ShoreTel Sets Up Shop in India

by Matt Klassen on October 9, 2014

For the past several years ShoreTel has quietly gone about establishing a firm global telecom footprint, providing cutting edge communication and mobility solutions tailored for a variety of customer groups, including specialized support for the healthcare industry. As evidence of the company’s ongoing success, it recently announced its increased presence in India, opening an office in Bangalore with plans to invest $25 million in the country over the next three to five years.

But don’t think of this announcement as corporate expansion per se, as the IP communications company has had a strong international presence for many years now and has operated in India through authorised retailers since 2012, but instead as an investment in future progress; the company’s new Bangalore office serving as evidence of the company’s interest in leveraging India’s “world class technical talent” in the development of next-gen telecom products and solutions.

As the company explains, the Bangalore office will focus on providing sales, global support services, as well as operating as a hub for research and development, meaning while India will reap the benefits in terms of investment in people and the local economy, it seems ShoreTel India will look to serve a far broader worldwide customer base.

“As the company’s growth continues, we’re pleased to expand our investments in Asia Pacific with ShoreTel India,” said Don Joos, president and CEO of ShoreTel. “The engineering, sales and support teams will be working closely with their counterparts around the world, to enable us to continue to provide innovative solutions that meet the needs of our customers worldwide.”

This means, in a word or two, that ShoreTel India will likely operate as the company’s new customer support hub, meaning when customers need technical assistance, whether next door to ShoreTel’s Sunnyvale, CA headquarters or somewhere on the other side of the world, those calls will now be redirected to India, admittedly a common practice among many companies looking to cut operating costs.

That said, the new Bangalore office will also help ShoreTel better establish itself as a player in the Asia Pacific market, allowing the IP-communication solutions vendor to gain traction in the region.

“The new India office is another step in ShoreTel’s global expansion, and will enable us to more quickly gain market share and capitalize on new market opportunities in the region,” said Frederic Gillant, vice president and managing director of Asia Pacific for ShoreTel.

In the end, while I will admit that establishing ShoreTel India is a clear sign of the company’s continued progress and global expansion, I have to say the actual purpose of the office in Bangalore remains somewhat of a mystery, with each official announcement from the company reading more as marketspeak for outsourcing customer service and mining Indian tech talent instead of any sort of actual increased expansion into India’s own telecom market…but I may be wrong.

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