ShoreTel Brilliantly simple business communication [Name] [Title] [Date]
-
Upload
egbert-cameron -
Category
Documents
-
view
220 -
download
0
Transcript of 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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
IP Phone System
One brilliantly simple solution for the way you work
3
Business Communication SolutionAll-in-One
Contact CenterUnified
Communications
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
IP Phone System
6
IntuitiveManagementCapabilities
Ergonomic IP Phones
IntuitiveManagementCapabilities
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Contact Center
7
IntuitiveManagementCapabilities
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Overall product vision
8
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
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
System Management User Applications IP Phones
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
9
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
10
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
13
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
System software – voice features
14
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Voice switches
15
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
16
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
17
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
Simply click to collaborate
18
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
19
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
20
Benefit: “Business Continuity”
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
21
“Single Suite of Capabilities”
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
• Live ACD calls
• Scheduled callback
• Abandoned callbacks
• Voice message in queue
• Web chat
• Click to Call Me
• Dial lists
Manage the experience
Make it easy for prospects and customers to contact your enterprise
22
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
Issue resolved Assistance required
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Manage the experience
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
23
2 Identify Customer
1 Choose Method of Contact
3 Offer Self Service
4 Queue
5 Route to Agent
6 Interact
8 Measure
7 Follow-up
Issue resolved Assistance required
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
3 Offer Self Service
1 Choose Method of Contact
2 Identify Customer
4 Queue
5 Route to Agent
6 Interact
8 Measure
7 Follow-up
Issue resolved Assistance required
Manage the experience
Automate mundane processes?
• Bill payment
• Claim status
• Ticket status
• Check account balance
Benefits
• Improved customer satisfaction
• Optimize agent utilization
24
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Manage the experience
Queue management• Escalations
• Priority
Benefits• Improve customer experience
• Generate revenue by offering differentiated services
25
4 Queue
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
5 Route to Agent
6 Interact
8 Measure
7 Follow-up
Issue resolved Assistance required
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Manage the experience
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
26
5 Route to Agent
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
4 Queue
6 Interact
8 Measure
7 Follow-up
Issue resolved Assistance required
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Manage the experience
The face and voice of the enterprise
• Pop static data
• Pop CRM screen
Benefits
• Maximize agent productivity
• Lower agent interaction time
27
6 Interact
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
4 Queue
5 Route to Agent
8 Measure
7 Follow-up
Issue resolved Assistance required
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Manage the experience
Feedback - Survey
• Wrap-codes
• Self service
• Now or later
Benefits
• Improved post-call analysis
• Analyze training needs
28
7 Follow-up
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
4 Queue
5 Route to Agent
6 Interact
8 Measure
Issue resolved Assistance required
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Manage the experience
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
29
8 Measure
1 Choose Method of Contact
2 Identify Customer
3 Offer Self Service
4 Queue
5 Route to Agent
6 Interact
7 Follow-up
Issue resolved Assistance required
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
30
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
31
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
32
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
33
Management
VoiceSelf-Service
Reporting
Integration
UniversalQueue
IntelligentRouting
web
fax
task
voice
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Graphical view of these options
Supervisor Reporting Needs
34
Basic
Advanced
IntermediateEnterprise
ContactCenter
Workgroup
Syntellect
Basic: Inbound Only Advanced: Inbound/Outbound Self Service Multimedia
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Checklist for choosing the right solution
35
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Contact Center benefits
36
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.
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
• 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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
38
IP Cloud
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Overall product vision
45
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
ShoreTel Contact Center: customizable reporting
Extensive statistical reporting
• Create your own formulas
• No database programming
• No Crystal Reports required
52
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
• 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.
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
• 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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Overall product vision
56
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
ShoreTel IP Phones
57
IP Phones
• The latest ergonomic designs
• Superior sound quality
• Models for all user needs and types
• Preconfigured for ShoreTel UC
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Experience the ShoreTel difference
60
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
End
Use
rIT
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Overall product vision
61
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
62
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
63
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Simply manage
66
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
67
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Overall product vision
68
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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
69
™
™
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
70
SIPCSTAT38App. Protocols
OCSOCS
I-PBXI-PBX
ActiveDirectory
ActiveDirectory
ExchangeExchange
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
71
™
™
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
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
72
• 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
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
ShoreTel Innovation Network
ShoreTel's open integration of technology partners provide complementary and value added products that extend ShoreTel’s Unified Communications system capabilities.
73
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
ShoreTel worldwide
74
North AmericaNorth America EMEAEMEA APACAPAC
CALACALA
• Distributed single-image architecture
• User-centric language localization
• Local trunking support
• Key international technology partners
© 2011 ShoreTel, Inc. All rights reserved worldwide.
ShoreTelUC Platform
ShoreTelIP Phones
ShoreTelSystem Management
ShoreTelServices
ShoreTelUser Applications
ShoreTelOpen Integration
Global Unified Communications
75
• 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