transcend/shoretel overview

Business Solutions Since 1984

TRANSCENDTRANSCEND COMMUNICATIONSCOMMUNICATIONS

PEOPLE | PEOPLE | EXPERIENCE |EXPERIENCE | SERVICESERVICE

Who is Transcend?Who is Transcend?

Sales Assess Design Implement

Accept

Delivering business solutions since 1984

Value Added Partner Snapshot sales process Methodical implementation process Quality assurance program Security blanket 24x7 service Software release management Tigerpaw relationship management

Experiencing high growth Financially strong National 1nService Partner

25 44/27 96.21% 30% in 3 3000

We also sit on the ShoreTel and Avaya VAR Council

Success in Numbers |Focus on Success in Numbers |Focus on CustomersCustomers

What Solutions Does Transcend What Solutions Does Transcend Provide?Provide?

Data Security

Enterprise Network LAN/WAN

IP Telephony

IPWireless

IP Video

This base and its building blocks are Transcend’s discipline.

TRUE CONVERGENCETRUE CONVERGENCE

RSA

AVAYASHORETEL

Cisco, ADTRAN, HP…

VBRICK

LIFESIZE

We only partner with vendors who believe in the same

value propositions as Transcend

HP

ShoreTel’s Pure IP Telephony Solutions

ShoreTel Overview

ShoreTel’s Pure IP Unified Communications solutions transform business processes with performance, reliability and value.

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

• 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

The ShoreTel Advantage

MostSatisfied

5th Year In A Row!2nd Year In A Row!

3rd Year In A Row!

Device IndependenceTransparent Presence

Multimedia andSmart Media Options

Communications EnabledBusiness Processes

Focus on Pure IP Unified Communications (UC)

Combination of rich communications media and presence with your business information and processes – on any device, anywhere.

More Than 9,600+ CustomersAcross All Industries

Customer Satisfaction Survey ResultsQ1 CY05~Q2 CY09

83.3886.52 87.42 87.63

91.06 92.17 91.14 91.18 90.0392.66 92.47 92.10 93.00

90.30

94.4091.40

93.01

0

5

10

15

20

25

30

35

40

45

50

55

60

65

70

75

80

85

90

95

Baseline Q305 Q405 Q106 Q206 Q306 Q406 Q107 Q207 Q307 Q407 Q108 Q208 Q308 Q408 Q109 Q209

Ran

kin

g

World ClassVery Good – Excellent

Infonetics: ShoreTel Shines at Ease-of-Use, Pricing, and Price-to-Performance

0

1

2

3

4

5

6

7

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

Lowest Total Cost of Ownership (TCO)

Source: Nemertes Research 20071. Average of per users capital costs and per user operational costs for Avaya ($524, $542), Cisco ($774, $662) and Nortel ($636, $415), respectively2. Average of per user capital costs and per user operational costs for Avaya ($310, $37), Cisco ($602, $327) and Nortel ($1,305, $201), respectively3. Average of ongoing per user operational costs for Avaya ($459), Cisco ($1,460) and Nortel ($332)4. Average of ongoing per user operational costs for Avaya ($14), Cisco ($87) and Nortel ($324)

$645

$354

$540

$188

$646

$927

$739

$532

$542

$114

$1,185

$896

Competitors Competitors

Capital Costs

Start-Up Costs Ongoing Annual Operating Costs

Less than 1,000 Lines More than 1,000 Lines

Operational Costs

(1) (2)

$750

$142

$11

$386

Competitors Competitors

Ongoing Operational Costs

Less than 1,000 Lines More than 1,000 Lines

(3) (4)

ShoreWare®

Applications

ShoreTel Products

ShorePhoneTM

IP TelephonesShoreGear®

Voice Switches

Fully Featured Pure IP Unified Communications System

Communications Made Easy.

ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED

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


ShoreGear Voice Switch FamilyShoreGear 30 ShoreGear 50

ShoreGear 30BRI

ShoreGear 90

ShoreGear 90BRI

ShoreGear 220T1A

ShoreGear 24A

ShoreGear 90BRIV*

ShoreGear E1kShoreGear T1k

ShoreGear 120ShoreGear 50V ShoreGear 90V

ShoreGear 220E1ShoreGear 220T1


ShoreGear Availability

ShoreGear Model

Predicted MTBF Hours

Demonstrated MTBF Hours

Demonstrated MTBF Years

Availability, 1 Hour MTTR

120/24 84,500 340,000 38.8 99.9997%

60/12 91,000 300,000 34.2 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%


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


ShoreTel 7Group PickupEscalationWG OverflowWeb ReportingNew Switches

ContactCenterSupports More Agents, Improved Workflow, Better Support for Abandoned Calls

History of Continuous Innovation

IP 8000

ShoreTel 1144 UsersDistributed PBXDesktop ApplicationsWeb Management

ShoreTel 5.110,000 UsersIP Phone FailoverPSTN Failover6-Way ConferenceCall RecordingSMDI PBX

560/530/210

ShoreTel 1.1Operator

ShoreTel 1.2Workgroup RoutingCDR

ShoreTel 21,000 UsersUnified MsgMulti-SiteSNMP

ShoreTel 4.2Distributed TMSNetwork PRIAccount Codes

ShoreTel 4.1IP PhonesAMIS

100

ShoreTel 35,000 UsersPersonal Call MgrPresenceDistributed VMWorkgroup QueueIntl Dial Plan

ContactCenterRouting,IVR, ACD, CTI, E-mail / Web, Real-time rpt,Custom rpt

ShoreTel 4.3Multiple LineIntercomSoftPhoneFindMeWeb ClientMultiplicity, Monitor, Barge Terminal Services

ShoreTel 5.2LanguagesHunt GroupsWhisper PageGroup PageSMDI VM

ShoreTel 6Office AnywhereSIPEncryptionOn Net DialingPrgm Buttons

110

ShoreTel 6.1Bridge Call AppCentrex Flash

212k

230

560g

1998 1999 2000 20022001 20042003 20062005 2007

115

265

IP 565

ShoreTel 7.5Increased CapacityImproved UsabilityExtending Productivity

IP 565gBB 24

ShoreTel 8.1Expanded Range of Devices, Voicemail Switches; Advanced Functionality, Improved Flexibility for Remote Connectivity

ShoreTel 8Improved Interfaces, Video, Additional SIP Device Support

IP 230g

2008 2009

ShoreTel 9Enhanced Personalized Communications

ShoreTel 9N+1 Spare Switch Option


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 8000Conference

Rooms * Gigabit desktop support

IP 565g* Color Bluetooth®


Sound – High-Fidelity Voice Quality

Speakerphone for hands-free freedom • Designed by acoustic engineers• Large, concave speaker cavity• Resonant volume

Microphone performs like a handset• Perfectly located for maximum

conversation pickup and minimum speakerphone feedback

• Handset-level performance on a speakerphone

High-fidelity, phenomenal clarity• Wide-band IP phone• 7 versus 3 octaves of range• “4x” performance

16KHz x 16-bit = 256Kbps

0 1000 2000 3000 4000 5000 6000 7000

Narrow Band (300–3400)

Wide Band (50–7000)

Frequency Range (Hz)


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


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


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 competently from home

Streamlining customer interactions through

high-quality call handling


ShoreWare Mobile Call ManagerSimple Access to Information and Settings

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

• 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

26ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED

Empowering the Mobile Worker

• At home– Office Anywhere!– IP phone– Soft phone

• At the airport / hotel– Soft phone– Web client (personal options)

• While driving– Follow me / find me

• At another office– Office Anywhere!

• All fully integrated– No additional management consoles!– No additional servers!

Increased Corporate Productivity

Soft Phone

Find Me

IP Phone

Office Anywhere


Headquarters Office

ShoreGear-T1

ShoreGear-120/24

PSTN

Choices in Teleworking

Applications- VoiceMail- AutoAttendant- Workgroups- Management

IP

ShoreTelCall Manager

Remote Worker

InternetCustomer’s

Service Provider

• Flexible solutions for your needs– SoftPhone easy to deploy . . . but

dependent on PC and internet– IP phone user friendly . . . but dependent

on internet– Office Anywhere is ideal . . . 100%

predictable . . .

SoftPhone

Voice and Data

Software VPN

IPPhone

Hardware VPN

Voice and Data

PSTNOffice

Anywhere

Software VPN

Data

User’sService Provider


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


Complete Contact Center PortfolioCall Center

Role

TechnologyBasic Emerging Advanced Leading EdgeTactical

Necessary

Valued Asset

Service Differentiator

Enterprise-wide Strategic Value

Workgroups

Contact Center

Enterprise Contact Center

CIMCustomer InteractionManagement System


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


Safe from WAN and Router Failure

• 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 fully operational between connected sites!

PSTN

Regional Office

Headquarters Office

Branch Office PSTN

IPWAN

Internal Calls

PSTN Fail-overfor Internal

Multi-site Calls

External Calls

PSTN


PSTN

Regional Office

Headquarters Office

Branch Office PSTN

IPWANIP Phone

Fail-over

Safe from Call Processor Failure

• Call processor failure– IP phones register with available

ShoreGear voice switches at the site– N+1 survivability

PSTN


Safe from Trunk or PRI Gateway Failure

• Trunk or PRI Gateway failure– Outbound calls route around

failed gateway– Inbound calls re-routed by service

provider (PRI)

PSTN

Regional Office

Headquarters Office

Branch Office PSTN

IPWAN

Gateway Fail-overfor External Calls

PSTN


PSTN

Regional Office

Headquarters Office

Branch Office PSTN

IPWAN

LAN Port Fail-over

Safe from LAN Failure

• LAN failure– Redundant uplinks on the

ShoreGear voice switch

PSTN


PSTN

Regional Office

Headquarters Office

Branch Office PSTN

IPWAN

Safe from Voicemail Failure Redundant Options for Server failure1. Distributed Voicemail Server2. ShoreGear 50V or 90V 3. Double Take fully redundant server

PSTN

ShoreWare VM Server

ShoreWare VM Server

Distributed VM Server

DoubleTakeServer

50 or 90V

1

2

3


• 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

The ShoreTel Advantage

MostSatisfied

2nd Year In A Row!


Thank You!Questions?

Jim Anderson Transcend Communications

[email protected]

transcend/shoretel overview

Documents

shoregear availability

bri shoregear 220t1a

shoretel sales

operator shoretel

user operational costs

shoretel advantage

shoretel overview

ongoing operational