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Transcend/ShoreTel Overview


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Transcend/ShoreTel Overview

  2. 2. Who is Transcend? <ul><li>Delivering business solutions since 1984 </li></ul><ul><li>Value Added Partner </li></ul><ul><ul><li>Snapshot sales process </li></ul></ul><ul><ul><li>Methodical implementation process </li></ul></ul><ul><ul><li>Quality assurance program </li></ul></ul><ul><ul><li>Security blanket 24x7 service </li></ul></ul><ul><ul><li>Software release management </li></ul></ul><ul><ul><li>Tigerpaw relationship management </li></ul></ul><ul><li>Experiencing high growth </li></ul><ul><li>Financially strong </li></ul><ul><li>National 1 n Service Partner </li></ul>for the last 3 years! Over 95% Customer Satisfaction Partner Worldwide #1 ShoreTel Sales Assess Design Implement Accept Our Sales and Project Process
  3. 3. <ul><li>25 </li></ul><ul><li>44/27 </li></ul><ul><li>96.21% </li></ul><ul><li>30% in 3 </li></ul><ul><li>3000 </li></ul><ul><ul><li>We also sit on the ShoreTel and Avaya VAR Council </li></ul></ul>Success in Numbers |Focus on Customers
  4. 4. What Solutions Does Transcend Provide? This base and its building blocks are Transcend’s discipline. Data Security Enterprise Network LAN/WAN IP Telephony IP Wireless IP Video
  5. 5. TRUE CONVERGENCE RSA AVAYA SHORETEL Cisco, ADTRAN, HP… VBRICK LIFESIZE We only partner with vendors who believe in the same value propositions as Transcend HP
  6. 6. ShoreTel’s Pure IP Telephony Solutions
  7. 7. 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.
  8. 8. <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!
  9. 9. 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
  10. 10. More Than 9,600+ Customers Across All Industries
  11. 11. Customer Satisfaction Survey Results Q1 CY05~Q2 CY09 Ranking World Class Very Good – Excellent
  12. 12. 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
  13. 13. 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)
  14. 14. ShoreTel Products ShoreWare ® Applications ShorePhone TM IP Telephones ShoreGear ® Voice Switches Fully Featured Pure IP Unified Communications System Communications Made Easy.
  15. 15. ShoreGear Voice Switches <ul><li>Family of switches to meet all customer needs </li></ul><ul><ul><li>Various IP Phone capacities </li></ul></ul><ul><ul><li>Combo boxes: IP Phones, Analog & T1 in 1 switch </li></ul></ul><ul><ul><li>International models supporting BRI and E1 </li></ul></ul><ul><li>Fully modular </li></ul><ul><ul><li>Growth simply means adding </li></ul></ul><ul><ul><li>additional switches to what you have </li></ul></ul><ul><li>Call processing load balanced across all switches </li></ul><ul><li>N+1 redundancy </li></ul><ul><ul><li>By simply adding a single additional switch at a site </li></ul></ul>
  16. 16. ShoreGear Voice Switch Family ShoreGear 30 ShoreGear 50 ShoreGear 30BRI ShoreGear 90 ShoreGear 90BRI ShoreGear 220T1A ShoreGear 24A ShoreGear 90BRIV* ShoreGear E1k ShoreGear T1k ShoreGear 120 ShoreGear 50V ShoreGear 90V ShoreGear 220E1 ShoreGear 220T1
  17. 17. ShoreGear Availability 99.9997% 38.8 340,000 135,600 Mean 99.9997% 44.5 390,000 154,200 T1 and E1 99.9997% 34.2 300,000 132,300 40/8 99.9997% 34.2 300,000 91,000 60/12 99.9997% 38.8 340,000 84,500 120/24 Availability, 1 Hour MTTR Demonstrated MTBF Years Demonstrated MTBF Hours Predicted MTBF Hours ShoreGear Model
  18. 18. 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
  19. 19. 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
  20. 20. 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 ®
  21. 21. Sound – High-Fidelity Voice Quality <ul><li>Speakerphone for hands-free freedom </li></ul><ul><ul><li>Designed by acoustic engineers </li></ul></ul><ul><ul><li>Large, concave speaker cavity </li></ul></ul><ul><ul><li>Resonant volume </li></ul></ul><ul><li>Microphone performs like a handset </li></ul><ul><ul><li>Perfectly located for maximum conversation pickup and minimum speakerphone feedback </li></ul></ul><ul><ul><li>Handset-level performance on a speakerphone </li></ul></ul><ul><li>High-fidelity, phenomenal clarity </li></ul><ul><ul><li>Wide-band IP phone </li></ul></ul><ul><ul><li>7 versus 3 octaves of range </li></ul></ul><ul><ul><li>“ 4x” performance 16KHz x 16-bit = 256Kbps </li></ul></ul>0 1000 2000 3000 4000 5000 6000 7000 Narrow Band (300–3400) Wide Band (50–7000) Frequency Range (Hz)
  22. 22. 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>
  23. 23. 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>
  24. 24. 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
  25. 25. 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>
  26. 26. Empowering the Mobile Worker <ul><li>At home </li></ul><ul><ul><li>Office Anywhere! </li></ul></ul><ul><ul><li>IP phone </li></ul></ul><ul><ul><li>Soft phone </li></ul></ul><ul><li>At the airport / hotel </li></ul><ul><ul><li>Soft phone </li></ul></ul><ul><ul><li>Web client (personal options) </li></ul></ul><ul><li>While driving </li></ul><ul><ul><li>Follow me / find me </li></ul></ul><ul><li>At another office </li></ul><ul><ul><li>Office Anywhere! </li></ul></ul><ul><li>All fully integrated </li></ul><ul><ul><li>No additional management consoles! </li></ul></ul><ul><ul><li>No additional servers! </li></ul></ul>Soft Phone Find Me IP Phone Office Anywhere  Increased Corporate Productivity
  27. 27. Headquarters Office ShoreGear-T1 ShoreGear-120/24 PSTN Choices in Teleworking Applications - VoiceMail - AutoAttendant - Workgroups - Management IP ShoreTel Call Manager Remote Worker Internet Customer’s Service Provider <ul><li>Flexible solutions for your needs </li></ul><ul><ul><li>SoftPhone easy to deploy . . . but dependent on PC and internet </li></ul></ul><ul><ul><li>IP phone user friendly . . . but dependent on internet </li></ul></ul><ul><ul><li>Office Anywhere is ideal . . . 100% predictable . . . </li></ul></ul>User’s Service Provider Soft Phone Voice and Data Software VPN IP Phone Hardware VPN Voice and Data PSTN Office Anywhere Software VPN Data
  28. 28. Applications for Business Integration <ul><li>ShoreTel Call Center Adapter </li></ul><ul><ul><li>Take advantage of extensive embedded telephone call control features </li></ul></ul><ul><li>ShoreTel Cost Recovery Integration </li></ul><ul><ul><li>Combine legal & professional billable call time tracking with your cost recovery application </li></ul></ul><ul><li>ShoreTel NetSuite Integration </li></ul><ul><ul><li>Automate key business functions using a single interface </li></ul></ul><ul><li>Developer Network Program </li></ul><ul><ul><li>APIs to Integrate with enterprise applications </li></ul></ul>
  29. 29. 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
  30. 30. 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>
  31. 31. Safe from WAN and Router Failure <ul><li>WAN failure </li></ul><ul><ul><li>Internal calls within site fully operational </li></ul></ul><ul><ul><li>Internal calls between sites get PSTN fail-over </li></ul></ul><ul><ul><li>External calls fully operational </li></ul></ul><ul><ul><li>Note: Multi-site least cost routing and internal calls fully operational between connected sites! </li></ul></ul>PSTN Regional Office Headquarters Office Branch Office PSTN IP WAN Internal Calls PSTN Fail-over for Internal Multi-site Calls External Calls PSTN
  32. 32. Safe from Call Processor Failure <ul><li>Call processor failure </li></ul><ul><ul><li>IP phones register with available ShoreGear voice switches at the site </li></ul></ul><ul><ul><li>N+1 survivability </li></ul></ul>PSTN Regional Office Headquarters Office Branch Office PSTN IP WAN IP Phone Fail-over PSTN
  33. 33. Safe from Trunk or PRI Gateway Failure <ul><li>Trunk or PRI Gateway failure </li></ul><ul><ul><li>Outbound calls route around failed gateway </li></ul></ul><ul><ul><li>Inbound calls re-routed by service provider (PRI) </li></ul></ul>PSTN Regional Office Headquarters Office Branch Office PSTN IP WAN Gateway Fail-over for External Calls PSTN
  34. 34. Safe from LAN Failure <ul><li>LAN failure </li></ul><ul><ul><li>Redundant uplinks on the ShoreGear voice switch </li></ul></ul>PSTN Regional Office Headquarters Office Branch Office PSTN IP WAN LAN Port Fail-over PSTN
  35. 35. Safe from Voicemail Failure <ul><li>Redundant Options for Server failure </li></ul><ul><ul><li>Distributed Voicemail Server </li></ul></ul><ul><ul><li>ShoreGear 50V or 90V </li></ul></ul><ul><ul><li>Double Take fully redundant server </li></ul></ul>PSTN Regional Office Headquarters Office Branch Office PSTN IP WAN ShoreWare VM Server ShoreWare VM Server PSTN Distributed VM Server DoubleTake Server 50 or 90V 1 2 3
  36. 36. <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 Most Satisfied 2 nd Year In A Row!
  37. 37. Thank You! Questions? Jim Anderson Transcend Communications 763-488-6056 [email_address]