s requirements for functionality,management and ease of use.

“When we looked at the other solution inmore detail, we realised that they would notoffer a significant improvement over our oldsystem,” Ms Kernan said. “The majority of IPcommunications solutions available hadlegacy technology which still requiredmultiple PBXs and consequently didn’t offerus the unified system we were looking for.”

The ShoreTel UC system proved to be thecomplete opposite. Built from the ground-upas a Pure IP unified communications solution,its unique architecture means that it offersthe benefits of a true single-imagedistributed system, with simplifiedmanagement through a single interface.

Ms Kernan added, “Nearly all the othersolutions we looked at carried a lot of PBXbaggage, which is really limiting. Conversely,as a pure IP system, ShoreTel was so muchmore flexible and efficient - it is truly next-generation.”

ShoreTel Wins OutCPL began a trial of ShoreTel’s UC system inone office in September 2007, when CPLmoved four of its medical recruitmentcompanies to a new location in Dublin,linked to CPL headquarters by a metro fibredata connection. Soon all CPL companies atthis location became familiar with theadvantages and flexibility of Shoretel’sofferings. These companies implementedShoretel’s ‘out of the box’ Workgroup CallCentre functions where other vendor callcentre setups would have been complicatedand costly.

As some of CPL’s medical recruitmentagencies were 24x7 operations, CPL IT staffeasily distributed ShorePhone IP telephonesto other locations around Ireland to cover theschedules required. In addition, one operatorwas employed in this location to deal withcall traffic for the four companies withoverflow Workgroups setup for high volumesof voice traffic.

Following the outstanding success of thetrial, CPL rolled the ShoreTel UC system outto the rest of the Dublin offices in January

2008. With the server hardware alreadyinstalled, it was simply a case of addingShoreGear® Voice Switches and phonesthroughout the headquarters where required.The system comprises four ShoreGear 220E1 voice switches which are connected to250 ShorePhone® IP 230 telephones.

Once the decision to deploy the ShoreTel UCsystem was made, the speed and ease of theroll out further reinforced with CPL that it hadmade the right choice. “The transition to theShoreTel UC system was very straightforwardand was completed in just one morning,”added Ms Kernan.

In addition to the standard PBX functionsincluded in the ShoreTel UC system, CPL staffis also using the ShoreWare® Call Managerapplication. This application enablesemployees to manage voice communicationsdirectly from their computer, with featuressuch as call logging and click-to-dial. Thebuilt-in interoperability between ShoreTeland Microsoft Exchange has also enabledCPL to use Active Directory and Outlook®

contacts as a centralised address book forphone and e-mail across all offices.

CPL’s new ShoreTel UC system worksseamlessly across all the CPL offices as asingle image, replacing the need for multiplePBXs, voicemail systems, automatedattendants, and Automatic Call Distribution(ACD) systems. All the voice traffic betweenthe four offices is now carried over theexisting data network, and there is no longera need for a separate telephone network.

Reaping the Rewards of UnifiedCommunicationsThe most significant benefit for CPL hasbeen the cost savings from having all fouroffices on a single phone system. Not onlyhas this saved CPL money on calls betweenoffices, but it has also saved on external callsto mobile phones.

CPL uses a CorPorate Network (CPN)microcell to connect its phone systemdirectly to the mobile carrier’s network(Vodafone). ShoreTel’s least cost routingfeature means that when anyone on theShoreTel UC system dials a mobile number,the call is routed to the CPN and made as ifit is a mobile-to-mobile call, which costs lessthan a fixed-to-mobile call. Previously, theCPN could only be used in one of the

ShoreTel and CPL Resources WW WW WW .. SS HH OO RR EE TT EE LL .. CC OO MM

““WWee hhaadd ttwwoo TToosshhiibbaa

SSttrraattaa ddiiggiittaall PPBBXX ssyysstteemmss

wwhhiicchh wweerree bbeeccoommiinngg

eexxppeennssiivvee ttoo mmaaiinnttaaiinn,,

pprriimmaarriillyy aass tthheerree wwaass lliittttllee

ssuuppppoorrtt aavvaaiillaabbllee ffoorr tthheemm..

WWee nneeeeddeedd ttoo ffiinndd aa nneeww

pphhoonnee ssyysstteemm wwhhiicchh nnoott

oonnllyy wwoorrkkeedd aaccrroossss aallll oouurr

ooffffiicceess bbuutt wwaass aallssoo ssiimmppllee

ttoo mmaannaaggee..””

Brona KernanIT DirectorCPL

buildings as they were all running onseparate PBXs; now, all the offices are onone system, so they all benefit and the costsavings are seen throughout the business.

“Due to the nature of our business, a largepercentage of outbound calls are to mobilephones. Now all of the offices can beconnected to the CPN, and we have saved inthe region of 20 percent on calls tomobiles,” Ms Kernan commented.

The simplicity of the system has also been amajor plus for CPL. ShoreTel’s centralised,browser-based ShoreWare Director not onlymeans that the entire system can beadministered from one interface, but alsothat the majority of system maintenance canbe performed in-house. The flexibility of theShoreTel system means that CPL can set upindividual profiles for each CPL company,offering them their own identity whileretaining centralised control over the entiresystem. Furthermore, the combination of theShoreWare Personal Call Manager softwareand the centralised address book means thatstaff can work more efficiently, finding theircolleagues’ details more quickly and usingthe call log to keep track of inbound andoutbound communications.

Netforce were the ShoreTel reseller chosenby CPL to design, implement and supportShoretel’s Enterprise UC phone system.Netforce are currently advising on additionalsite rollouts and added functionality inShoreTel release 8.1, such as instantmessaging (IM) and desktop videoconferencing. William Clutterbuck, director ofNetforce added: “CPL’s ShoreTel UC systemhas been a resounding success. We areworking closely with ShoreTel to leverage thesystem to empower additional competitiveadvantages for the CPL organization”.

Paul Carroll, co-founder and Director of CPLremarked “The service from Netforce can besummarised in one word: ‘Brilliant’. WilliamClutterbuck and his team knew the ShoreTelUC system inside-out and this in-depthknowledge shone through in their fast andfaultless implementation of the entire system.Our advice to anyone considering upgradingto an IP-based UC system is to be sure toselect an organisation that knows the

technology and is committed to making itwork first time. In our experience theNetforce and ShoreTel partnership deliveredtotally on this commitment."

CPL currently has 300 users on the ShoreTelUC system encompassing the fourheadquarters buildings, a number ofadditional sites in the Dublin area and theNorth of Ireland. ShorePhone IP Telephoneshave also been also deployed in branchlocations around the country. All sites,ShoreGear Voice Switches, phones and usersare managed from the central location in CPLheadquarters with future plans to roll out thesystem to more locations in Ireland and Europe.

“It’s the flexibility of having an all-IP systemwhich really keeps reaping benefits for us.And the ease of deployment has reallychanged the pace of the roll out to our otherremote offices. We plan to extend the systemto our operations in Slovakia, allowing forseamless call transfer, and there is also thepotential for closer integration between thephone and IT systems, by adding voicefunctionality to our HR application,” MsKernan concluded.

ShoreTel and CPL Resources WW WW WW .. SS HH OO RR EE TT EE LL .. CC OO MM

© ShoreTel, Inc. All rights reserved. 09.08 The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registeredtrademarks of ShoreTel, Inc. in the United States and/or other countries. ShorePhone is a trademark of ShoreTel, Inc. in the United States and/orother countries. All other copyrights and trademarks herein are the property of their respective owners.

““NNeeaarrllyy aallll tthhee ootthheerr

ssoolluuttiioonnss wwee llooookkeedd aatt

ccaarrrriieedd aa lloott ooff PPBBXX

bbaaggggaaggee,, wwhhiicchh iiss rreeaallllyy

lliimmiittiinngg.. CCoonnvveerrsseellyy,, aass aa

ppuurree IIPP ssyysstteemm,, SShhoorreeTTeell

wwaass ssoo mmuucchh mmoorree fflleexxiibbllee

aanndd eeffffiicciieenntt -- iitt iiss ttrruullyy

nneexxtt--ggeenneerraattiioonn..””

Brona KernanIT DirectorCPL