ShoreTel Overview


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  • 20/11/09
  • ShoreTel Overview

    1. 1. ShoreTel Overview <ul><li>Confidential Information – For Sales Briefings Only </li></ul>Communications Made Easy.
    2. 2. ShoreTel Overview <ul><li>Founded Superior technology based on a design from a “clean sheet of paper” in 1996 </li></ul><ul><li>Headquarters Sunnyvale, California (with offices in UK, Germany, Spain, Australia, Singapore and Hong Kong) </li></ul><ul><li>Customers 9,600+ </li></ul><ul><li>Distribution Sold through resellers and distributors worldwide </li></ul><ul><li>Ownership Public, listed on NASDAQ (“SHOR”) No debt, positive cash flow </li></ul>ShoreTel’s Pure IP Unified Communications solutions transform business processes with performance, reliability and value.
    3. 3. <ul><li>Unmatched reliability and scalability </li></ul><ul><ul><li>Switch-based platform with distributed software architecture </li></ul></ul><ul><li>Easiest-to-use – ranked #1 by users of Pure IP Unified Communications systems </li></ul><ul><li>Simplified management </li></ul><ul><li>Low total cost of ownership </li></ul><ul><li>World-class customer satisfaction </li></ul>The ShoreTel Advantage 5 th Year In A Row! 3 rd Year In A Row! Most Satisfied 2 nd Year In A Row!
    4. 4. Focus on Pure IP Unified Communications (UC) <ul><li>Combination of rich communications media and presence with your business information and processes – on any device, anywhere. </li></ul>Device Independence Transparent Presence Multimedia and Smart Media Options Communications Enabled Business Processes
    5. 5. ShoreTel 7 Group Pickup Escalation WG Overflow Web Reporting New Switches Contact Center Supports More Agents, Improved Workflow, Better Support for Abandoned Calls History of Continuous Innovation ShoreTel 1 144 Users Distributed PBX Desktop Applications Web Management ShoreTel 5.1 10,000 Users IP Phone Failover PSTN Failover 6-Way Conference Call Recording SMDI PBX 560/530/210 ShoreTel 1.1 Operator ShoreTel 1.2 Workgroup Routing CDR ShoreTel 2 1,000 Users Unified Msg Multi-Site SNMP ShoreTel 4.2 Distributed TMS Network PRI Account Codes ShoreTel 4.1 IP Phones AMIS 100 ShoreTel 3 5,000 Users Personal Call Mgr Presence Distributed VM Workgroup Queue Intl Dial Plan Contact Center Routing, IVR, ACD, CTI, E-mail / Web, Real-time rpt, Custom rpt ShoreTel 4.3 Multiple Line Intercom SoftPhone FindMe Web Client Multiplicity, Monitor, Barge Terminal Services ShoreTel 5.2 Languages Hunt Groups Whisper Page Group Page SMDI VM ShoreTel 6 Office Anywhere SIP Encryption On Net Dialing Prgm Buttons 110 ShoreTel 6.1 Bridge Call App Centrex Flash 212k 230 560g 115 265 IP 565 ShoreTel 7.5 Increased Capacity Improved Usability Extending Productivity IP 565g BB 24 ShoreTel 8.1 Expanded Range of Devices, Voicemail Switches; Advanced Functionality, Improved Flexibility for Remote Connectivity ShoreTel 8 Improved Interfaces, Video, Additional SIP Device Support IP 230g ShoreTel 9 Enhanced Personalized Communications ShoreTel 9 N+1 Spare Switch Option IP 8000 1998 1999 2000 2002 2001 2004 2003 2006 2005 2007 2008 2009
    6. 6. More Than 9,600+ Customers Across All Industries
    7. 7. Customer Satisfaction Survey Results Q1 CY05~Q2 CY09 Ranking World Class Very Good – Excellent
    8. 8. Infonetics: ShoreTel Shines at Ease-of-Use, Pricing, and Price-to-Performance Source: Infonetics Report. User Plans for Voice over IP: North America 2007 , April 2007
    9. 9. Lowest Total Cost of Ownership (TCO) <ul><li>Source: Nemertes Research 2007 </li></ul><ul><li>Average of per users capital costs and per user operational costs for Avaya ($524, $542), Cisco ($774, $662) and Nortel ($636, $415), respectively </li></ul><ul><li>Average of per user capital costs and per user operational costs for Avaya ($310, $37), Cisco ($602, $327) and Nortel ($1,305, $201), respectively </li></ul><ul><li>Average of ongoing per user operational costs for Avaya ($459), Cisco ($1,460) and Nortel ($332) </li></ul><ul><li>Average of ongoing per user operational costs for Avaya ($14), Cisco ($87) and Nortel ($324) </li></ul>Capital Costs Start-Up Costs Ongoing Annual Operating Costs Less than 1,000 Lines More than 1,000 Lines Operational Costs (1) (2) Ongoing Operational Costs Less than 1,000 Lines More than 1,000 Lines (3) (4)
    10. 10. Proven Leader: Synergy Research Ranks ShoreTel #1 Unified Communications Desktop Applications 2008 SMB Market Global Share (Synergy defines SMB as systems that ship with <150 lines)
    11. 11. ShoreTel’s Unified Communications Solutions A single goal: customer satisfaction
    12. 12. ShoreTel Products ShoreWare ® Applications ShorePhone TM IP Telephones ShoreGear ® Voice Switches Fully Featured Pure IP Unified Communications System Communications Made Easy.
    13. 13. ShoreTel Solutions and Services Fully Featured Pure IP Unified Communications System Communications Made Easy. ShoreTel Global Services ShoreTel ® Solutions ShoreTel Integrations & Professional Services
    14. 14. Minimizing Server Use Headquarters Regional Office Server Centric Alternative 9 5 Total Servers: 14 Call Processing E911 Paging Voicemail Desktop Call Handling Operator Client Integrated System Mgmt Total Servers Headquarters Regional Office 1 1 Total Servers: 2 Switch-based
    15. 15. ShoreTel’s Winning Solution Competitors Call Management Hardware  Switch-based X Server-based (disk drives) Software  Distributed X Centralized Applications Management  Single Web interface X Disparate systems End-user Functionality  Seamless and consistent across locations X Inconsistent features across locations Redundancy  N+1 X 2N, duplicate systems Scalability  Modular X Forklift upgrades Server Dependency  Low X High Ease-of-Use  Simple X Unintuitive and complex Total Cost of Ownership  Low X High
    16. 16. Most Phone Systems Create Customer Pain <ul><li>Independent telephone systems </li></ul><ul><li>Limited feature transparency between systems </li></ul><ul><li>Fixed capacities </li></ul><ul><li>Costly to maintain and manage </li></ul>__________ Note: VM = Voicemail. WAN PBX VM PBX VM PBX VM PSTN PSTN PSTN
    17. 17. ShoreTel’s Unique Distributed Architecture Contact Center (CC & ECC) Analog Phone ShoreGear 220T1 ShoreGear 90 ShoreGear 50 <ul><li>Applications </li></ul><ul><li>Voicemail </li></ul><ul><li>Auto Attendant </li></ul>ShoreGear 90BRi ShoreGear 220E1 VPN Concentrator IP WAN Contact Center (CC & ECC) Converged Conferencing ShoreWare Director ShoreWare Call Manager ShoreWare Call Manager <ul><li>Applications </li></ul><ul><li>Voicemail </li></ul><ul><li>Auto Attendant </li></ul><ul><li>System Administration </li></ul><ul><li>Contact Center (WG) </li></ul>PSTN Third Party PBX PSTN Third Party Voicemail Third Party Phones ShoreGear T1k PSTN Analog Phone ShoreWare Mobile Call Manager <ul><li>Options: </li></ul><ul><li>Office Anywhere </li></ul><ul><li>SoftPhone </li></ul>PSTN <ul><li>ShorePhone </li></ul><ul><li>ShoreTel VPN Phone </li></ul>ShorePhone ShorePhone
    18. 18. ShoreTel’s Unique Distributed Architecture <ul><li>Unmatched reliability </li></ul><ul><ul><li>Switch-based </li></ul></ul><ul><ul><li>Not server dependent </li></ul></ul><ul><ul><li>N+1 redundancy </li></ul></ul><ul><ul><li>Sites operate independently if network fails </li></ul></ul><ul><li>Scalability </li></ul><ul><ul><li>From ten to tens-of-thousands of users </li></ul></ul><ul><li>Low TCO </li></ul><ul><ul><li>Feature consistency across locations </li></ul></ul><ul><ul><li>User interface that sets the standard for ease-of-use </li></ul></ul><ul><ul><li>Single-image system for management ease </li></ul></ul>
    19. 19. ShoreGear ® Voice Switches Enabling business-critical Unified Communications with high performance and high reliability
    20. 20. ShoreGear Voice Switch Family ShoreGear 30 ShoreGear 50 ShoreGear 30BRI *Availability varies based on geography. Please contact your local ShoreTel Representative for availability information. ShoreGear 90 ShoreGear 90BRI ShoreGear 220T1A ShoreGear 24A ShoreGear 90BRIV* ShoreGear E1k ShoreGear T1k ShoreGear 120 ShoreGear 50V ShoreGear 90V ShoreGear 220E1 ShoreGear 220T1
    21. 21. ShoreGear Voice Switches <ul><li>ShoreGear family of high performance, high reliability voice switches </li></ul><ul><ul><li>A wide range of voice switches to meet the needs of small, medium and large enterprises </li></ul></ul><ul><ul><li>Switches optimized for supporting a varying mix of IP telephones, analog phones, analog trunks, and digital trunks </li></ul></ul><ul><ul><li>International models support BRI and E1 interfaces </li></ul></ul><ul><li>Voice quality: delivers high quality Pure IP Unified Communications </li></ul><ul><ul><li>Supports dynamic echo cancellation, dynamic jitter buffering, lost packet handling </li></ul></ul><ul><ul><li>Awarded top marks for toll-quality voice </li></ul></ul>
    22. 22. ShoreGear Voice Switches <ul><li>Voice Features: Supports a very wide range of industry-standard voice features </li></ul><ul><li>Cost/TCO: Lower total cost of ownership </li></ul><ul><li>Power: Designed for excellent power efficiency – one of the lowest power consumption per user in the industry, beating Cisco by up to almost 50 percent in tests by The Tolly Group. </li></ul>
    23. 23. ShoreGear Voice Switches: Scalability <ul><li>Cost-effective for 10 users, yet seamlessly scalable to tens of thousands of users </li></ul><ul><ul><li>Unifies communications across multiple locations with one system </li></ul></ul><ul><li>Exceptional ease-of-installation, and centralized system management </li></ul><ul><ul><li>Add new ports/users by connecting new switches </li></ul></ul><ul><li>Right sized for modular growth </li></ul><ul><ul><li>Stackable, space-efficient designs </li></ul></ul><ul><ul><li>Lets you pay as you grow </li></ul></ul>
    24. 24. ShoreGear Voice Switches: Reliability <ul><li>Highly reliable switch solutions </li></ul><ul><ul><li>“ Five nines”, or 99.999 percent system availability exceeds stringent enterprise standards </li></ul></ul><ul><ul><li>Distributed architecture assures mission-critical high availability </li></ul></ul><ul><ul><li>N+1 redundancy is easily achieved with a single additional switch </li></ul></ul><ul><ul><li>Flash memory eliminates single most common failure point (mechanical disk drives) </li></ul></ul><ul><ul><li>Power fail transfer helps keep system up in the event of an outage </li></ul></ul>
    25. 25. ShorePhone ® IP Telephones Unifying the flow of information across your business
    26. 26. ShorePhone IP Telephones <ul><li>ShoreTel offers a wide range of IP telephones to provide the right solutions for each application </li></ul><ul><ul><li>Designed for executives, executive assistants, operators, ACD agents or supervisors, or general office users </li></ul></ul><ul><ul><li>Gives end-users the features and quality they demand </li></ul></ul><ul><li>ShorePhone IP telephones are pre-configured to match the ShoreTel UC system, which helps eliminate configuration issues during installation </li></ul>
    27. 27. ShorePhone IP Telephones IP 115 Lobby IP 212 k Key Systems IP 230 / IP 230g* w/BB24 Operators / Assistants IP 265 Professional IP 560 / IP 560g* Executive/ Assistant IP 8000 Conference Rooms * Gigabit desktop support IP 565g* Color Bluetooth ®
    28. 28. The Benefits of ShorePhone IP Telephones <ul><li>Key component of the Unified Communications platform </li></ul><ul><ul><li>Designed to enhance productivity by enabling effortless communication </li></ul></ul><ul><ul><li>Pre-configured to be added instantly to the network </li></ul></ul><ul><ul><li>ShoreTel VPN phone solution available with select models offers secure VPN connectivity to corporate networks for remote and home office locations </li></ul></ul><ul><li>Outstanding Audio Clarity </li></ul><ul><ul><li>Acoustic professionals have engineered IP 565g, IP 560g, IP 560, IP 230, IP 230g and IP 212k to deliver a rich sound and generous volume </li></ul></ul><ul><ul><li>High-fidelity speakerphones deliver audio with astonishing clarity </li></ul></ul><ul><ul><li>All ShorePhone IP Telephones offer wideband audio, which delivers seven octaves of audio range—more than double that of traditional phones </li></ul></ul><ul><li>Ergonomically Designed for Beauty and Function </li></ul><ul><ul><li>New color screens on select models intuitively convey pertinent information </li></ul></ul><ul><ul><li>Handset is contoured and weighted for optimum comfort </li></ul></ul>
    29. 29. Color Display – Improved Usability <ul><li>Accents alerts/notifications </li></ul><ul><ul><li>Missed calls, voicemail indicators </li></ul></ul><ul><li>Emphasizes elements in a long list to expedite navigation </li></ul><ul><ul><li>Directory navigation </li></ul></ul><ul><li>Adds aesthetically pleasing details to icons </li></ul><ul><li>Embedded switch for PC connectivity </li></ul>
    30. 30. ShoreWare ® Call Manager Enables integration of communications platform with business processes
    31. 31. ShoreWare Call Manager Application Suite <ul><li>ShoreWare Personal Call Manager </li></ul><ul><li>ShoreWare Professional Call Manager </li></ul><ul><li>ShoreWare Operator Call Manager </li></ul><ul><li>ShoreWare Mobile Call Manager </li></ul><ul><li>Empower your users to communicate regardless of your device (PC or mobile) </li></ul><ul><ul><li>Video, voice (wired or wireless) or IM </li></ul></ul><ul><ul><li>Streamlining business communications </li></ul></ul><ul><ul><li>Improving communications accuracy </li></ul></ul><ul><ul><li>Enhancing overall end-user productivity </li></ul></ul>
    32. 32. ShoreWare Call Manager Interface <ul><ul><li>Integrated client user interface </li></ul></ul><ul><ul><ul><li>Main display for calling features </li></ul></ul></ul><ul><ul><ul><li>Tabs for messages and history </li></ul></ul></ul><ul><ul><li>Simplified access to features </li></ul></ul><ul><ul><ul><li>Easy-to-use, easy-to-find features </li></ul></ul></ul><ul><ul><li>Quick and easy dialing </li></ul></ul><ul><ul><ul><li>Exchange and phone directory </li></ul></ul></ul><ul><ul><ul><li>Just in time telephony presence </li></ul></ul></ul><ul><ul><li>Easily integrated with Microsoft Outlook ® </li></ul></ul><ul><ul><ul><li>Manage messages, voicemail and contacts directly from Outlook </li></ul></ul></ul><ul><ul><ul><li>Manage call routing based on calendar </li></ul></ul></ul>
    33. 33. ShoreWare Personal Call Manager <ul><li>Rich Unified Communications </li></ul><ul><li>Unified Messaging </li></ul><ul><ul><li>Visual call control, directory access, call logs and information </li></ul></ul><ul><ul><li>Integrate voice messages in e-mail and visually manage messages </li></ul></ul><ul><li>Rich Mobility Suite </li></ul><ul><ul><li>Office Anywhere assignments </li></ul></ul><ul><ul><li>Find Me </li></ul></ul><ul><ul><li>Range of call handling options </li></ul></ul>
    34. 34. ShoreWare Professional Call Manager <ul><li>Multimedia, Presence, and Media </li></ul><ul><ul><li>Unified Communications suite </li></ul></ul><ul><ul><ul><li>Combine voice, video, IM and management features to maximize productivity, reduce travel costs </li></ul></ul></ul><ul><ul><li>Voice communications </li></ul></ul><ul><ul><ul><li>Call management, integrated SoftPhone </li></ul></ul></ul><ul><ul><li>Video communications </li></ul></ul><ul><ul><ul><li>First to comply with enhanced H.264 SVC compression standard </li></ul></ul></ul><ul><ul><ul><li>Up to 1024 x 768 resolution </li></ul></ul></ul><ul><ul><li>Instant messaging and presence </li></ul></ul><ul><ul><ul><li>Worry-free, secure IM infrastructure </li></ul></ul></ul><ul><ul><ul><li>Point-to-point and multi-point IM </li></ul></ul></ul><ul><ul><ul><li>Presence change alert </li></ul></ul></ul><ul><ul><ul><li>Presence privacy management </li></ul></ul></ul><ul><ul><li>Personalized Call Routing </li></ul></ul><ul><ul><ul><li>Filter calls based on who is calling and your availability </li></ul></ul></ul><ul><ul><ul><li>Send them to voicemail, specific ringtones, Auto Find Me, specific numbers, or Announced Find Me </li></ul></ul></ul>
    35. 35. ShoreWare Operator Call Manager <ul><li>A flexible tool for managing enterprise Unified Communications </li></ul><ul><ul><li>Advanced call management features </li></ul></ul><ul><ul><li>Customizable interface lets users arrange the view based on their work style </li></ul></ul><ul><ul><li>One single interface reduces training efforts </li></ul></ul><ul><ul><li>Virtual operator capabilities reduce staffing requirements </li></ul></ul><ul><ul><li>Detailed information enables users to deliver a higher level of service </li></ul></ul><ul><ul><li>Virtual operator functionality frees up your workforce </li></ul></ul><ul><ul><li>Office Anywhere feature lets users work competently from home </li></ul></ul>Streamlining customer interactions through high-quality call handling
    36. 36. ShoreWare Mobile Call Manager <ul><li>Extends many of the ShoreWare Call Manager productivity tools and ShoreTel’s system reliability to the mobile phone </li></ul><ul><ul><li>Make and take calls at your desk using the ShoreTel IP PBX and corporate directory </li></ul></ul><ul><ul><li>One number access </li></ul></ul><ul><ul><ul><li>Customers call users by their corporate extension and not their private mobile number </li></ul></ul></ul><ul><ul><ul><li>Users Caller ID reflects their corporate extension and not their private mobile number </li></ul></ul></ul><ul><li>No charges for incoming GSM calls </li></ul><ul><li>See a list of your voicemail messages and listen to the most important ones first </li></ul><ul><li>Change Office Anywhere or call handling mode on-the-fly </li></ul><ul><li>Supports: </li></ul><ul><ul><li>Any carrier providing data network access </li></ul></ul><ul><ul><li>Multiple languages </li></ul></ul><ul><ul><li>Selected Blackberry, Motorola, Nokia, and Windows Mobile devices </li></ul></ul>
    37. 37. ShoreWare Mobile Call Manager Simple Access to Information and Settings <ul><li>Easily change settings: </li></ul><ul><li>Select how calls are routed for each call handling mode </li></ul><ul><li>Assign any phone as your extension </li></ul><ul><li>Choose favorite Mobile Call Manager landing page </li></ul><ul><li>Optimize data download speeds </li></ul><ul><li>Active display of voicemail and call history summary and current Office Anywhere mode </li></ul><ul><li>Quickly access corporate directory, voicemails, and call history </li></ul><ul><li>Active display of current call handling mode </li></ul>
    38. 38. ShoreWare Director <ul><li>ShoreWare Director is a browser-based network management tool that provides a single management interface for all voice applications across all locations </li></ul>Providing a single point of management for your enterprise phone system
    39. 39. ShoreWare Director <ul><li>Unifies all systems and tasks into a single interface </li></ul><ul><li>Reduces complexity – and cost of ownership </li></ul><ul><li>Allows fast, flexible deployment and scalability </li></ul><ul><li>Enables easy proactive maintenance </li></ul><ul><li>Manages your toll and WAN usage </li></ul>
    40. 40. ShoreWare System Monitor <ul><li>Allows performance issues to be proactively addressed before they impact users </li></ul><ul><li>Analyzes all network links in real-time and historically, locating bottlenecks </li></ul><ul><li>Automatically provides alerts and daily performance reports </li></ul><ul><li>Provides easy access from anywhere via Web browser, personal digital device or cell phone </li></ul><ul><li>Buy what you need, when you need it </li></ul>Ensuring consistent Unified Communications quality through IP infrastructure monitoring ShoreWare System Monitor continuously monitors all links, applications and services in your ShoreTel Unified Communications system
    41. 41. ShoreWare System Monitor – Ensuring Voice Quality with Network Monitoring <ul><li>ShoreWare System Monitor provides: </li></ul><ul><li>Visibility into the entire network </li></ul><ul><ul><li>Complete picture of network performance </li></ul></ul><ul><li>Continuous monitoring </li></ul><ul><ul><li>Networks are dynamic and require continuous monitoring </li></ul></ul><ul><li>Diagnostics </li></ul><ul><li>Alerts on issues and change in conditions </li></ul>
    42. 42. ShoreWare Director <ul><li>ShoreWare System Monitor provides: </li></ul><ul><li>Single management interface </li></ul><ul><ul><li>Browser access from anywhere </li></ul></ul><ul><ul><li>One interface for all sites </li></ul></ul><ul><ul><li>Monitors and reports the status of the switches, phones, and servers in real time </li></ul></ul><ul><ul><li>Moves, adds and changes are trivial </li></ul></ul><ul><li>Easy installation </li></ul><ul><ul><li>Bring up new sites in hours </li></ul></ul><ul><ul><li>Integrated software distribution </li></ul></ul><ul><li>Reduced training requirements </li></ul><ul><ul><li>Well-designed products require little training </li></ul></ul>Reduced operational expenses
    43. 43. ShoreWare Contact Center Solutions Maximizing customer satisfaction in the virtual call center
    44. 44. Complete Contact Center Portfolio Call Center Role Technology Basic Emerging Advanced Leading Edge Tactical Necessary Valued Asset Service Differentiator Enterprise-wide Strategic Value Workgroups Contact Center Enterprise Contact Center CIM Customer Interaction Management System
    45. 45. ShoreWare Contact Center Solutions <ul><li>Workgroups </li></ul><ul><ul><li>Practical solution for small, informal Automatic Call Distributor (ACD) groups </li></ul></ul><ul><ul><li>Easy-to-use desktop tools, queue and agent monitoring and reporting </li></ul></ul><ul><li>Contact Center </li></ul><ul><ul><li>Medium-sized inbound contact centers </li></ul></ul><ul><ul><ul><li>Inbound routing rules </li></ul></ul></ul><ul><ul><ul><li>Sophisticated real-time and historical reporting </li></ul></ul></ul><ul><ul><ul><li>Scheduled callback and abandoned callback </li></ul></ul></ul><ul><ul><ul><li>Wallboard support </li></ul></ul></ul><ul><li>Enterprise Contact Center </li></ul><ul><ul><li>Advanced multimedia contact centers (e-mail and Web contacts) </li></ul></ul><ul><ul><ul><li>Universal queuing and enterprise resource matching </li></ul></ul></ul><ul><ul><ul><li>Advanced call routing </li></ul></ul></ul><ul><ul><ul><li>Outbound calling options </li></ul></ul></ul><ul><li>Syntellect Customer Interaction Management System </li></ul><ul><ul><li>Advanced contact centers </li></ul></ul><ul><ul><ul><li>Multi-site distributed </li></ul></ul></ul><ul><ul><ul><li>Advanced services </li></ul></ul></ul><ul><ul><ul><li>Refined business analytics </li></ul></ul></ul>
    46. 46. Workgroups Provide Quick, Simple Solutions <ul><li>Informal contact center </li></ul><ul><ul><li>Voice call routing </li></ul></ul><ul><ul><li>Uniform services </li></ul></ul><ul><ul><li>Reporting and supervisor capabilities </li></ul></ul><ul><li>Key product features </li></ul><ul><ul><li>Managed via ShoreWare Director </li></ul></ul><ul><ul><li>Longest wait routing </li></ul></ul><ul><ul><li>Announcements </li></ul></ul><ul><ul><li>Basic reports </li></ul></ul><ul><ul><li>Desktop queue monitor </li></ul></ul><ul><ul><li>Agent monitor </li></ul></ul><ul><ul><li>Basic overflow and interflow </li></ul></ul><ul><ul><li>Instant messaging and video between agents and supervisors </li></ul></ul><ul><ul><li>128-bit media encryption (agent-customer) </li></ul></ul><ul><ul><li>Workgroup Real Time Monitor (optional package) </li></ul></ul>
    47. 47. Contact Center <ul><li>Workgroups plus… </li></ul><ul><ul><li>Advanced reporting </li></ul></ul><ul><ul><li>Real-time management </li></ul></ul><ul><ul><li>Group list routing </li></ul></ul><ul><ul><li>Flexible overflow and interflow </li></ul></ul><ul><ul><li>Agent board, wallboard support </li></ul></ul><ul><ul><li>Routing by area codes </li></ul></ul><ul><ul><li>Graphical call flow builder </li></ul></ul><ul><ul><li>Scheduled / abandoned callbacks </li></ul></ul><ul><ul><li>Collect and display customer information </li></ul></ul><ul><ul><li>Redundancy (Hot Standby Server) </li></ul></ul><ul><ul><li>Screen Pops through ActiveX, DDE </li></ul></ul><ul><li>Formal small contact center </li></ul><ul><ul><li>Primary role: Enhance customer experience </li></ul></ul><ul><ul><li>Voice call routing, predictable traffic </li></ul></ul><ul><ul><li>Formal management </li></ul></ul>
    48. 48. Enterprise Contact Center <ul><li>Contact Center plus… </li></ul><ul><ul><li>Advanced routing – skills, priority, shifts, calendar, service levels </li></ul></ul><ul><ul><li>Multimedia contacts (e-mail, chat) </li></ul></ul><ul><ul><li>Advanced IVR scripting and self service </li></ul></ul><ul><ul><li>CRM Integration </li></ul></ul><ul><ul><li>Predictive interflow, multi-level overflows </li></ul></ul><ul><ul><li>Progressive campaigns </li></ul></ul><ul><ul><li>Web callbacks </li></ul></ul><ul><li>Formal mid-sized contact center </li></ul><ul><ul><li>Multimedia routing </li></ul></ul><ul><ul><li>Specialized services </li></ul></ul><ul><ul><li>Inbound / outbound </li></ul></ul>
    49. 49. Syntellect–Customer Interaction Management <ul><li>Enterprise Contact Center plus… </li></ul><ul><ul><li>Unified multi-channel interactions </li></ul></ul><ul><ul><li>Distributed and scalable </li></ul></ul><ul><ul><li>Complete, searchable customer interaction history (Cradle to Grave) </li></ul></ul><ul><ul><li>Speech-enabled self-service </li></ul></ul><ul><ul><li>Call recording and monitoring options </li></ul></ul><ul><ul><li>Integration with QM and WFM </li></ul></ul><ul><ul><li>Survey manager </li></ul></ul><ul><ul><li>Call Recorder </li></ul></ul><ul><ul><li>Support Center </li></ul></ul><ul><li>Advanced Contact Centers </li></ul><ul><ul><li>Multi-site distributed </li></ul></ul><ul><ul><li>Advanced services </li></ul></ul><ul><ul><li>Sophisticated business analytics </li></ul></ul>
    50. 50. ShoreTel Converged Conferencing Enhancing communications with multimedia collaboration
    51. 51. ShoreTel Converged Conferencing– Enhance Communications with Multimedia Collaboration <ul><li>ShoreGear Conference Bridge </li></ul><ul><li>ShoreWare Conference Console </li></ul><ul><li>ShoreWare Conference Director </li></ul>
    52. 52. ShoreTel Converged Conferencing <ul><li>ShoreTel’s Converged Conferencing delivers all the collaboration tools you need </li></ul><ul><ul><li>In-house collaboration solution </li></ul></ul><ul><ul><li>Enterprise-class reliability </li></ul></ul><ul><ul><li>Built on an embedded, Linux-based appliance </li></ul></ul><ul><ul><li>Redundant disk drives </li></ul></ul><ul><ul><li>Easy-to-use interface in audio conferencing, desktop / application sharing, instant messaging, virtual meeting rooms, on-line presentations, multimedia recording together in one solution </li></ul></ul><ul><ul><li>Real-time communications – both internal and external </li></ul></ul><ul><li>The Converged Conferencing Web-based management and report interface makes the system simple and easy to administer </li></ul>
    53. 53. ShoreTel Integrations and Professional Services
    54. 54. ShoreTel Integrations and Professional Services– Beyond the PBX <ul><li>Application development and integration delivers on the promise of Unified Communications </li></ul><ul><li>ShoreTel is shaping its offerings to meet a growing demand for UC solutions that streamline business processes </li></ul><ul><li>Integrated solutions embed ShoreTel functions within popular business applications </li></ul><ul><li>Specialized horizontal and vertical applications are key to differentiating the ShoreTel offerings </li></ul><ul><li>Partnered solutions expand opportunities for 3rd parties and open new markets for ShoreTel </li></ul><ul><li>ShoreTel’s open architecture empowers customers to choose their own unique paths </li></ul>
    55. 55. ShoreTel Integrations and Professional Services– Delivering On the Promise of Unified Communications <ul><li>Custom development services </li></ul><ul><ul><li>Software solutions to help enterprises meet unique business requirements </li></ul></ul><ul><ul><li>Tailor ShoreTel to fit business processes </li></ul></ul><ul><li>Packaged solutions portfolio </li></ul><ul><ul><li>ShoreTel applications and integrations leverage customer investments </li></ul></ul><ul><li>ShoreTel developer network </li></ul><ul><ul><li>Empower partners and customers to create ShoreTel-based solutions </li></ul></ul><ul><li>SIP and the Technology Partner Program </li></ul><ul><ul><li>Partnered solutions opening new business channels </li></ul></ul>CONFIDENTIAL © 2008 ShoreTel, Inc. All rights reserved.
    56. 56. ShoreTel Integrations and Professional Services– ShoreTel Integrated Applications <ul><li>Expand ShoreTel’s reach and value to customers through rapid deployment of integrated, business critical software applications </li></ul>Encourage and support third party developers Provide custom application development services sold through ShoreTel partners Package popular applications and make them available through partners for sale to customers
    57. 57. ShoreTel Integrations and Professional Services– Professional Services Integrated Applications <ul><li>ShoreTel ™ Call Center Adapter </li></ul><ul><li>ShoreTel Microsoft Dynamics CRM Integration </li></ul><ul><li>ShoreTel NetSuite ® CRM Integration </li></ul><ul><li>ShoreTel RightNow Integration </li></ul><ul><li>ShoreTel Equitrak and Copitrak Cost Recovery Integration </li></ul><ul><li>Emergency Notification Application </li></ul><ul><li>ShoreTel Web Dialer </li></ul><ul><li>ShoreTel Workgroup Exceptional Call Reports </li></ul>™ ™
    58. 58. ShoreTel Integrations and Professional Services– Applications to Enhance Communication <ul><li>ShoreWare Emergency Notification </li></ul><ul><ul><li>Receives alerts when an emergency call is detected on the ShoreTel Unified Communications system </li></ul></ul><ul><ul><ul><li>Sends notification calls to designated clients </li></ul></ul></ul><ul><ul><ul><li>Sends audible desktop screen pop to clients </li></ul></ul></ul><ul><ul><ul><li>Pinpoints the emergency location </li></ul></ul></ul><ul><ul><ul><li>Includes a text messaging feature </li></ul></ul></ul><ul><li>ShoreWare Web Dialer </li></ul><ul><ul><li>Click-to-dial Web-based phone numbers </li></ul></ul><ul><ul><ul><li>Automatically highlights numbers in orange </li></ul></ul></ul><ul><ul><ul><li>Increases accuracy </li></ul></ul></ul><ul><ul><ul><li>Saves time </li></ul></ul></ul><ul><ul><ul><li>Works on any HTML-based document </li></ul></ul></ul>
    59. 59. ShoreTel Integrations and Professional Services– Professional Services <ul><li>Custom projects of increasing scope and impact </li></ul><ul><ul><li>Custom IVR development services </li></ul></ul><ul><ul><li>ShoreTel RightNow CRM Integration </li></ul></ul><ul><ul><li>ShoreTel Symitar Integration (credit unions) </li></ul></ul><ul><ul><li>Distributed paging solution including audio and text paging </li></ul></ul><ul><ul><li>Caller ID-based router </li></ul></ul><ul><li>Developer network expansion </li></ul><ul><ul><li>Introduced new telephone API SDK </li></ul></ul><ul><ul><li>Over 100 company members </li></ul></ul>
    60. 60. Strategic Alliances <ul><li>Unified Communications Vendors </li></ul><ul><ul><li>Microsoft: Native SIP integration for Exchange 2007 and OCS 2007; Certified Telephony Partner </li></ul></ul><ul><ul><li>IBM: Sametime, Notes / Domino integration; Co-marketing to Lotus and ShoreTel channel and customer base </li></ul></ul><ul><li>Network Hardware Vendors </li></ul><ul><ul><li>Enterasys: Global Alliance Partner (channel development, lead generation, co-marketing including installed base marketing) </li></ul></ul><ul><ul><li>ProCurve, Foundry and Juniper: Technology Partners </li></ul></ul>
    61. 61. Technology Partner Program <ul><li>ShoreTel’s Technology Partner Program (TPP) </li></ul><ul><ul><li>Eco-system of technology partners providing complementary products that extend the ShoreTel Unified Communications solutions capabilities </li></ul></ul><ul><ul><li>Technical certification and co-marketing programs </li></ul></ul><ul><ul><li>36 Certified TPP members </li></ul></ul><ul><ul><li>Eco-system made up of network infrastructure, applications, SIP Trunking and management solutions </li></ul></ul>
    62. 62. Strategic Alliances <ul><li>Fixed-Mobile Convergence Vendors </li></ul><ul><ul><li>DiVitas: Technology partners for seamless dual-mode solutions </li></ul></ul><ul><ul><li>Bandspeed, Extricom, Ruckus and Trapeze: Technology Partners </li></ul></ul><ul><li>ITSPs </li></ul><ul><ul><li>TPP – SIP Trunk Certification: AT&T, Global Crossing, GammaTel,, Broadvox, BandTel </li></ul></ul><ul><ul><li>15+ ITSPs in TPP pipeline (incl. Telepacific, Cebeyond, Voxitas Phonenext, PaeTec, Airespring, Excel) </li></ul></ul>
    63. 63. Microsoft Unified Communications Integration Multi-layer Approach <ul><li>Remote Call Control (CSTA-based ) </li></ul><ul><ul><li>ShoreWare CSTA server available </li></ul></ul><ul><ul><li>Allow Microsoft Communicator to control a desktop phone </li></ul></ul><ul><ul><li>Display telephony presence </li></ul></ul><ul><li>VoIP (SIP-based) </li></ul><ul><ul><li>Exchange 2007: </li></ul></ul><ul><ul><ul><li>Available today via gateway </li></ul></ul></ul><ul><ul><ul><li>Allow Exchange 2007 as voicemail server </li></ul></ul></ul><ul><ul><li>OCS: </li></ul></ul><ul><ul><ul><li>Solution with gateway available today </li></ul></ul></ul><ul><ul><ul><li>Enable MOC calls to PSTN and ShorePhone IP telephone </li></ul></ul></ul><ul><ul><li>OCS as Call Manager IM Engine </li></ul></ul>OCS Active Directory Exchange I-PBX SIP CSTA T38 App. Protocols
    64. 64. Remote Call Control with IBM Sametime <ul><li>Leverage open technology now available with ShoreWare CSTA server </li></ul><ul><ul><li>Identical product as for OCS </li></ul></ul><ul><ul><li>Require three plug-ins for IBM Sametime </li></ul></ul><ul><li>End-user benefits and features </li></ul><ul><ul><li>Click to call within Sametime </li></ul></ul><ul><ul><li>ShoreWare Personal Call Manager Lite </li></ul></ul><ul><ul><ul><li>Control your ShoreTel telephone from within Sametime </li></ul></ul></ul><ul><ul><li>Telephony presence </li></ul></ul><ul><ul><ul><li>Enrich basic presence with on/off phone information </li></ul></ul></ul>
    65. 65. ShoreTel Worldwide <ul><li>Distributed single-image architecture </li></ul><ul><li>User-centric language localization </li></ul><ul><li>Local trunking support </li></ul><ul><li>Key International Technology Partners </li></ul>North America EMEA APAC CALA
    66. 66. Global Unified Communications <ul><li>Single image global system </li></ul><ul><ul><li>Easy deployment </li></ul></ul><ul><ul><li>Full-featured transparency </li></ul></ul><ul><ul><li>Seamless least-cost routing </li></ul></ul><ul><li>Country Support </li></ul><ul><ul><li>Language follows the user, not the device </li></ul></ul><ul><ul><li>Localized ShoreWare Call Manager, prompts, telephone UI </li></ul></ul><ul><li>Language Support </li></ul><ul><ul><li>11 Languages in ShoreTel 7.5; </li></ul></ul><ul><ul><li>18 Languages in ShoreTel 8.1 </li></ul></ul><ul><li>International Expansion </li></ul><ul><ul><li>12 Countries for ShoreTel 6.1; </li></ul></ul><ul><ul><li>20 Countries for ShoreTel 7.5 </li></ul></ul><ul><ul><ul><li>Expands to 26 when complete </li></ul></ul></ul><ul><ul><li>34 Countries in ShoreTel 8.1 plan </li></ul></ul>Countries Supported Australia Austria Belgium Canada France Germany Hong Kong Ireland Luxemburg Mexico Netherlands New Zealand Portugal Singapore Spain Sweden Switzerland UAE UK USA
    67. 67. ShoreTel Global Services ShoreCare replaces industry legacy model with Web-based installation and training
    68. 68. ShoreTel Global Services Mission <ul><li>Provide world class support services that delight and provide significant competitive differentiation by extending the passionate pursuit of customer satisfaction throughout the ShoreTel experience </li></ul>
    69. 69. Global Services Offerings <ul><li>Implementation services </li></ul><ul><ul><li>Network assessment service </li></ul></ul><ul><ul><li>Installation service </li></ul></ul><ul><ul><li>Project management </li></ul></ul><ul><ul><li>Global reach </li></ul></ul><ul><li>Professional services </li></ul><ul><ul><li>Package applications </li></ul></ul><ul><ul><li>Custom developments </li></ul></ul><ul><ul><li>Developer network </li></ul></ul><ul><li>Educational services </li></ul><ul><ul><li>Blended learning approach </li></ul></ul><ul><ul><li>Partner and end-user training </li></ul></ul><ul><ul><li>LMS </li></ul></ul><ul><li>Support </li></ul><ul><ul><li>Enterprise or partner service options </li></ul></ul><ul><ul><li>Web, phone and e-mail access </li></ul></ul><ul><ul><li>7x24 Coverage </li></ul></ul><ul><ul><li>Measure and enhance end-user experience </li></ul></ul><ul><li>Client services </li></ul><ul><ul><li>Support renewals </li></ul></ul><ul><ul><li>License compliance </li></ul></ul><ul><ul><li>Lifecycle management </li></ul></ul>
    70. 70. ShoreTel Financial Services – FlexGuard ™ <ul><li>Financing made easy </li></ul><ul><li>Incorporates the best aspects of renting and leasing </li></ul><ul><li>Enables you to benefit from the best technology to meet new or changed business needs </li></ul><ul><li>Protects your investment in your Unified Communications solution </li></ul>
    71. 71. Thank You Communications Made Easy. World Headquarters: 960 Stewart Drive Sunnyvale, CA 94085 USA +1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel +1 (408) 331-3333 Fax EMEA: +1 800 408 33133 Freephone +44 (1628) 826300 Tel Asia Pacific: +61 (0)2 9959 8000 Tel
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