Business Phone system and unified communications solutions provider, ShoreTel has implemented a Unified Communications (UC) and Enterprise Contact Center (ECC) solution for cinema business, Hoyts. Business Technology Group (BTG), the ShoreTel certified systems integrator, completed the rollout in New Zealand. BTG and ShoreTel are longstanding partners.
BTG’s expertise in Business Phone system implementations ensures that clients receive tailored solutions that meet their specific needs.
ShoreTel leverages the power of the web to create an IP Telephony platform that is as reliable and flexible as it is easy to deploy, manage, and use. At BTG, we use and recommend ShoreTel for Voice over Internet Protocol (VoIP) solutions due to its simplicity, performance, and long-term cost benefits.
ShoreTel has partnered with HOYTS Group, the prominent cinema chain operating across Australia and New Zealand. The group deployed a ShoreTel Unified Communications (UC) and Enterprise Contact Centre (ECC) solution across 50 sites for over 2,300 staff members.
The integration of this advanced business phone system significantly enhanced communication efficiency across HOYTS Group’s day-to-day operations. By switching to ShoreTel’s VoIP and unified communications platform, HOYTS was able to centralize communications, streamline support operations, and better serve customers both online and in cinemas.
The results were immediate and measurable. HOYTS achieved a full return on investment (ROI) within just nine months of implementation. On top of that, the company reported annual savings of more than AU$300,000, making the deployment not only efficient but also highly economical.
The ShoreTel rollout took place in three distinct phases. It began with a ShoreTel UC and ECC implementation during the relocation of the Sydney HOYTS head office. This foundational deployment set the stage for future expansion.
Following HOYTS’ acquisition of the Berkeley Cinema Group, the deployment expanded to include their New Zealand head office. Within the next six months, as traditional PABX maintenance contracts reached their expiry across both Australia and New Zealand, HOYTS replaced them entirely with the ShoreTel UC platform.
Today, HOYTS uses ShoreTel UC for all voice communication needs and the ECC system to handle inbound customer service interactions, including support for HOYTS Kiosk—a self-service platform used in cinemas. The contact centre infrastructure also supports the HOYTS Cinema Technology Group (CTG), which provides both internal support and outsourced technical services to exhibitors and other digital cinema clients.
This unified business phone system does more than just handle calls. It actively supports better internal collaboration, reduces complexity, and increases responsiveness across departments. The result is a more agile, customer-focused enterprise.
Adam Wrightson, General Manager of HOYTS Cinema Technology Group, explains that HOYTS was seeking a solution with modularity and scalability at its core. The company, growing increasingly diverse and geographically dispersed, required a telephony platform that was robust, easy to manage, and cost-effective.
Wrightson notes that the team evaluated multiple IP telephony solutions—ranging from hosted options to hardware- and software-based platforms. ShoreTel stood out for its ease of use, straightforward management tools, modular architecture, and scalability. Most importantly, ShoreTel allowed HOYTS to unlock powerful unified communication features without incurring significant additional costs or complexity.
Looking ahead, HOYTS plans to extend the collaborative capabilities of their ShoreTel deployment. They intend to take advantage of new product features as they become available, confident in the platform’s ability to grow alongside their business.
“The modularity and flexibility of the ShoreTel platform enable us to continue diversifying our operations with the confidence that our communications infrastructure won’t just keep up—it will actively support our evolution,” says Wrightson.
In summary, ShoreTel’s Business Phone System provides HOYTS with a scalable, future-ready communications platform that not only delivers savings but also drives strategic value. With a robust telephony foundation in place, HOYTS is well-positioned to expand its digital cinema operations while maintaining high service standards and internal collaboration.
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