shoretel brilliantly simple business communication [name] [title] [date]

ShoreTelBrilliantly simple business communication

[Name]

[Title] [Date]

© 2011 ShoreTel, Inc. All rights reserved worldwide.

ShoreTelUC Platform

ShoreTelIP Phones

ShoreTelSystem Management

ShoreTelServices

ShoreTelUser Applications

ShoreTelOpen Integration

One brilliantly simple solution for the way you work

2

Business Communication Solution

Unified

CommunicationsIP Phone System Contact Center

Unifying rich communication capabilities into a modular

design that scales and integrates with ease

Integrating voice, video, data across any device to

streamline collaboration and enhance productivity

Combining flexible yet sophisticated multimedia

contact center capabilities, to empower agents anywhere


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



IP Phone System

One brilliantly simple solution for the way you work

3

Business Communication SolutionAll-in-One

Contact CenterUnified

Communications


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Overall product vision

4

Call Control Messaging Contact Center Collaboration

Open Integration: APIs for integration and end-user customization

UC platform: embedded, distributed platform with N+1 redundancy

One user-centric interface to manage all solution

aspects

Simple and intuitive with access to the right

capabilities for each type of user

Simple to use and feature rich, with excellent sound

and great looks

System Management User Applications IP Phones


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Unified Communication

5

IntuitiveManagementCapabilities

Ergonomic IP Phones

AnywhereConnectivity

BusinessProcess

Integration

RichPresence

IntegratedCommunications

• Streamlined information at users’ fingertips

• Enterprise applications seamlessly integrated

• Enabled with key business information

• Effortless communications

• Access on any device: desktop, mobile, home

• Native mobility without extra servers

• Enhanced customer experience

• Valuable time savings

• Choice and control

• Ease of use: voice,video, presence,IM collaboration inone interface


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



IP Phone System

6


Ergonomic IP Phones


Ergonomic IP Phones

Rich Communication

Capabilities

Single ImageDistributed

Architecture

• Scalable modular design

• Single unified system

• N+1 reliability

• Preconfigured for ShoreTel UC

• Models for all user types and needs

• Centralized management

• Requires fewer IT resources

• Voice calling

• Unified messaging

• Improved productivity


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Contact Center

7


Ergonomic IP Phones

AgentsAnywhere

Analysis &Assessment

FlexibleCustomerContactHandling

FullyIntegrated Suite

• One client for the enterprise

• Self-service or agent assisted

• Voice, text, and email

• Rich analytical reporting

• Easily customizable

• Improved connectivity

• Users can work from anywhere: on the road, at home or in the office

• Improved customer experience

• Open and able to leverage your key business information

• Multimedia, integrated IVR, call routing


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




8


Open Integration: APIs for integration and end user customization



aspects

Single and intuitive with access to the right


Simple to use and feature with excellent sound and

great looks



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



UC platform

Distributed communication services and call control architecture embedded into the IP network. Accessed anywhere via user interfaces and APIs with a single image across all locations.

Voice and Messaging Services• Switch-based modular, N+1 distributed architecture

• High availability

• Scalable deployment

Unified Communications Services• Appliance-based, plug-and play

• Presence, IM, audio and web conferencing

Contact Center Services• Voice, multimedia, IVR, outbound

• Integrated single or multisite redundancy

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Platform software – voice services

Distributed Call Control Software

• Modular, peer-to-peer architecture• Each node is fully featured and stand-alone• Nodes mesh to create a single system

• Unique N+1 redundancy model• Each node backs-up other nodes

• Rich features and capabilities• Rich voice calling features• Interoperates via PSTN, ISDN, SIP

• Integrated applications• Integrated inbound basic ACD• Integrated, distributed messaging• Call reporting engine with account codes

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Platform software – voice messaging services

Voice messaging integrated inside the core software

• Mobility options for the road warrior• Notifications, Call Handling, Find-Me

• Integrated in the voice switches• Or via distributed voice server

• Rich voice messaging features• Compose, reply, forward,

• Mark as private or urgent

• Integrates into legacy networks• AMIS and SMDI integrations

• Integrated automatic attendant

• Flexible menus and dial by name

11


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Platform software – collaboration services

Distributed Conferencing and Instant Messaging

• Integrated Experience• Integrated into Director and Communicator• One Click Conference Scheduling for Outlook

• Unique Distributed Model• Site-based appliance model• System-based monitoring and reporting• System wide, floating licensing• Overload protection and fail-over

• Integrated Applications• Scheduled, reservation-less conferencing• Immersive audio conferencing• Simple desktop sharing• Secure enterprise IM• Multimedia recording

12


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Platform software – Office Anywhere

• Let’s users locate their “office anywhere”

• Reassign your extension to any telephone• Any other telephone in the office

• Your home or remote phone number

• Your cell phone if you are on the road

• Being remote is transparent to the enterprise• Call detail records tracked for

remote calls

• Presence visible to other people in the enterprise

• Barge, monitor, whisper to remote call center agents

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



System software – voice features

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Bridged call appearance Conference: 6-party Multiple emergency numbers

Call barge in Conference: blind, consultative Multiple line appearance

Call forward: busy, external, no answer Dial number: speed dial Music-on-hold

Call hold Directory dialing Operator: “0”

Call join Distinctive dial tone On hold reminder ring

Call park/unpark Distinctive ringing Office Anywhere

Call pickup extension E911 Paging

Call pickup group Group paging Pick up night bell

Call recording Hunt Groups Redial

Call redirect Intercom Ringdown

Call transfer: blind, consultative, intercom, mailbox, whisper Integrated voicemail Ring tone personalization

Call waiting Night bell Silent monitor

Caller ID: name & number Message waiting


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Voice switches

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A wide range of voice switches that support a rich set of industry-standard voice features and meet the needs of global organizations of all sizes:

ShoreTel Voice Switch 90V

ShoreTel Voice Switch 220T1A

ShoreTel Voice Switch 90BRIV

ShoreTel Voice Switch 24A

ShoreTel Voice Switch 50

• Analog Trunking

• Digital (PRI) Trunking

• BRI Trunking

• SIP Trunking

• High Capacity AnalogExtensions


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Simplify your IT environment

Server Centric Alternative

Headquarters Regional Office Headquarters Regional Office

Call Processing

Emergency Notification

Paging

Collaboration

Voicemail

Desktop Call Handling

Operator Client

Integrated System Mgmt

Contact Center

Total Servers 3 3 11 7

Total Servers = 4 Total Servers = 16

Appliance-based

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Switch on to Brilliant Simplicity

Feature Your Benefit

Easy-to-manage, fully distributed architecture

Low total cost of ownership

Simply add new switches to increase capacity for additional users

Modular scalability Pay as you grow and minimize upfront investments

N + 1 redundancy Help ensure 99.999% “five-nines” availability

Voice switches with embedded voicemail Ensures locally survivable voicemail in distributed deployments

Call Control provided by appliances Use of Flash memory and embedded OS eliminates most common failure point—mechanical disk drives

Power fail transfer Backup analog lines available in the event of a power outage

Single image system Centralized management – configuration changes need only be made once, propagating throughout the system saving time and money

IP and analog phone support Flexibility and choice to meet business needs

Superior energy efficiency Up to 62 percent energy savings compared to server-based solutions (verified in independent tests by The Tolly Group)

Space-efficient design Stackable, require less real estate

Dynamic echo cancellation, dynamic jitter buffering, lost packet handling, and wideband codecs

Superior voice quality

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




Easy to deploy and manage in house

Reduced costs

Embedded IM server Quickly IM the expert to improve response

Easy-to-use interface Reduced training efforts

Scheduled or reserved conferencing

Boost productivity without IT burden

Document presentation Reduce travel expense, boost productivity

Application sharing Improve collaboration and decision making

Multimedia recording Avoid duplicate training materials

Distributed architecture Quality services in critical meetings

Simply click to collaborate

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Contact Center Software

Enables an effective customer contact experienceImprove the eight key stages of the customer experience

• Deliver service quality

• Fast, effective service

• Defined business rules

• Optimize the resources

• Manage productivity

• Identify any problems

• Deliver new revenue

• Outbound telemarketing

• Differentiated support

• Recovering lost sales

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1 Choose Method of Contact

2 Identify Customer

3 Offer Self Service

4 Queue

5 Route to Agent

6 Interact

8 Measure

7 Follow-up

“Customer Interaction Model”

Issue resolved Assistance required


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Reliable, distributed ShoreTel Contact Center

• Distributed voice platform• Agents at any site

• Feature transparency

• Work at home agents

• Hot stand-by solution maintains services• For hardware failures

• For WAN failure

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Benefit: “Business Continuity”


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Contact Center software

Range of Contact Center capabilities

• Inbound and outbound

• Advanced reporting engine

• Multimedia (chat, email, voicemail)

• Scripting for customized services

• Automated outbound campaigns

• Data integration for personal services

• Integrated voice response for self service

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“Single Suite of Capabilities”


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



• Live ACD calls

• Scheduled callback

• Abandoned callbacks

• Voice message in queue

• Email

• Web chat

• Click to Call Me

• Dial lists

Manage the experience

Make it easy for prospects and customers to contact your enterprise

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2 Identify Customer


4 Queue

5 Route to Agent

6 Interact

8 Measure

7 Follow-up



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




Can we identify who’s calling?

• Caller ID - ANI

• Number called - DNIS

• Prompt for information

Benefits

• Prioritize by customers

• Screen pops based on identity

• Personalized treatment from agents

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2 Identify Customer



4 Queue

5 Route to Agent

6 Interact

8 Measure

7 Follow-up



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices





2 Identify Customer

4 Queue

5 Route to Agent

6 Interact

8 Measure

7 Follow-up



Automate mundane processes?

• Bill payment

• Claim status

• Ticket status

• Check account balance

Benefits

• Improved customer satisfaction

• Optimize agent utilization

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




Queue management• Escalations

• Priority

Benefits• Improve customer experience

• Generate revenue by offering differentiated services

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4 Queue


2 Identify Customer


5 Route to Agent

6 Interact

8 Measure

7 Follow-up



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




The right agent the 1st time• Group list order

• Route on scenario

• ODBC data

• Route on skills

Benefits

• Get right agent for optimal customer experience

• Intelligent routing based on your business processes

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5 Route to Agent


2 Identify Customer


4 Queue

6 Interact

8 Measure

7 Follow-up



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




The face and voice of the enterprise

• Pop static data

• Pop CRM screen

Benefits

• Maximize agent productivity

• Lower agent interaction time

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6 Interact


2 Identify Customer


4 Queue

5 Route to Agent

8 Measure

7 Follow-up



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




Feedback - Survey

• Wrap-codes

• Self service

• Now or later

Benefits

• Improved post-call analysis

• Analyze training needs

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7 Follow-up


2 Identify Customer


4 Queue

5 Route to Agent

6 Interact

8 Measure



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




Business decisions

• Availability codes

• Agent manager

• Contact Center reports

Benefits

• Proactively manage your call center

• Evaluate agent, queue performances to fine tune your call center

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8 Measure


2 Identify Customer


4 Queue

5 Route to Agent

6 Interact

7 Follow-up



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Licensing options

Three options to fit your needs

• Workgroups – Informal Contact Center where basic routing is all that is needed and agents are managed informally

• Enterprise Contact Center – For centers focused on delivering differentiated service to their customers and requiring more advanced reporting data

• Syntellect – For centers with more than 150 agents, multiple stand-alone contact centers, or advanced multi-media needs

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Enterprise Contact Center

• Advanced routing options for inbound calls• Skills, priority, shifts, ANI, DNIS, and more• Flexible interflow and overflow options• Flexible schedule-based routing

• Multimedia contact routing (email and chat)

• Outbound call handling• Callbacks – scheduled, abandoned, Web callbacks• Outbound dialing of pre-defined dial lists

• Advanced IVR scripting options and self service

• Advanced historical and real-time reporting engine

• Hot stand-by redundancy• Maintains service through hardware failures• Maintains service through WAN failures

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Workgroup – effective for informal groups

• Basic inbound routing• Longest wait routing

• Round robbin

• Top down

• Basic overflow and interflow

• Up to 5 canned announcements

• Basic reporting engine

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Advanced, Customer Interaction Management

• Advanced call routing options

• Unified multichannel interactions

• Multinode redundancy system• For more then 3 large centers• For systems over 150 agents

• Complete, searchable cradle to grave• Voice and multimedia data• Integrated call detail viewer

• Speech-enabled self service

• Integrated call recording

• Integration with QM and WFM

• Survey manager

• Support center

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Management

VoiceSelf-Service

Reporting

Integration

UniversalQueue

IntelligentRouting

e-mail

web

fax

task

voice


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Graphical view of these options

Supervisor Reporting Needs

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Basic

Advanced

IntermediateEnterprise

ContactCenter

Workgroup

Syntellect

Basic: Inbound Only Advanced: Inbound/Outbound Self Service Multimedia


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Checklist for choosing the right solution

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Work Group Enterprise Contact Center Syntellect (CIM)

Four distribution patterns: Top Down, Round Robin, Longest Idle orSimultaneous Ring

+ Powerful real-time dashboard

+ Multi-site redundancy withdistributed queuing+ Sophisticated and customizable reporting –

schedule, email reports

+ Callbacks + Large, high capacity system

Basic scheduling and forwarding + Supports wallboards+ Interaction vault – interaction

reportingQueuing w/ 5 announcements + Multimedia support (email, Web chat)

PCM Integrated Agent Application + Advanced routing options (DNIS, ANI, shifts, skills, priority) + Highly customizable scripting

platformReal-time agent and queue monitoring + Flexible music sources

Workgroup voice mailbox + Self service and IVR - includes SQL integration + Integrated call recording application

Included reporting agent, queue, call and service level activity and performance + Outbound campaign support

(progressive and preview) + Speech interfaces (TTS/ASR)

Caller ID based routing + CRM integration API (screen pops, data dips) + Enhanced reporting

Rich menu-based routing + Advanced scripting+ Broad workforce management

integrationCaller selected routing via menus + Disaster ready– hot standby system

+ Agent – individual login, wrap/release codes + Web/voice surveys

+ Flexible interflow, overflow options


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Contact Center benefits

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All in one contact center solution Investment protection – voice, email, chat, outbound contacts. Self service and IVR built in.

High availability and disaster ready

Ensure business continuity through multiple failover/failback options with your call center

Virtual contact center Agents and supervisors can be in any location or work from home. System functions as a single call center.


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



• Industry standard Https protocol

• Connects easily to broadband router

• Available in multiple capacities

• Model 4500: Supports up to 10 connections

• Model 5300: Supports up to 100 connections

• Remote users have full ShoreTel experience

• Supports a range of ShoreTel IP phones

• IP 230g, IP 560g or IP 565g

• End requires broadband Internet connection

ShoreTel VPN Concentrator

Established VPN tunnel to remote IP Phones

37

LANLAN

VPN Phone ConcentratorVPN Phone Concentrator

VPN Concentrator (Data)VPN Concentrator (Data)

Internet

EmbeddedVPN client

• VPN Client (existing)• Call Manager• Email client

Broadband router


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



InGate SIParator

• Solve SIP firewall and NAT traversal issues for SIP trunking• NAT traversal problems are the source of 90% initial setup issues

• Ensure ownership of network security after SIP is introduced

• Provide SIP normalization if/when required• SIP is open … to interpretation

• Works with existing firewall infrastructure• Leverage your existing investment

• No rip and replace

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IP Cloud


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



UC platform – Advanced Applications

Advanced applications offer extended platform capabilities

• ShoreTel Emergency Notification

• ShoreTel Outbound Campaign IVR

• ShoreTel Voice Forms IVR

• ShoreTel Caller Directed Router

• Custom IVR Solutions

For a complete list of ShoreTel’s advanced applications, visit shoretel.com.

39


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Emergency Notification

• Automated real-time alerting of emergency and code• Desktop alerts and phone calls when detected

• Site-specific alerting for geographically dispersed businesses

• Country-specific and multiple external emergency numbers

• Comprehensive alert information available to administrator

• Easy to coordinate in-house response during critical situations

40


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Outbound Campaign IVR application

A powerful ShoreTel-integrated solution allows the creation of automated calling campaigns for a variety of purposes

41

• Simple announcements• Community reminders

• School snow days

• Scripted announcements with dynamic content• Appointment reminders

• Financial transactions

• Introduction and transfer to queue with associated desktop integration

• Enables efficient and accurate customer care

• Campaigns can be initiated manually or automatically (invoked from a script)

• Allows for headless, schedule based initiation


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Call Router

System-wide call routing based on DNIS and caller ID

• ANI/DNIS-based system-wide routing

• Flexible rules support

• Built-in testing capability

• Scalable to thousands of rules

• Distinct from personal call handling tools available with ST9

• Director-based administration

42


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Caller Directed Router

A purpose-built IVR solution allows customizable, caller-driven call routing

43

• Commonly requested to support zip- or account-code based routing

• Multilingual support

• Flexible IVR settings

• Codes passed as call properties to support desktop integration

• ShoreTel Director-embedded application

• Built-in rules test mode


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Interactive Voice Response (IVR) applications

Overview• Interactive telephone “self service” applications • Integration with back-end customer data• Software only applications loaded onto ShoreTel Director or DVS servers

Benefits• Economical alternative for customers who do not require full contact center • Cost effective, created from a library of building blocks• Built to customer requirements• Flexible, configurable via XML script files• Text to speech optional for audio rendering of dynamic data

Examples• Medical billing “self service” financial transactions application • Subscription refill “Voice Forms” application

44


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




45





aspects



Simple to use and feature rich with excellent sound,

and great looks



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Communicator

• Single application available for knowledge workers, operators, assistants, road-warriors and contact center

• Communication managed easily and intuitively

• Move effortlessly between voice, video and IM

• Quickly find and dial contacts by name

• Dial numbers from applications or Web pages


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Personal Access Level

• Unified communications client – integrated for ALL users

• Bundled with the user license

• Dial Microsoft Outlook contacts by name

• Voicemail in Outlook inbox

• Integrated directory

• Visual voicemail

• Intuitive call management

• Optional Web dialer

47


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Professional Access Level

Combines voice, video, presence and IM

• Integrated SoftPhone

• Built in video communications• Enhanced H.264 SVC compression standard for natural

presence

• Worry-free, secure IM infrastructure• Point-to-point and multipoint IM

• Merged voice and desktop presence• Presence change alert

• Presence privacy management

• Personalized call routing • Filters calls based caller and availability, and automatically

sends calls to voicemail, uses specific ringtones, or switches to Auto Find Me, or Announced Find Me

• Maximize productivity, reduce travel costs

48


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Operator Access Level

• Advanced call management features for operators, receptionists and admins

• Customizable interface lets users arrange screen based on work style

• Single interface reduces training

• Virtual operator capabilities free up the workforce

• Detailed information enables users to deliver customized level of service

49


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Extended capabilities for workgroup agents

Extended capabilities available to users in the contact center

• Agents

• Login and out of their queues

• View real-time queue information

• Supervisors

• Monitor the queue statistics

• Monitor agent statistics

• Real-time dashboard of activity

• Reports on queues, service levels, agents

50


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Extended capabilities for contact center agents

Extended capabilities available to users in the contact center

• Agents• Login and out and breaks

• Exit the queue for breaks

• Signal supervisor for help

• View customer information

• Integrate with desktop CRM

• Real-time queue information

• Supervisors• Monitor queue statistics

• Monitor and manage agents

• Access and customize historical reports

• Set up agent and wallboard messages

51


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Contact Center: customizable reporting

Extensive statistical reporting

• Create your own formulas

• No database programming

• No Crystal Reports required

52


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



• ShoreTel Contact Center is an integral part of the UC System

• Seamless collaboration between agents and experts

The integrated ShoreTel Contact Center experience

53

Customer can go from agent to expert without missing a beat

First and done experience.Get the answer the first time.

For Customer Service oriented enterprises.


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



• Voicemail, call history and current call handling mode

• Directory, voicemails, and call history

• No charges for incoming GSM calls

• Easily change settings and select how calls are routed for each call handling mode

• Assign any phone as your extension with one-number access

• Supports wide range of devices – BlackBerry, Motorola, Nokia, and Windows Mobile

ShoreTel Communicator with Mobile Access

Simple access to tools, information and settings

54

• Voicemail, call history and current call handling mode

• Directory, voicemails, and call history

• No charges for incoming GSM calls

• Easily change settings and select how calls are routed for each call handling mode

• Assign any phone as your extension with one-number access

• Supports wide range of devices – BlackBerry, Motorola, Nokia, and iPhone


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Communicator: communicate with ease

55

Single client for all types of users

Users can communicate easily regardless with

preferred method and device

Easily find and connect to people

Manage communications directly from Outlook

based on calendar

Configure call handling or voicemail

greetings according to status

Comprehensive reporting packages

Unified desktop client

Simplified access to voice, video, IM and conferencing

Quickdialer

Tight integration with Microsoft Outlook

Define routing and answering protocols

Sophisticated contact center reporting

Feature Benefit

Feature:Sophisticated contact center reporting

Benefit:Comprehensive reporting packages

Feature:Unified desktop client

Benefit:Single client for all types of users

Feature:Simplified access to voice, video, IM and conferencing

Benefit:Users can communicate easily regardless with preferred method and device

Feature:Quickdialer

Benefit:Easily find and connect to people

Feature:Tight integration with Microsoft Outlook

Benefit:Manage communications directly from Outlook based on calendar

Feature:Define routing and answering protocols

Benefit:Configure call handling or voicemail greetings according to status

Communicator


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




56





aspects




and great looks



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel IP Phones

57

IP Phones

• The latest ergonomic designs

• Superior sound quality

• Models for all user needs and types

• Preconfigured for ShoreTel UC


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel IP Phones

Ergonomics

• Curved design yields optimal display angle and comfortable access to dial pad and buttons

• Balanced and contoured handset is easy and comfortable to use

Sound quality

• All phone models come with high fidelity wideband audio capability and seven octaves of sound

• Speakerphones designed by experts deliver superlative hands-free performance

Ease of use

• From the intuitive UI to the use of color to enhance the usability

58


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel IP Phones

59

* Gigabit desktop support

• IP 565g*

• IP 560g*

• IP 265

• IP 230 / IP 230g* w/BB24

• IP 212k

• IP 115

• IP 655

• IP 8000


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Experience the ShoreTel difference

60


High fidelity speakerphones Superlative hands-free operation

Wideband audio designed by acoustic professionals

Seven octaves of sound deliver outstanding audio clarity

Ergonomic design Comfort, durability and elegant form factor

Color display option Emphasizes key display elements for improved usability

Intuitive interface, feature keys and softkeys

Easy access to rich feature set and directory navigation

Preconfigured network configuration

Ease of installation: plug and play

Integrated Ethernet switch Single network drop to the desk serving both phone and computer

VPN capability (on select models)

Secure connection to corporate network delivers full ShoreTel phone experience to remote and home office locations

End

Use

rIT


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




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aspects




and great looks



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel system management

ShoreTel Director

• Entire IP phone and conferencing system managed from a single browser-based interface

• Fewer IT resource needs

• Reduces complexity and total cost of ownership

• Allows fast, flexible deployment and scalability

• Enables easy proactive maintenance

• Manages your toll and WAN usage

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



User-centric management

Focus on your users, not devices

• Easily enable user features• Voicemail and unified messaging

• Conferencing and Instant Messaging

• Directory and dial-by-name entry

• Access to the system’s features

• Auto-assigned phone numbers

• Instead of legacy redundancy• Define the user

• Define the mailbox

• Define the auto-attendant

• Do it over for every site

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Integrated part of today’s enterprise

One screen shows the health of the entire network

• Identify areas of interest

• One click to drill into details

• Network connectivity status

• Resource utilization

• See current usage status

• Easily see phone assignments

• Users can be imported from Microsoft Active Directory into ShoreTel Director

• Simplified password management• Administrators can use domain passwords for access to ShoreTel Director • Users can use domain passwords for ShoreTel Call Manager and Web Client authentication

64


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



All in one ShoreTel Contact Center management

ShoreTel Contact Center Director provides holistic contact center management

65

• Basic functionality built in – no scripts• Overflows, interflows, DNIS

• Callbacks – abandon, scheduled

• One interface for the configuration• Agents, skills, call flows, schedules

• Graphical call flow builder• No specialized programming language

• Easy to configure database interactions


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Simply manage

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Analyzes all network links in real-time and historically

Visibility into the entire network, including system performance to easily locate bottlenecks

Easy access via Web browser, personal digital device or cell phone

Access critical system data from anywhere

Easy to install and manage Reduced training requirements and operational expenditure

Monitors switches, phones, and servers in real time and sends alerts

Proactively address issues before they impact users

Node based licensing Buy what you need, when you need it


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Or manage simply - ShoreTel Managed Solution

Turnkey Unified Communications Managed Service

• Same ShoreTel Solution

• Per-seat monthly subscription service for full IP telephony

• No capital outlay

• Supports changing business conditions

• Obsolescence protection

• Out-tasking that keeps you in control

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices




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aspects




and great looks



ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel open integration

Open integration

• Distributed architecture based on open standards for tight integration with best-of-breed UC solutions

• Enterprise applications seamlessly integrated into the system

• User productivity and efficiency greatly enhanced

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™

™


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Microsoft UC integration multilayer approach

• ShoreTel CSTA server for remote call control integration• Allow Microsoft Communicator to control

a desktop phone

• Display telephony presence

• SIP-based integration for unified messaging in Microsoft Exchange 2010• Allow Exchange 2010 as voicemail server

• Microsoft Office Communicator:• Enable MOC calls to PSTN and ShoreTel IP

phone

• OCS as ShoreTel Call Manager IM engine

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SIPCSTAT38App. Protocols

OCSOCS

I-PBXI-PBX

ActiveDirectory

ActiveDirectory

ExchangeExchange


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Open integration – business process integrations

• ShoreTel Salesforce.com™ Call Center Adapter

• ShoreTel Microsoft Dynamics CRM Integration

• ShoreTel NetSuite® CRM Integration

• ShoreTel RightNow CRM Integration

• ShoreTel AMS 360 Integration

• ShoreTel Teleblock Do Not Call

• Lexis/Nexus Time Matters Integration

• Legal & Professional Cost Recovery

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™

™


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Developer Network

• ShoreTel collaborates with partners, customers, and others to create integrated software applications

• Benefits of membership• Newsgroup access • Software development kits• Sample code

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• Consulting arrangements flexible and fit to need

• Core SDKs include TAPI COM, Phone API, Web Service

• Contact Center• Real-time agent event feed SDK• Historical and interaction reporting

with “Cradle to Grave” databases


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel Innovation Network

ShoreTel's open integration of technology partners provide complementary and value added products that extend ShoreTel’s Unified Communications system capabilities.

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ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



ShoreTel worldwide

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North AmericaNorth America EMEAEMEA APACAPAC

CALACALA

• Distributed single-image architecture

• User-centric language localization

• Local trunking support

• Key international technology partners


ShoreTelUC Platform

ShoreTelIP Phones


ShoreTelServices



Global Unified Communications

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• Single-image system across the globe• Easy deployment

• Full-featured transparency

• Seamless least-cost routing

• Country support • Language follows the user, not the device for

Communicator, prompts and telephone UI

• Language support • 19 languages since ShoreTel 10.2

• International expansion• 35 countries with ShoreTel 10.2

• 48 countries to ShoreTel 12

Countries SupportedAustraliaAustriaBelgiumBrazilBulgariaCanadaCARICOM (USA)ChileChinaCosta RicaCzech RepublicDenmarkFinlandFijiFranceGermanyGreeceHong KongHungaryIndiaIndonesiaIrelandIsraelItalyJapan

LuxembourgMalaysiaMexicoMonaco (France)MongoliaNetherlandsNew ZealandNorwayPeruPhilippinesPolandPortugalRomaniaSaudi ArabiaSingaporeSouth AfricaSouth KoreaSpainSwedenSwitzerlandTaiwanThailandUnited Arab EmiratesUnited KingdomUnited States of America

shoretel brilliantly simple business communication [name] [title] [date]

Documents

shoretel ucmodels

simple solution

right capabilities

solution aspectssimple

distributed platform

user types

im collaboration

controlease of use