ShoreTel
Brilliantly simple business communication
[Name]
[Title]
[Date]
One brilliantly simple solution for the way you work
Business Communication Solution
Unified
Communications
Integrating voice, video, data
across any device to
streamline collaboration and
ShoreTel
ShoreTel
enhance productivity
UC Platform
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
IP Phone System
Unifying rich communication
capabilities into a modular
design that scales and
ShoreTel integrates with
ShoreTel
ease
User Applications
System Management
Contact Center
Combining flexible yet
sophisticated multimedia
contact center capabilities, to
ShoreTel
ShoreTel
empower agents
anywhere
Open Integration
Services
1
One brilliantly simple solution for the way you work
Business Communication Solution
All-in-One
Unified
Communications
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
IP Phone System
ShoreTel
User Applications
ShoreTel
System Management
Contact Center
ShoreTel
Open Integration
ShoreTel
Services
2
Overall product vision
System Management
User Applications
IP Phones
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
UC platform: embedded, distributed platform with N+1 redundancy
Call Control
Messaging
Contact Center
Collaboration
Open Integration: APIs for integration and end-user customization
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
3
Unified Communication
• Choice and control
• Ease of use: voice,
video, presence,
IM collaboration in
one interface
• Streamlined
information at users’
fingertips
• Effortless
communications
Integrated
Communications
Business
Process
Integration
Anywhere
Intuitive
Connectivity
Management
Capabilities
Rich
Ergonomic
Presence
IP Phones
• Access on any device:
desktop, mobile, home
• Native mobility without
extra servers
• Enhanced customer
experience
• Valuable time savings
• Enterprise applications
seamlessly integrated
• Enabled with key
business information
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
4
IP Phone System
• Scalable modular
design
• Centralized
management
• Single unified system
• Requires fewer IT
resources
• N+1 reliability
Single Image
Distributed
Architecture
Intuitive
Intuitive
Management
Management
Capabilities
Capabilities
Ergonomic
IP Phones
Rich
Ergonomic
Communication
IP Phones
Capabilities
• Preconfigured for
ShoreTel UC
• Unified messaging
• Models for all user
types and needs
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
• Voice calling
• Improved productivity
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
5
Contact Center
• One client for the
enterprise
• Self-service or
agent assisted
• Voice, text, and
email
• Improved connectivity
Fully
Integrated Suite
Analysis &
Assessment
• Rich analytical
reporting
• Easily customizable
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Agents
Intuitive
Anywhere
Management
Capabilities
Flexible
Ergonomic
Customer
IP Phones
Contact
Handling
ShoreTel
System Management
• 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
ShoreTel
IVR, call
routing
Services
ShoreTel
Open Integration
6
Overall product vision
System Management
User Applications
IP Phones
One user-centric interface
to manage all solution
aspects
Single and intuitive with
access to the right
capabilities for each type
of user
Simple to use and feature
with excellent sound and
great looks
UC platform: embedded, distributed platform with N+1 redundancy
Call Control
Messaging
Contact Center
Collaboration
Open Integration: APIs for integration and end user customization
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
7
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
8
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
9
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
10
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
•
•
•
•
•
ShoreTel
UC Platform
Scheduled, reservation-less conferencing
Immersive audio conferencing
Simple desktop sharing
Secure enterprise IM
Multimedia recording
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
11
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
12
System software – voice features
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
13
Voice switches
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:
• Analog Trunking
ShoreTel Voice Switch 90V
• Digital (PRI) Trunking
ShoreTel Voice Switch 220T1A
• BRI Trunking
ShoreTel Voice Switch 90BRIV
• SIP Trunking
ShoreTel Voice Switch 50
• High Capacity Analog
Extensions
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel Voice Switch 24A
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
14
Simplify your IT environment
Headquarters
Regional Office
Server Centric
Alternative
Headquarters
Regional Office
11
7
Call Processing
Appliance-based
Emergency Notification
Paging
Collaboration
Voicemail
Desktop Call Handling
Operator Client
Integrated System Mgmt
Contact Center
Total Servers
ShoreTel
UC Platform
3
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
Total
User Applications
3
ServersShoreTel
=4
System Management
ShoreTel
Total
Open Integration
ShoreTel
Servers
= 16
Services
15
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
16
Simply click to collaborate
Feature
Your Benefit
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
17
Contact Center Software
Enables an effective customer contact experience
Improve the eight key stages of the customer experience
• Deliver service quality
1
• Fast, effective service
• Defined business rules
• Optimize the resources
8
Choose Method of Contact
Measure
• Manage productivity
• Identify any problems
Issue resolved
• Outbound telemarketing
• Recovering lost sales
7
Identify Customer
3
Offer Self Service
Assistance required
• Deliver new revenue
• Differentiated support
2
Follow-up
4
Queue
5
Route to Agent
6
Interact
“Customer Interaction Model”
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
18
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
Benefit: “Business Continuity”
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
19
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
“Single Suite of Capabilities”
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
20
Manage the experience
Make it easy for prospects and customers to contact
your enterprise
• Live ACD calls
1
• Scheduled callback
• Abandoned callbacks
8
Choose Method of Contact
Measure
• Voice message in queue
Issue resolved
• Email
2
Identify Customer
3
Offer Self Service
Assistance required
• Web chat
4
Queue
• Click to Call Me
5
Route to Agent
6
Interact
7
• Dial lists
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Follow-up
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
21
Manage the experience
Can we identify who’s calling?
• Caller ID - ANI
1
• Number called - DNIS
• Prompt for information
8
Choose Method of Contact
Measure
Benefits
• Prioritize by customers
Issue resolved
2
Identify Customer
3
Offer Self Service
Assistance required
• Screen pops based on identity
4
Queue
• Personalized treatment
from agents
5
Route to Agent
6
Interact
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
7
Follow-up
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
22
Manage the experience
Automate mundane processes?
• Bill payment
1
• Claim status
• Ticket status
8
• Check account balance
Benefits
Choose Method of Contact
Measure
Issue resolved
• Optimize agent utilization
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Follow-up
ShoreTel
System Management
Identify Customer
3
Offer Self Service
Assistance required
• Improved customer satisfaction
7
2
ShoreTel
Open Integration
4
Queue
5
Route to Agent
6
Interact
ShoreTel
Services
23
Manage the experience
Queue management
• Escalations
• Priority
1
Benefits
• Improve customer experience
8
• Generate revenue by offering
differentiated services
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Measure
Issue resolved
7
ShoreTel
UC Platform
Choose Method of Contact
Identify Customer
3
Offer Self Service
Assistance required
Follow-up
ShoreTel
System Management
2
ShoreTel
Open Integration
4
Queue
5
Route to Agent
6
Interact
ShoreTel
Services
24
Manage the experience
The right agent the 1st time
• Group list order
• Route on scenario
1
Choose Method of Contact
• ODBC data
8
• Route on skills
Measure
Benefits
Issue resolved
• Get right agent for optimal
customer experience
• Intelligent routing based on
your business processes
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
7
Identify Customer
3
Offer Self Service
Assistance required
Follow-up
ShoreTel
System Management
2
ShoreTel
Open Integration
4
Queue
5
Route to Agent
6
Interact
ShoreTel
Services
25
Manage the experience
The face and voice of the enterprise
• Pop static data
1
• Pop CRM screen
8
Benefits
Choose Method of Contact
Measure
• Maximize agent productivity
• Lower agent interaction time
Issue resolved
7
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Identify Customer
3
Offer Self Service
Assistance required
Follow-up
ShoreTel
System Management
2
ShoreTel
Open Integration
4
Queue
5
Route to Agent
6
Interact
ShoreTel
Services
26
Manage the experience
Feedback - Survey
• Wrap-codes
1
• Self service
• Now or later
8
Choose Method of Contact
Measure
Benefits
• Improved post-call analysis
Issue resolved
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Follow-up
ShoreTel
System Management
Identify Customer
3
Offer Self Service
Assistance required
• Analyze training needs
7
2
ShoreTel
Open Integration
4
Queue
5
Route to Agent
6
Interact
ShoreTel
Services
27
Manage the experience
Business decisions
• Availability codes
1
• Agent manager
• Contact Center reports
8
Choose Method of Contact
Measure
Benefits
• Proactively manage your
call center
• Evaluate agent, queue
performances to fine tune
your call center
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Issue resolved
7
Identify Customer
3
Offer Self Service
Assistance required
Follow-up
ShoreTel
System Management
2
ShoreTel
Open Integration
4
Queue
5
Route to Agent
6
Interact
ShoreTel
Services
28
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
29
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
30
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
31
Advanced, Customer Interaction Management
• Advanced call routing options
• Unified multichannel interactions
• Multinode redundancy system
Integration
• For more then 3 large centers
• For systems over 150 agents
Management
• Complete, searchable cradle to grave
• Voice and multimedia data
• Integrated call detail viewer
• Speech-enabled self service
• Integrated call recording
Voice
Self-Service
Reporting
voice
Universal
Queue
e-mail
• Integration with QM and WFM
• Survey manager
Intelligent
Routing
web
• Support center
fax
task
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
32
Graphical view of these options
Supervisor Reporting Needs
Syntellect
Advanced
Enterprise
Contact
Center
Intermediate
Workgroup
Basic
Basic: Inbound Only
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
Advanced: Inbound/Outbound Self Service
ShoreTel
System Management
ShoreTel
Open Integration
Multimedia
ShoreTel
Services
33
Checklist for choosing the right solution
Work Group
Enterprise Contact Center
Workgroup voice mailbox
+
+
+
+
+
+
+
+
Included reporting agent, queue, call and
service level activity and performance
+
Caller ID based routing
+
+
+
+
+
Four distribution patterns: Top Down,
Round Robin, Longest Idle or
Simultaneous Ring
Basic scheduling and forwarding
Queuing w/ 5 announcements
PCM Integrated Agent Application
Real-time agent and queue monitoring
Rich menu-based routing
Caller selected routing via menus
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
Syntellect (CIM)
Powerful real-time dashboard
Sophisticated and customizable reporting –
schedule, email reports
+
Multi-site redundancy with
distributed queuing
Callbacks
+
Large, high capacity system
+
Interaction vault – interaction
reporting
+
Highly customizable scripting
platform
+
Integrated call recording application
+
Speech interfaces (TTS/ASR)
+
Enhanced reporting
+
Broad workforce management
integration
+
Web/voice surveys
Supports wallboards
Multimedia support (email, Web chat)
Advanced routing options (DNIS, ANI,
shifts, skills, priority)
Flexible music sources
Self service and IVR - includes SQL
integration
Outbound campaign support
(progressive and preview)
CRM integration API (screen pops, data
dips)
Advanced scripting
Disaster ready– hot standby system
Agent – individual login, wrap/release
codes
Flexible interflow, overflow options
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
34
Contact Center benefits
Feature
Your Benefit
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.
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
35
ShoreTel VPN Concentrator
Established VPN tunnel to
remote IP Phones
• Industry standard Https protocol
• Connects easily to broadband router
• Available in multiple capacities
Broadband
router
• Model 4500: Supports up to 10
connections
VPN Phone Concentrator
Embedded
VPN client
• Model 5300: Supports up to 100
connections
Internet
LAN
• Remote users have full ShoreTel
experience
• Supports a range of ShoreTel IP phones
VPN Concentrator (Data)
• IP 230g, IP 560g or IP 565g
• End requires broadband Internet
connection
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
• VPN Client (existing)
• Call Manager
• Email client
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
36
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
IP Cloud
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
37
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.
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
38
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
39
ShoreTel Outbound Campaign IVR application
A powerful ShoreTel-integrated solution allows the creation of
automated calling campaigns for a variety of purposes
• 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)
•
ShoreTel
UC Platform
Allows for headless, schedule based initiation
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
40
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
41
ShoreTel Caller Directed Router
A purpose-built IVR solution allows customizable,
caller-driven call routing
• 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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
42
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
43
Overall product vision
System Management
User Applications
IP Phones
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
UC platform: embedded, distributed platform with N+1 redundancy
Call Control
Messaging
Contact Center
Collaboration
Open Integration: APIs for integration and end user customization
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
44
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
46
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
47
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
48
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
49
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
50
ShoreTel Contact Center: customizable reporting
Extensive statistical reporting
• Create your own formulas
• No database programming
• No Crystal Reports required
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
51
The integrated ShoreTel Contact Center experience
• ShoreTel Contact Center is an integral part of the UC System
• Seamless collaboration between agents and experts
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.
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
52
ShoreTel Communicator with Mobile Access
Simple access to tools, information and settings
•• Voicemail,
Easily change
Supports
wide
call history
and
settings
range
current
of and
devices
call
select
–
handling
how callsmode
BlackBerry,
are routed
for each call
Motorola,
Nokia,
handling
and
Windows
modeMobile
• Directory, voicemails,
call any
history
• and
Assign
phone as
your extension with
one-number
access
• No
charges for
• 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
• Supports wide
range of devices –
BlackBerry,
Motorola, Nokia, and
iPhone
• Assign any phone as
your extension with
one-number access
incoming GSM calls
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
53
ShoreTel Communicator: communicate with ease
Feature
Benefit
Unified desktop client
Single client for
all types of users
Simplified access to voice,
video, IM and conferencing
Users can communicate
easily regardless with
preferred method and device
Quickdialer
Easily find and
connect to people
Tight integration with Microsoft
Outlook
Define routing and answering
protocols
Feature:
Feature:
Simplified
Feature: access to voice,
Tight
Define
integration
routing and
with
Feature:
video,
IM and contact
conferencing
Sophisticated
Microsoft
answering
Outlook
protocols
Unified desktop
Quickdialer
client
center reporting
Benefit:
Communicator
Benefit:
Users
can communicate
Benefit:
Manage
Configure
communications
call
Single find
Easily
client
and
forhandling
all typesor
easily
regardless
with
Comprehensive reporting
directly
voicemail
Outlook
of usersfrom
connect
togreetings
people
preferred
packages method and
based on calendar
according
to status
device
Manage communications
directly from Outlook
based on calendar
Configure call
handling or voicemail
greetings according to status
Sophisticated contact center
reporting
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
Comprehensive
reporting packages
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
54
Overall product vision
System Management
User Applications
IP Phones
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
UC platform: embedded, distributed platform with N+1 redundancy
Call Control
Messaging
Contact Center
Collaboration
Open Integration: APIs for integration and end user customization
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
55
ShoreTel IP Phones
IP Phones
• The latest ergonomic designs
• Superior sound quality
• Models for all user needs and types
• Preconfigured for ShoreTel UC
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
56
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
57
ShoreTel IP Phones
• IP 565g*
• IP 212k
• IP 560g*
• IP 115
• IP 265
• IP 655
• IP 230 / IP 230g*
w/BB24
• IP 8000
* Gigabit desktop support
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
58
Experience the ShoreTel difference
IT
End User
Feature
Your Benefit
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
59
Overall product vision
System Management
User Applications
IP Phones
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
UC platform: embedded, distributed platform with N+1 redundancy
Call Control
Messaging
Contact Center
Collaboration
Open Integration: APIs for integration and end user customization
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
60
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
61
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
62
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
•
•
ShoreTel
UC Platform
Administrators can use domain passwords for access to ShoreTel Director
Users can use domain passwords for ShoreTel Call Manager and Web Client authentication
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
63
All in one ShoreTel Contact Center management
ShoreTel Contact Center Director provides holistic contact center
management
• 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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
64
Simply manage
Feature
Your Benefit
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
65
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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
66
Overall product vision
System Management
User Applications
IP Phones
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
UC platform: embedded, distributed platform with N+1 redundancy
Call Control
Messaging
Contact Center
Collaboration
Open Integration: APIs for integration and end user customization
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
67
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
™
™
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
68
Microsoft UC integration multilayer approach
• ShoreTel CSTA server for remote call
control integration
Active
Directory
• Allow Microsoft Communicator to control
a desktop phone
Exchange
• Display telephony presence
OCS
• 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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
I-PBX
SIP
CSTA
T38
App. Protocols
ShoreTel
Open Integration
ShoreTel
Services
69
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
™
™
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
70
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
• 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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
71
ShoreTel Innovation Network
ShoreTel's open integration of technology partners provide
complementary and value added products that extend ShoreTel’s
Unified Communications system capabilities.
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
72
ShoreTel worldwide
North America
EMEA
• Distributed single-image architecture
• User-centric language localization
• Local trunking support
• Key international technology partners
CALA
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
APAC
ShoreTel
User Applications
ShoreTel
System Management
ShoreTel
Open Integration
ShoreTel
Services
73
Global Unified Communications
• 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
ShoreTel
UC Platform
ShoreTel
IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
User Applications
ShoreTel
System Management
Countries Supported
Australia
Austria
Belgium
Brazil
Bulgaria
Canada
CARICOM (USA)
Chile
China
Costa Rica
Czech Republic
Denmark
Finland
Fiji
France
Germany
Greece
Hong Kong
Hungary
India
Indonesia
Ireland
Israel
Italy
Japan
ShoreTel
Open Integration
Luxembourg
Malaysia
Mexico
Monaco (France)
Mongolia
Netherlands
New Zealand
Norway
Peru
Philippines
Poland
Portugal
Romania
Saudi Arabia
Singapore
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
Thailand
United Arab Emirates
United Kingdom
United States of America
ShoreTel
Services
74