TRANSCEND
       COMMUNICATIONS




PEOPLE | EXPERIENCE | SERVICE




               Business Solutions Since
            ...
Who is Transcend?
   Delivering business solutions since
    1984
   Value Added Partner
      Snapshot sales process
 ...
Success in Numbers |Focus on
Customers
 25
 44/27
 96.21%
 30% in 3
 3000


  We also sit on the ShoreTel and Avaya V...
What Solutions Does Transcend Provide?


                        Data Security


            IP              IP           ...
TRUE CONVERGENCE
We only partner with vendors who believe in the same
          value propositions as Transcend

         ...
tran-scend; (verb)
            “Transcend went above and beyond to complete a successful deployment. Email dated 1/1/09

D...
OVER 3,000 TRANSCEND CUSTOMERS
Financial   Non-Profit   Healthcare   Professional Services




                           ...
OVER 3,000 TRANSCEND CUSTOMERS
Enterprise   Education               City and State
                                     Go...
ShoreTel’s Pure IP Telephony Solutions
ShoreTel
Overview
Founded          Superior technology based on a design from a
                 “clean sheet of paper” in...
The ShoreTel Advantage
• Unmatched reliability and scalability
  • Switch-based platform with distributed software archite...
Focus on Pure IP Unified Communications
(UC)
Combination of rich communications media and presence
  with your business in...
More Than 9,600+ Customers
Across All Industries
Customer Satisfaction Survey Results
Q1 CY05~Q2 CY09
          95
                  Very Good – Excellent                 ...
Infonetics: ShoreTel Shines at
Ease-of-Use, Pricing, and Price-to-Performance
7

6

5

4

3

2

1

0
      Ease of Use    ...
Lowest Total Cost of Ownership (TCO)
                         Start-Up Costs                                              ...
ShoreTel Products




   ShoreGear®            ShorePhoneTM
                                                ShoreWare®
  V...
ShoreGear Voice Switches
         • Family of switches to meet all
           customer needs
                – Various IP ...
ShoreGear Voice Switch Family
                    ShoreGear 30                   ShoreGear 50       ShoreGear 90




     ...
ShoreGear Availability
         ShoreG Predicte Demonst                           Demonst   Availabi
         ear
        ...
Minimizing Server Use
                                                                                    Server Centric A...
History of Continuous Innovation
                                                                                         ...
ShorePhone IP Telephones
           IP 212 k                                        IP 230 / IP 230g*              IP 565g...
Sound – High-Fidelity Voice Quality
         High-fidelity, phenomenal clarity
           • Wide-band IP phone
           ...
ShoreWare Personal Call Manager
   Rich Unified Communications
  •Unified Messaging
          – Visual call control, direc...
ShoreWare Professional Call Manager
  •     Multimedia, Presence, and Media
         – Unified Communications suite
      ...
ShoreWare Operator Call Manager
    • A flexible tool for managing enterprise
      Unified Communications
           – Ad...
ShoreWare Mobile Call Manager
  Simple Access to Information and Settings
   • Active display of voicemail and call histor...
Empowering the Mobile Worker
                                                 Office Anywhere         Find Me
         • A...
Choices in Teleworking
                                                                                                   ...
Applications for Business Integration
         • ShoreTel Salesforce.com Call Center
           Adapter
                – ...
Complete Contact Center Portfolio
              Call Center
                  Role                                        ...
ShoreWare Contact Center Solutions
  • Workgroups
      – Practical solution for small, informal Automatic Call Distributo...
Safe from WAN and Router Failure
                                                                             External Cal...
Safe from Call Processor Failure
                                                              Branch Office       PSTN
  ...
Safe from Trunk or PRI Gateway Failure
                                                              Branch Office       P...
Safe from LAN Failure
                                                              Branch Office       PSTN
         • LA...
Safe from Voicemail Failure
        Redundant Options for Server failure                             2
                   ...
The ShoreTel Advantage
 • Unmatched reliability and scalability
    • Switch-based platform with distributed software arch...
Thank You!
                                        Questions?
                                      Jim Anderson
         ...
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Shoretel Corporate Overview Ja

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  • Shoretel Corporate Overview Ja

    1. 1. TRANSCEND COMMUNICATIONS PEOPLE | EXPERIENCE | SERVICE Business Solutions Since 1984
    2. 2. Who is Transcend?  Delivering business solutions since 1984  Value Added Partner  Snapshot sales process  Methodical implementation process  Quality assurance program  Security blanket 24x7 service Sales Assess Design Implemen Accept t  Software release management  Tigerpaw relationship management  Experiencing high growth  Financially strong  National 1nService Partner
    3. 3. Success in Numbers |Focus on Customers  25  44/27  96.21%  30% in 3  3000 We also sit on the ShoreTel and Avaya VAR Council
    4. 4. What Solutions Does Transcend Provide? Data Security IP IP IP Telephony Video Wireless Enterprise Network LAN/WAN This base and its building blocks are Transcend’s discipline.
    5. 5. TRUE CONVERGENCE We only partner with vendors who believe in the same value propositions as Transcend RSA AVAYA VBRICK HP SHORETEL LIFESIZE Cisco, ADTRAN, HP…
    6. 6. tran-scend; (verb) “Transcend went above and beyond to complete a successful deployment. Email dated 1/1/09 Dear George: Well it has been a while since the two of us corresponded.  No news is good news, right?  Well today I have news and it is great. Today e-mails were not coming through the queue.  When I called Transcend in a panic Josh took my call, bless him for sticking with me for what seemed like hours.  Despite all his work we needed to get Brandon involved.  Brandon was either working at a client site or on vacation.  Either way - he got involved and quickly realized the issue and fixed it.  Today we needed to involve Brandon again - and I know he was on vacation today.  Once again Brandon saved the day. I am grateful and impressed with Brandon's service and dedication to making things right with clients.  You are very lucky to have him on staff. I'd also like you to know that before we reached Brandon we got a hold of Jeff. Also on vacation today.  He was ice fishing.  Packed up his gear and started in for the office to help us until we found Brandon.  I felt awful but was so relieved to know he'd do this for us.  Again - refreshing and wonderful attitudes. I've always enjoyed working with your team – they are gems.  You are a lucky guy to have them. Happy New Year! Cheers, Lisa J Hayes | AVP - Contact Center | Summit Credit Union 4800 American Parkway | Madison, WI 53718 608-243-5000 / 800-236-5560 ext 4101 (ph.) |  608-243-5027 (fax) SummitCreditUnion.com Do more. Start here.
    7. 7. OVER 3,000 TRANSCEND CUSTOMERS Financial Non-Profit Healthcare Professional Services Haigh Todd & Associates, Inc.
    8. 8. OVER 3,000 TRANSCEND CUSTOMERS Enterprise Education City and State Government White Bear Lake Area Public Schools
    9. 9. ShoreTel’s Pure IP Telephony Solutions
    10. 10. ShoreTel Overview Founded Superior technology based on a design from a “clean sheet of paper” in 1996 Headquarters Sunnyvale, California (with offices in UK, Germany, Spain, Australia, Singapore and Hong Kong) Customers 9,600+ Distribution Sold through resellers and distributors worldwide Ownership Public, listed on NASDAQ (“SHOR”) No debt, positive cash flow ShoreTel’s Pure IP Unified Communications solutions transform business processes with performance, reliability and value.
    11. 11. The ShoreTel Advantage • Unmatched reliability and scalability • Switch-based platform with distributed software architecture • Easiest-to-use – ranked #1 by users of Pure IP Unified Communications systems • Simplified management • Low total cost of ownership • World-class customer satisfaction 3rd Year In A Row! Most Satisfied 5th Year In A Row! 2nd Year In A Row!
    12. 12. Focus on Pure IP Unified Communications (UC) Combination of rich communications media and presence with your business information and processes – on any device, anywhere. Device Independence Multimedia and Communications Enabled Transparent Presence Smart Media Options Business Processes
    13. 13. More Than 9,600+ Customers Across All Industries
    14. 14. Customer Satisfaction Survey Results Q1 CY05~Q2 CY09 95 Very Good – Excellent World Class 94.40 90 92.17 92.66 92.47 92.10 93.00 93.01 91.06 91.14 91.18 90.30 91.40 90.03 85 86.52 87.42 87.63 80 83.38 75 70 65 Ranking 60 55 50 45 40 35 30 25 20 15 10 5 0 Baseline Q305 Q405 Q106 Q206 Q306 Q406 Q107 Q207 Q307 Q407 Q108 Q208 Q308 Q408 Q109 Q209
    15. 15. Infonetics: ShoreTel Shines at Ease-of-Use, Pricing, and Price-to-Performance 7 6 5 4 3 2 1 0 Ease of Use Pricing Pricing-to-Performance ShoreTel Avaya Cisco Mitel Nortel Source: Infonetics Report. User Plans for Voice over IP: North America 2007, April 2007
    16. 16. Lowest Total Cost of Ownership (TCO) Start-Up Costs Ongoing Annual Operating Costs $1,185 $540 $927 $896 $188 $354 $646 $750 $645 $114 $542 $739 $386 $532 $142 $11 Competitors (1) Competitors (2) Competitors (3) Competitors (4) Capital Costs Operational Costs Ongoing Operational Costs Less than 1,000 Lines More than 1,000 Lines Less than 1,000 Lines More than 1,000 Lines Source: Nemertes Research 2007 2. Average of per users capital costs and per user operational costs for Avaya ($524, $542), Cisco ($774, $662) and Nortel ($636, $415), respectively 3. Average of per user capital costs and per user operational costs for Avaya ($310, $37), Cisco ($602, $327) and Nortel ($1,305, $201), respectively 4. Average of ongoing per user operational costs for Avaya ($459), Cisco ($1,460) and Nortel ($332) 5. Average of ongoing per user operational costs for Avaya ($14), Cisco ($87) and Nortel ($324)
    17. 17. ShoreTel Products ShoreGear® ShorePhoneTM ShoreWare® Voice Switches IP Telephones Applications Fully Featured Pure IP Unified Communications System Communications Made Easy.
    18. 18. ShoreGear Voice Switches • Family of switches to meet all customer needs – Various IP Phone capacities – Combo boxes: IP Phones, Analog & T1 in 1 switch – International models supporting BRI and E1 • Fully modular – Growth simply means adding additional switches to what you have • Call processing load balanced across all switches • N+1 redundancy – By simply adding a single additional switch at a site ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    19. 19. ShoreGear Voice Switch Family ShoreGear 30 ShoreGear 50 ShoreGear 90 ShoreGear 50V ShoreGear 90V ShoreGear 120 ShoreGear 24A ShoreGear 220T1 ShoreGear 220E1 ShoreGear T1k ShoreGear 220T1A ShoreGear E1k ShoreGear 30BRI ShoreGear 90BRI ShoreGear 90BRIV* ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    20. 20. ShoreGear Availability ShoreG Predicte Demonst Demonst Availabi ear 120/24 d 84,500 rated 340,000 rated 38.8 lity, 1 99.9997% Model MTBF MTBF MTBF Hour 60/12 Hours 300,000 91,000 Hours Years 34.2 MTTR 99.9997% 40/8 132,300 300,000 34.2 99.9997% T1 and E1 154,200 390,000 44.5 99.9997% Mean 135,600 340,000 38.8 99.9997% ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    21. 21. Minimizing Server Use Server Centric Alternative Headquarters Regional Office Headquarters Regional Office Call Processing E911 Switch-based Paging Voicemail Desktop Call Handling Operator Client Integrated System Mgmt Total Servers 1 1 9 5 Total Servers: 2 Total Servers: 14 ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    22. 22. History of Continuous Innovation ShoreTel 6.1 ShoreTel 8.1 ShoreTel 5.1 Bridge Call App Expanded Range of 10,000 Users Centrex Flash Devices, Voicemail ShoreTel 2 IP Phone Failover Switches; Advanced 1,000 Users ShoreTel 4.1 PSTN Failover ShoreTel 7.5 Functionality, ShoreTel 6 Unified Msg IP Phones 6-Way Conference Increased Capacity Improved Flexibility Office Anywhere Multi-Site AMIS Call Recording Improved Usability for Remote SIP SNMP SMDI PBX Extending ProductivityConnectivity Encryption ShoreTel 3 On Net Dialing ShoreTel 1 Prgm Buttons 5,000 Users Contact ShoreTel 9 144 Users Personal Call Mgr Center Enhanced Distributed PBX Presence Routing, 212k ShoreTel 7 Personalized Desktop Applications Group Pickup ShoreTel 8 Distributed VM IVR, ACD, CTI, Communications Web Management Escalation Improved Workgroup Queue E-mail / Web, Intl Dial Plan Real-time rpt, WG Overflow Interfaces, Video, 230 Web Reporting Additional SIP Custom rpt New Switches Device Support 560g 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 100 110 BB 24 IP 565g ShoreTel 9 560/530/210 IP 8000 N+1 Spare ShoreTel 4.2 Contact ShoreTel 4.3 Switch Option Distributed Center ShoreTel 1.1 Multiple Line TMS ShoreTel 5.2 Supports Operator Intercom Network PRI Languages 115 More Agents, SoftPhone IP 565 Account Hunt Groups Improved Workflow, ShoreTel 1.2 FindMe Codes Whisper Page Better Support for Workgroup Web Client Routing Multiplicity, Monitor, Group Page Abandoned Calls CDR Barge Terminal Services SMDI VM 265 ShoreTel CONFIDENTIAL IP 230g (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    23. 23. ShorePhone IP Telephones IP 212 k IP 230 / IP 230g* IP 565g* Key Systems w/BB24 Operators / Assistants Color Bluetooth® IP 115 IP 560 / IP 560g* IP 265 IP 8000 Lobby Executive/ Professional Conference Assistant Rooms * Gigabit desktop support ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    24. 24. Sound – High-Fidelity Voice Quality High-fidelity, phenomenal clarity • Wide-band IP phone • 7 versus 3 octaves of range • “4x” performance 16KHz x 16-bit = 256Kbps Speakerphone for hands-free freedom • Designed by acoustic engineers • Large, concave speaker cavity • Resonant volume Microphone performs like a handset Frequency Range (Hz) • Perfectly located for maximum Wide Band (50–7000) conversation pickup and minimum speakerphone feedback Narrow Band (300–3400) • Handset-level performance on a speakerphone 0 1000 2000 3000 4000 5000 6000 7000 ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    25. 25. ShoreWare Personal Call Manager Rich Unified Communications •Unified Messaging – Visual call control, directory access, call logs and information – Integrate voice messages in e-mail and visually manage messages •Rich Mobility Suite – Office Anywhere assignments – Find Me – Range of call handling options ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    26. 26. ShoreWare Professional Call Manager • Multimedia, Presence, and Media – Unified Communications suite • Combine voice, video, IM and management features to maximize productivity, reduce travel costs – Voice communications • Call management, integrated SoftPhone – Video communications • First to comply with enhanced H.264 SVC compression standard • Up to 1024 x 768 resolution – Instant messaging and presence • Worry-free, secure IM infrastructure • Point-to-point and multi-point IM • Presence change alert • Presence privacy management – Personalized Call Routing • Filter calls based on who is calling and your availability • Send them to voicemail, specific ringtones, Auto Find Me, specific numbers, or Announced Find Me ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    27. 27. ShoreWare Operator Call Manager • A flexible tool for managing enterprise Unified Communications – Advanced call management features – Customizable interface lets users arrange the view based on their work style – One single interface reduces training efforts – Virtual operator capabilities reduce staffing requirements – Detailed information enables users to deliver a higher level of service – Virtual operator functionality frees up your workforce – Office Anywhere feature lets users work Streamlining customer competently from home interactions through high-quality call handling ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    28. 28. ShoreWare Mobile Call Manager Simple Access to Information and Settings • Active display of voicemail and call history summary and current Office Anywhere mode • Quickly access corporate directory, voicemails, and call history • Active display of current call handling mode Easily change settings: • Select how calls are routed for each call handling mode • Assign any phone as your extension • Choose favorite Mobile Call Manager landing page • Optimize data download speeds ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    29. 29. Empowering the Mobile Worker Office Anywhere Find Me • At home – Office Anywhere! – IP phone – Soft phone • At the airport / hotel – Soft phone – Web client (personal options) • While driving IP Phone – Follow me / find me • At another office Soft Phone – Office Anywhere! • All fully integrated – No additional management consoles! – No additional servers! ∴ Increased Corporate Productivity ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED 29
    30. 30. Choices in Teleworking Remote Worker • Flexible solutions for your needs – SoftPhone easy to deploy . . . but dependent on PC and internet Soft – IP phone user friendly . . . but dependent on D at a Phone and Software VPN internet V o ice – Office Anywhere is ideal . . . 100% User’s predictable . . . Service Provider V oi Internet ce a nd Customer’s Da t a Service Provider IP Phone Hardware VPN Da ta Applications ShoreGear-T1 - VoiceMail - AutoAttendant - Workgroups - Management PSTN Office ShoreGear-120/24 IP Anywhere ShoreTel Call Manager Software VPN PSTN Headquarters Office ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    31. 31. Applications for Business Integration • ShoreTel Salesforce.com Call Center Adapter – Take advantage of extensive embedded telephone call control features • ShoreTel Cost Recovery Integration – Combine legal & professional billable call time tracking with your cost recovery application • ShoreTel NetSuite Integration – Automate key business functions using a single interface • Developer Network Program – APIs to Integrate with enterprise applications ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    32. 32. Complete Contact Center Portfolio Call Center Role CIM Customer Interaction Management System Enterprise-wide Enterprise Strategic Value Contact Center Service Contact Center Differentiator Valued Asset Workgroups Necessary Technology Tactical Basic Emerging Advanced Leading Edge ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    33. 33. ShoreWare Contact Center Solutions • Workgroups – Practical solution for small, informal Automatic Call Distributor (ACD) groups – Easy-to-use desktop tools, queue and agent monitoring and reporting • Contact Center – Medium-sized inbound contact centers • Inbound routing rules • Sophisticated real-time and historical reporting • Scheduled callback and abandoned callback • Wallboard support • Enterprise Contact Center – Advanced multimedia contact centers (e-mail and Web contacts) • Universal queuing and enterprise resource matching • Advanced call routing • Outbound calling options • Syntellect Customer Interaction Management System – Advanced contact centers • Multi-site distributed • Advanced services • Refined business analytics ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    34. 34. Safe from WAN and Router Failure External Calls Branch Office PSTN • WAN failure – Internal calls within site fully operational – Internal calls between sites get PSTN fail-over – External calls fully operational Note: Multi-site least cost routing and Internal Calls internal calls fully operational between PSTN Fail-over connected sites! for Internal IP Multi-site Calls WAN PSTN PSTN Headquarters Office Regional Office ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED 34
    35. 35. Safe from Call Processor Failure Branch Office PSTN • Call processor failure – IP phones register with available ShoreGear voice switches at the site – N+1 survivability IP IP Phone WAN Fail-over PSTN PSTN Headquarters Office Regional Office ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED 35
    36. 36. Safe from Trunk or PRI Gateway Failure Branch Office PSTN • Trunk or PRI Gateway failure – Outbound calls route around failed gateway – Inbound calls re-routed by service provider (PRI) Gateway Fail-over IP for External Calls WAN PSTN PSTN Headquarters Office Regional Office ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED 36
    37. 37. Safe from LAN Failure Branch Office PSTN • LAN failure – Redundant uplinks on the ShoreGear voice switch IP WAN PSTN PSTN LAN Port Fail-over Headquarters Office Regional Office ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED 37
    38. 38. Safe from Voicemail Failure Redundant Options for Server failure 2 Branch Office PSTN 1. Distributed Voicemail Server 50 or 90V 2. ShoreGear 50V or 90V 3. Double Take fully redundant server Distributed 1 VM Server IP WAN ShoreWare VM Server PSTN 3 ShoreWare DoubleTake VM Server Server PSTN Headquarters Office Regional Office ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED 38
    39. 39. The ShoreTel Advantage • Unmatched reliability and scalability • Switch-based platform with distributed software architecture • Easiest-to-use – ranked #1 by users of Pure IP Unified Communications systems • Simplified management • Low total cost of ownership • World-class customer satisfaction Most Satisfied 2nd Year In A Row! ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
    40. 40. Thank You! Questions? Jim Anderson Transcend Communications 763-488-6056 jim.anderson@transcendinc.net ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED 40
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