Microsoft Lync and ShoreTel UC are two unified communications solutions compared in the document. Microsoft Lync 2013 consists of Lync Online, Lync Hosting Pack v2, and Lync Server, while ShoreTel offers its UC platform and hosted VoIP solution ShoreTel Sky. While Lync Online offers strong collaboration features, it lacks robust enterprise voice capabilities and relies on partners. ShoreTel Sky provides over 90 enterprise voice features with a 99.99% uptime SLA. Lync Hosting Pack v2 also lacks advanced voice features and relies on third party service providers for support and updates. ShoreTel is positioned as a more reliable and full-featured UC provider compared to the partner-reliant options from Microsoft.

1. WHITE PAPER
Microsoft Lync and ShoreTel UC:
A Competitive Analysis

2. Table of Contents
1. Introduction. . .3
2. What is Unified Communications. . .3
3. A brief history of Microsoft’s Unified Communications strategy. . .4
4. ShoreTel’s approach to Unified Communications . .5
5. Side-by-side comparison of Lync 2013 and ShoreTel . .5
6. Integration. . .11
7. Conclusion. . 12
Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 2

3. 1. Introduction
The Unified Communications (UC) industry is expected to grow by 30 percent
between 2013 and 20181. As UC in the cloud becomes an increasingly popular delivery
method, companies are seeking to develop new product offerings that will excel
within previously established markets, venues and customer base.
Microsoft is perhaps one of the most recognized brands in the world, but its entry
into the enterprise voice space is relatively recent compared to veteran IP telephony
vendors. Microsoft established its Unified Communications Group (UCG) in 2006 to
spearhead its efforts into IP telephony. Since then, the group has released versions
with increased capabilities and functionality, most recently with its Lync 2013 product.
In contrast, ShoreTel has been a staple of the UC industry since 1996 – with consistent
market growth, product innovation and application enhancements.
This whitepaper examines how these two companies compare, both product offerings
and go-to-market strategy.
2. What is Unified Communications
The desire for a faster, easier and media-rich connection linking employees with
companies gave rise to the unified communications industry. IP telephony, email,
audio/video/web conferencing, mobile phones, and instant messaging are a few
of the technologies that are now standard requirements for enterprises of all sizes,
Seamlessly integrating these capabilities in real-time with existing and emerging
business applications, enabling collaboration regardless of location, is the current
driver for providers.
The collection of Unified Communications components vary by provider, however the
most common are:
• An Internet Protocol (IP) network – a group of computer hosts that share a common
physical connection and use IP for communication
• An IP telephony capability, often referred to as Voice over Internet Protocol (VoIP) –
phone service using the Ethernet, router and the Internet
• Integration software – desktop software to enable integration of services and
applications
1 Synergy Research Market Data, UC Applications, 2014 Q2.
Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 3

4. • Mobile options – soft phones or smart phones to allow easy access from anywhere
• Security features – integrated elements to ensure restricted access to the network
• Instant messaging – real-time communication between employees, partners and
vendors
• Conferencing – video, audio and web-based meetings
• Presence details – the ability for users to view other’s availability in real-time
• Collaboration tools – ability to share documents and make real-time updates
The recent launch of Microsoft Lync 2013 will no doubt make an impact in the UC
market. A comparison of Microsoft’s products with those of ShoreTel is detailed
below.
3. A brief history of Microsoft’s Unified Communication strategy
Microsoft launched Live Communications Server in 2003, replacing the presence and
IM features of Exchange 2000. Microsoft branded the product as “a manageable and
extensible Instant Messaging (IM) solution and platform.”
After a couple of modifications, it renamed the product Office Communications
Server (OCS) 2007 with the addition of VoIP, voice and conferencing features. In 2010,
it renamed the product Lync, touting it as “the next generation of Microsoft’s unified
communications software that enables people to connect in new ways, anytime,
anywhere.”
Its newest release is Lync Server 2013. In 2013, Gartner rated Microsoft as “Promising”
in its study2 of top UC vendors, the third highest possible rating, behind “Positive” and
“Strong Positive.” Perhaps one of the reasons the company only faired average is that
Gartner sites Lync implementations to be complex and requiring “significant IT staff
resources and channel partner integration expertise.”
2 Megan Marek Fernandez, Jay Lassman, “MarketScope for Unified Communications for
SMB Market, North America,” Gartner, Inc., Aug. 21, 2013.
Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 4

5. 4. ShoreTel’s approach to Unified Communications
ShoreTel entered the IP telephony market in 1996 and made its first installation of a
distributed IP PBX with desktop applications and web management in 1998. By the
end of 2000, the ShoreTel solution included unified messaging, presence, distributed
voicemail, integrated workgroups and an international dial plan. Intercom, soft phones,
Find Me, web client, monitor and barge, and Windows terminal services were added in
2003.
Over the next decade, ShoreTel’s capabilities and features expanded to provide one
of the most robust unified communications platforms in the industry, including PSTN
failover, mobility solutions, enterprise contact center, video conferencing and cloud
service delivery, to. In 2013, Gartner gave ShoreTel the highest rating, “Strong Positive,”
for Unified Communications for the SMB Market in North America; ShoreTel is the only
company to receive that highest ranking for four consecutive years.
5. Side-by-side comparison of Lync 2013 and ShoreTel
Lync 2013 consists of Lync Online, a hosted version not requiring any customer premises
equipment; Lync Hosting Pack v2 (LHP), a multi-tenant version for service providers; and
Lync Server, the on-premises version of Lync.
Lync Online
Lync Online is hosted in Microsoft’s data center and costs $2 to $5.50 per user per
month, making it specifically targeted to SMBs. It can also be purchased as part of Office
365. It includes:
• Lync-to-Lync IM, voice and video chat
• Lync meetings
• Lync mobile
While Lync Online offers strong Lync-to-Lync and meeting features, its reliance on service
providers for enterprise voice features and PSTN calling make it difficult for businesses to
use it as a replacement for existing telephony services.
ShoreTel offers its hosted VoIP via ShoreTel Sky. It is conveniently priced on a per-user
basis, making it attractive for SMBs. It includes robust enterprise voice features and
provides users with a seamless, tightly integrated end-to-end experience.
Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 5

6. Lync Online vs. ShoreTel Sky
Category
Enterprise
Voice
Service
Continuity
Reliability
Lync Online
• No native enterprise voice
features
• Some enterprise voice
features may be available
through Microsoft partners
• Microsoft has shifted its
strategy with Lync Online
several times
• Tiered credit SLA starts at
99.9%
• Office 365 uptime has not
exceeded 99.99%
• Office 365 has experienced
several widely-publicized
outages since 2011
ShoreTel Sky
• 90+ Enterprise Voice
features
• ShoreTel Sky has provided
hosted voice services since
2000
• ShoreTel Sky provides
customers with a 99.99%
SLA
Cutomer Impact
• Lync Online cannot provide
enterprise voice features on
its own. Businesses must rely
on partners, which increases
the cost and complexity of
the service
• Investment in Lync Online
can be risky, given
Microsoft’s frequent shifts in
strategy
• ShoreTel Sky has a long
history of providing business
voice services to customers
• Office 365 has a history of
outages, since the service
was launched in 2011.
• ShoreTel Sky’s SLA provides
credits if service availability
is less than 99.99%
Lync Hosting Pack v2
While the IM/presence and meeting capabilities of Lync Hosting Pack v2 (LHP) are
mature, it is deployed, maintained and updated by the service provider. The quality and
reliability of LHP services strictly depends on the service provider. LHP is targeted at
SMBs and mid-market firms. It includes the same features of Lync Online, as well as PSTN
calling and enterprise features, provided by service providers. It does not have advanced
enterprise voice features such as call park and remote call control.
Lync Hosting Pack v2
See table on next page
Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 6

7. Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 7
Category
Company Background/
Financial Stability
Reliability
Customer Service
Product Updates
Installation, Training &
Support
Administration
Enterprise Voice
Contact Center
Audio Conferencing
Application Integration
Licensing
Lync Hosting Pack
• Many LHP providers are small firms
with limited financial transparency
• Few LHP service providers offer an
SLA
• It is often difficult to assess the level
of service provided by an LHP service
provider
• LHP providers are responsible for
updating and maintaining software.
• Customers will likely have no
assurance that their service provider is
using current versions of LHP software
• Unknown, varies by provider
• Varies by LHP provider
• Since hosted PBX services are
separate from LHP services, custom-ers
will likely need multiple adminis-tration
interfaces to managed PBX
and UC services
• Additional services, such as contact
center, are provided by third-parties
and require separate admin interfaces
• LHP lacks integrated enterprise voice
features, such as call park and remote
call control
• None, requires third-party software
• Must be enabled by a third-party
audio conferencing provider
• Support varies by LHP provider
• LHP lacks an integrated contact
center solution, increasing the cost
and complexity of application
integration projects
• Hosting partner must purchase
Subscriber Access Licenses on the
behalf of customers
• Existing customer agreements can
increase the complexity of licensing,
with both service provider and
customer purchasing licenses
ShoreTel Sky
• ShoreTel is a publicly traded company
with extensive cash reserves and little
debt
• ShoreTel Sky provides customers with
a 99.99% SLA
• ShoreTel Sky publishes its support
metrics, including average time to
respond and resolve issues
• ShoreTel’s Net Promoter Score is the
highest among its peers
• ShoreTel Sky continues to invest
heavily in innovating its call control
platform
• ShoreTel Sky installations are
managed by professional project
managers
• Call flow setup is included
• On-demand support & training are
available with the push of a button
• ShoreTel Sky Portal provides custom-ers
with an intuitive web-based
interface for managing Sky services
internally
• 90+ Enterprise Voice features
• ShoreTel Sky is available with a tightly
integrated contact center offering
• On-demand and scheduled confer-encing
options
• ShoreTel Sky enables integration with
CRM, ERP and Applicant Tracking
systems
• Simple, per user
subscription
Cutomer Impact
• ShoreTel’s financial transparency
provides customers with confidence in
their environment
• ShoreTel Sky ensures mission-critical
voice services are available
• Customers can be confident of
ShoreTel Sky’s customer service record
• It is unlikely that LHP providers will
offer the same level of visibility into
their service history, making invest-ment
in these firms risky
• ShoreTel Sky customers can be
confident they are using the current
version of ShoreTel software
• LHP customers may be stuck on older
versions of LHP software until their
service provider invests in an upgrade
• Many LHP providers are still offering
hosted Lync 2010
• ShoreTel Sky provides customers with
comprehensive installation, training
and support
• LHP providers are unlikely to offer the
same level of support to their
customers
• ShoreTel Sky provides customers with
a simple interface for all services
• LHP customers will likely be forced to
use multiple interfaces for hosted PBX
services, Lync and additional services
such as contact center
• ShoreTel Sky has a mature enterprise
voice feature set that is critical for
high volume call environments
• ShoreTel Sky’s integrated contact
center offering saves installation and
integration costs
• ShoreTel Sky’s integrated audio
conferencing capabilities reduce
integration costs
• ShoreTel Sky and ShoreTel Sky
Contact Center provides comprehen-sive
integration with business
applications
• LHP relies on third- party providers
and/or service providers
• LHP licensing is complex, making it
difficult for customers to understand
actual pricing
• ShoreTel Sky’s subscription is
transparent and easy to manage

8. Lync Server 2013
Lync Server is the on-premises version of Lync and typically requires multiple servers,
including Front End, Edge, Persistent Chat, Mediation, Director and Back End database
servers. Exchange UM provides unified messaging capabilities. Lync Server 2013 IM,
presence, chat, video chat and meeting features are robust and mature, however it is
considered expensive to deploy by smaller firms. The many server roles of Lync 2013
represent a significant fixed cost, as well as variable costs for client licenses. For a
high availability deployment, Lync Server 2013 has substantial minimum requirements,
decreasing customer flexibility and increasing TCO.
In a recent independent study conducted by Nemertes , ShoreTel was found to have the
lowest annual operational cost across the top seven vendors while Microsoft had the
highest, more than 400% higher than ShoreTel. Microsoft had one of the lowest capital
cost per end unit but the high ongoing operational cost increase the TCO beyond what
many organizations find acceptable.
Lync Server 2013 vs. ShoreTel
Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 8
Category
Architecture
Architecture
High Availability
Scalability
Virtualization
Investment Protection
Lync Hosting Pack
• Centralized
• Lync Front End servers deployed at
HQ. SBAs deployed at branches
• High Availability relies on pooling at
HQ and SBAs at branches
• Disaster recovery requires pools at
multiple sites
• Lync 2013 has significant minimum
requirements for an HA deployment
that represents a substantial fixed
cost for deployments up to about
12,000
• Hyper V
• VMware v4.x
• Live movement not supported
(vMotion)
• Minimum hardware requirements of
Lync 2013 have increased from Lync
2010
• Lync 2010 customers near minimum
requirements will need to purchase
new hardware
ShoreTel Sky
• Distributed or centralized
• ShoreTel voice switches can be
distributed across multiple sites
• N+1 redundancy
• Redundant voice switches can be
centralized or distributed
• Up to 20,000 users
• Modular scalability enables businesses
to add capacity incrementally
• VMware 4.x
• vMotion and other VMware features
supported
• Voice Switches can be virtualized with
14.2
• Additional Voice Switches can be
added as needed to existing switches
• Investment in Voice Switches is always
protected
Cutomer Impact
• Lync’s centralized architecture
provides less flexibility than ShoreTel.
The Lync FE server pool with SBAs at
branches will generally be more
expensive to deploy
• ShoreTel customers have a number of
flexible, HA deployment options
• HA Lync Server 2013 deployments are
costly and inflexible
• Lync 2013 may be too expensive for
businesses up to 12,000 users
• ShoreTel allows businesses to deploy
a solution that closely meets users
and availability requirements
• Lync Server 2013 virtualization options
aren’t practical for smaller firms
• ShoreTel’s virtualization options
provide added flexibility and TCO
savings
• Increased hardware requirements will
likely force businesses to purchase
new hardware to migrate
• ShoreTel allows customers to scale,
protecting prior investments in
hardware

9. Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 9
Category
Total Cost of
Ownership
Hardware Acquisition
Cost
Minimum Hardware
Requirements
Software Acquisition
Cost
Operational Costs
Administration
Call Management
Call Handling
Call Park
Transfer
Lync Hosting Pack
• HA deployments require 20+ servers
• Hardware requirements for FE servers
are substantial
• 64-bit dual processor, hex-core 2.25
GHz or higher
• 32GB RAM
• 8+ 10,000 RPM HDD, 2 using RAID 1,
6 using RAID 10
• Each FE server requires Lync 2013
• DBs require SQL
• All servers require Windows Server
• Plus CALs for each enterprise voice
seat
• The cost of Lync internal staff is $217
per user compared to a median of
$162
• Lync training costs are $160 per user
compared to a median of $100
• Equipment maintenance and the cost
of third-parties are significantly higher
than the industry median
• Administration complexity increases
operational costs
• Multiple admin interfaces
• Certification increases salary costs
• Lync’s only option is do not disturb
• Calls put on hold into Parking Lot
• Hyperlinks enable other users to
pickup call
• Options for call park, transfer to other
numbers or voicemail
ShoreTel Sky
• Voice Switches can be added
incrementally
• Service Appliances or industry
standard servers used for HQ servers
• Medium deployment of 2,500 users
requires:
• Intel Xeon 5520 Single Quad Core
2.27 GHz
• 8 GB RAM
• Voice Switches require no additional
hardware
• Only HQ Server and Distributed Voice
Servers require software and Windows
Server
• ShoreTel operational costs are on
average 33% lower than the industry
median
• The cost of ShoreTel internal staff is
19% less than the median
• Equipment maintenance is 33% lower
than the median
• The cost of third-parties and training
are half of the median cost
• Single admin interface
• MAC-Ds can be performed by
average PC users
• Simplicity results in lower admin costs
& salaries
• Five call handling modes can be
customized
• Modes set manually or automatically
• Calls can be parked at extension
• Recipient can be alerted with intercom
or page
• Consultative, intercom and whisper
transfer options for users or voicemail
Cutomer Impact
• The upfront investment for Lync
2013 is substantial
• A variety of ShoreTel Voice Switches
can be used to minimize hardware
costs
• Lync 2013 requires costly hardware for
any deployment
• ShoreTel hardware requirements vary
based on deployment size and are
lower than Lync 2013 requirements,
even for large deployments
• Minimum requirements for Lync
include 20+ servers and the software
acquisition cost can be substantial
• ShoreTel server and software
requirements are less, lowering
acquisition costs
• Lync operational costs are nearly
200% greater than the industry
median and 290% greater than
ShoreTel
• The substantial operational cost of
Lync are due to challenges related to
integration and sound quality
• Ongoing administrative costs are
lower with ShoreTel due to administra-tive
simplicity
• ShoreTel’s multiple call handling
modes eliminate the need to
manually change messages and call
forwarding rules
• ShoreTel provides audible means of
alerting recipients
• Lync relies on IM/parking lots
• Lync’s transfer options are manual and
require multiple steps
• ShoreTel provides additional call
transfer options with quick access to
features

10. Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 10
Category
Other Calling Features
Recording
Intercom, Paging,
Night Bell
Call Intervention
Clients
Client Types
Client Access Levels
Client Customization
Lync Hosting Pack
• Recording is limited to Lync to Lync
calls, no regular phone call recording
outside of meetings
• Not native to Lync but can be enabled
by third-party
• None
• Lync 2013
• Lync Basic 2013
• Lync Windows Store App
• Mobile-Windows Phone, iOS, Android
and Symbian
• Lync for Mac 2011
• Single level of access
• Interface is largely static
• Slight modifications can be made
when viewing videos
ShoreTel Sky
• ShoreTel allows users to record their
own calls and calls of other users
• Recordings can be delivered to
voicemail or sent via email
• Calls can be placed simultaneously to
multiple users through the intercom
• Calls can be broadcasted through
paging system by dialing page
extension
• Site-wide signaling and pickup from
dial menu
• Various intervention types, including
Barge In, Silent Monitor, Silent Coach
and Whisper
• Communicator (Windows, Mac)
• Communicator for Web
• Mobility Client (iOS and Android)
• Web
• Personal
• Professional
• Workgroup Agent Access
• Workgroup Supervisor
• Operator
• Drag and drop window arrangement
• Buttons can be added/hidden
• Toolbars can be rearranged
Cutomer Impact
• Lync does not support recording
regular calls
• ShoreTel provides numerous
recording options for internal and
external calls
• Lync customers incur additional
expense for these features
• Integration of intercom, paging and
night bell features give customer
options
• The lack of intervention capabilities
makes Lync a poor fit for customers
with high call volume
• ShoreTel gives customers numerous
options
• Lync 2011 client for Mac was only
recently updated for Lync 2013 and
still lacks some features of the Lync
2013 client
• Lync has limited options
• ShoreTel’s multiple access levels
enable customers to deploy a solution
tailored to end-user needs
• Lync 2013 client lacks flexibility and
can be confusing for users
• ShoreTel Communicator can be
customized for different user roles
and capabilities

11. 6. Integration
It is not an all or nothing proposition when it comes to Microsoft Lync and ShoreTel.
Organizations already deployed on a Microsoft system may prefer to standardize on that
application, rather than force end-users to switch.
ShoreTel Innovation Network Partner, iLink recognizes that every organization has a
different approach and a unique roadmap for UC. As a result, no one size fits all, so the
iLink integration allows customers using both ShoreTel and Microsoft products in their
UC deployment to individually mix and match features of both products.
Remote Call Control
Once integrated with the ShoreTel UC system through the ShoreTel CSTA Server, the
Microsoft UC client can control any telephone (analog or IP) connected to the ShoreTel
system and trigger telephone calls by clicking on the contact name in the Microsoft UC
client. The Lync screen popup for incoming ShoreTel calls is also supported.
Telephony Presence
A Microsoft UC user can now display telephony presence in addition to instant
messaging (IM) status to all their contacts, including those in outside organizations
federated with them. RCC-enabled Lync users can now “pin” their contacts and call them
as soon as they receive notification that they have become available.
Ultimately organizations can leverage existing investments and reduce training
requirements, thus improving productivity with telephony presence and alerts.
Microsoft Lync and ShoreTel UC: A Competitive Analysis PAGE 11

12. 7. Conclusion
While Microsoft will inevitably continue to expand its offerings and services, its approach
to Unified Communications will likely require heavy reliance on third parties and service
providers. ShoreTel’s “end-to-end” solution is developed internally, including phones,
advanced features and applications, service delivery platforms and combined with world-class
customer service. When weighing UC provider options, buyers might find that the
Lync product’s ongoing system management and operational costs are hard to justify
when more robust solutions like those from ShoreTel exist for a fraction of the overall
cost.
There are many factors to consider when determining which UC provider best fits a
company’s current and future business communications needs. Both Microsoft and
ShoreTel are well-known names in the industry, but they differ greatly on their approach
and focus toward unified communications.
About ShoreTel
ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple IP phone systems and
unified communications solutions. Its award-winning on-premises IP-PBX solution and cloud-based
hosted phone system eliminate complexity and improve productivity. Recognized for
its industry-leading customer experience and support, ShoreTel’s innovative business phones,
application integration, collaboration tools, mobility, and contact center applications enable users
to communicate and collaborate no matter the time, place or device, with minimal demand on IT
resources. ShoreTel is headquartered in Sunnyvale, Calif., and has regional offices and partners
worldwide. For more information, visit www.shoretel.com.
WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. shoretel.com and shoretelsky.com
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Copyright © 2014 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein
are the property of their respective owners. Specifications are subject to change without notice. Part #800-2042-01/09.14