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Business Solutions Since 1984
TRANSCENDTRANSCEND COMMUNICATIONSCOMMUNICATIONS
PEOPLE | PEOPLE | EXPERIENCE |EXPERIENCE | SERVICESERVICE
Who is Transcend?Who is Transcend?
Sales Assess Design Implement
Accept
Delivering business solutions since 1984
Value Added Partner Snapshot sales process Methodical implementation process Quality assurance program Security blanket 24x7 service Software release management Tigerpaw relationship management
Experiencing high growth Financially strong National 1nService Partner
25 44/27 96.21% 30% in 3 3000
We also sit on the ShoreTel and Avaya VAR Council
Success in Numbers |Focus on Success in Numbers |Focus on CustomersCustomers
What Solutions Does Transcend What Solutions Does Transcend Provide?Provide?
Data Security
Enterprise Network LAN/WAN
IP Telephony
IPWireless
IP Video
This base and its building blocks are Transcend’s discipline.
TRUE CONVERGENCETRUE CONVERGENCE
RSA
AVAYASHORETEL
Cisco, ADTRAN, HP…
VBRICK
LIFESIZE
We only partner with vendors who believe in the same
value propositions as Transcend
HP
ShoreTel’s Pure IP Telephony Solutions
ShoreTel Overview
ShoreTel’s Pure IP Unified Communications solutions transform business processes with performance, reliability and value.
Founded Superior technology based on a design from a “clean sheet of paper” in 1996
Headquarters Sunnyvale, California (with offices in UK, Germany, Spain, Australia, Singapore and Hong Kong)
Customers 9,600+
Distribution Sold through resellers and distributors worldwide
Ownership Public, listed on NASDAQ (“SHOR”)No debt, positive cash flow
• Unmatched reliability and scalability• Switch-based platform with distributed software architecture
• Easiest-to-use – ranked #1 by users of Pure IP Unified Communications systems• Simplified management• Low total cost of ownership• World-class customer satisfaction
The ShoreTel Advantage
MostSatisfied
5th Year In A Row!2nd Year In A Row!
3rd Year In A Row!
Device IndependenceTransparent Presence
Multimedia andSmart Media Options
Communications EnabledBusiness Processes
Focus on Pure IP Unified Communications (UC)
Combination of rich communications media and presence with your business information and processes – on any device, anywhere.
More Than 9,600+ CustomersAcross All Industries
Customer Satisfaction Survey ResultsQ1 CY05~Q2 CY09
83.3886.52 87.42 87.63
91.06 92.17 91.14 91.18 90.0392.66 92.47 92.10 93.00
90.30
94.4091.40
93.01
0
5
10
15
20
25
30
35
40
45
50
55
60
65
70
75
80
85
90
95
Baseline Q305 Q405 Q106 Q206 Q306 Q406 Q107 Q207 Q307 Q407 Q108 Q208 Q308 Q408 Q109 Q209
Ran
kin
g
World ClassVery Good – Excellent
Infonetics: ShoreTel Shines at Ease-of-Use, Pricing, and Price-to-Performance
0
1
2
3
4
5
6
7
Ease of Use Pricing Pricing-to-Performance
ShoreTel Avaya Cisco Mitel Nortel
Source: Infonetics Report. User Plans for Voice over IP: North America 2007, April 2007
Lowest Total Cost of Ownership (TCO)
Source: Nemertes Research 20071. Average of per users capital costs and per user operational costs for Avaya ($524, $542), Cisco ($774, $662) and Nortel ($636, $415), respectively2. Average of per user capital costs and per user operational costs for Avaya ($310, $37), Cisco ($602, $327) and Nortel ($1,305, $201), respectively3. Average of ongoing per user operational costs for Avaya ($459), Cisco ($1,460) and Nortel ($332)4. Average of ongoing per user operational costs for Avaya ($14), Cisco ($87) and Nortel ($324)
$645
$354
$540
$188
$646
$927
$739
$532
$542
$114
$1,185
$896
Competitors Competitors
Capital Costs
Start-Up Costs Ongoing Annual Operating Costs
Less than 1,000 Lines More than 1,000 Lines
Operational Costs
(1) (2)
$750
$142
$11
$386
Competitors Competitors
Ongoing Operational Costs
Less than 1,000 Lines More than 1,000 Lines
(3) (4)
ShoreWare®
Applications
ShoreTel Products
ShorePhoneTM
IP TelephonesShoreGear®
Voice Switches
Fully Featured Pure IP Unified Communications System
Communications Made Easy.
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreGear Voice Switches
• Family of switches to meet all customer needs
– Various IP Phone capacities– Combo boxes: IP Phones, Analog & T1
in 1 switch– International models supporting BRI
and E1• Fully modular
– Growth simply means adding additional switches to what you have
• Call processing load balanced across all switches
• N+1 redundancy– By simply adding a single additional
switch at a site
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreGear Voice Switch FamilyShoreGear 30 ShoreGear 50
ShoreGear 30BRI
ShoreGear 90
ShoreGear 90BRI
ShoreGear 220T1A
ShoreGear 24A
ShoreGear 90BRIV*
ShoreGear E1kShoreGear T1k
ShoreGear 120ShoreGear 50V ShoreGear 90V
ShoreGear 220E1ShoreGear 220T1
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreGear Availability
ShoreGear Model
Predicted MTBF Hours
Demonstrated MTBF Hours
Demonstrated MTBF Years
Availability, 1 Hour MTTR
120/24 84,500 340,000 38.8 99.9997%
60/12 91,000 300,000 34.2 99.9997%
40/8 132,300 300,000 34.2 99.9997%
T1 and E1 154,200 390,000 44.5 99.9997%
Mean 135,600 340,000 38.8 99.9997%
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Minimizing Server Use
Headquarters Regional Office
Server Centric Alternative
9 5
Total Servers: 14
Call Processing
E911
Paging
Voicemail
Desktop Call Handling
Operator Client
Integrated System Mgmt
Total Servers
Headquarters Regional Office
1 1
Total Servers: 2
Switch-based
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreTel 7Group PickupEscalationWG OverflowWeb ReportingNew Switches
ContactCenterSupports More Agents, Improved Workflow, Better Support for Abandoned Calls
History of Continuous Innovation
IP 8000
ShoreTel 1144 UsersDistributed PBXDesktop ApplicationsWeb Management
ShoreTel 5.110,000 UsersIP Phone FailoverPSTN Failover6-Way ConferenceCall RecordingSMDI PBX
560/530/210
ShoreTel 1.1Operator
ShoreTel 1.2Workgroup RoutingCDR
ShoreTel 21,000 UsersUnified MsgMulti-SiteSNMP
ShoreTel 4.2Distributed TMSNetwork PRIAccount Codes
ShoreTel 4.1IP PhonesAMIS
100
ShoreTel 35,000 UsersPersonal Call MgrPresenceDistributed VMWorkgroup QueueIntl Dial Plan
ContactCenterRouting,IVR, ACD, CTI, E-mail / Web, Real-time rpt,Custom rpt
ShoreTel 4.3Multiple LineIntercomSoftPhoneFindMeWeb ClientMultiplicity, Monitor, Barge Terminal Services
ShoreTel 5.2LanguagesHunt GroupsWhisper PageGroup PageSMDI VM
ShoreTel 6Office AnywhereSIPEncryptionOn Net DialingPrgm Buttons
110
ShoreTel 6.1Bridge Call AppCentrex Flash
212k
230
560g
1998 1999 2000 20022001 20042003 20062005 2007
115
265
IP 565
ShoreTel 7.5Increased CapacityImproved UsabilityExtending Productivity
IP 565gBB 24
ShoreTel 8.1Expanded Range of Devices, Voicemail Switches; Advanced Functionality, Improved Flexibility for Remote Connectivity
ShoreTel 8Improved Interfaces, Video, Additional SIP Device Support
IP 230g
2008 2009
ShoreTel 9Enhanced Personalized Communications
ShoreTel 9N+1 Spare Switch Option
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShorePhone IP Telephones
IP 115 Lobby
IP 212 k Key Systems
IP 230 / IP 230g* w/BB24 Operators / Assistants
IP 265 Professional
IP 560 / IP 560g*Executive/Assistant
IP 8000Conference
Rooms * Gigabit desktop support
IP 565g* Color Bluetooth®
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Sound – High-Fidelity Voice Quality
Speakerphone for hands-free freedom • Designed by acoustic engineers• Large, concave speaker cavity• Resonant volume
Microphone performs like a handset• Perfectly located for maximum
conversation pickup and minimum speakerphone feedback
• Handset-level performance on a speakerphone
High-fidelity, phenomenal clarity• Wide-band IP phone• 7 versus 3 octaves of range• “4x” performance
16KHz x 16-bit = 256Kbps
0 1000 2000 3000 4000 5000 6000 7000
Narrow Band (300–3400)
Wide Band (50–7000)
Frequency Range (Hz)
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreWare Personal Call Manager
Rich Unified Communications•Unified Messaging
– Visual call control, directory access, call logs and information
– Integrate voice messages in e-mail and visually manage messages
•Rich Mobility Suite– Office Anywhere assignments– Find Me– Range of call handling options
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreWare Professional Call Manager• Multimedia, Presence, and Media
– Unified Communications suite• Combine voice, video, IM and management features
to maximize productivity, reduce travel costs– Voice communications
• Call management, integrated SoftPhone– Video communications
• First to comply with enhanced H.264 SVC compression standard
• Up to 1024 x 768 resolution– Instant messaging and presence
• Worry-free, secure IM infrastructure• Point-to-point and multi-point IM• Presence change alert• Presence privacy management
– Personalized Call Routing• Filter calls based on who is calling and your availability• Send them to voicemail, specific ringtones,
Auto Find Me, specific numbers, or Announced Find Me
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreWare Operator Call Manager• A flexible tool for managing enterprise
Unified Communications– Advanced call management features
– Customizable interface lets users arrange the view based on their work style
– One single interface reduces training efforts
– Virtual operator capabilities reduce staffing requirements
– Detailed information enables users to deliver a higher level of service
– Virtual operator functionality frees up your workforce
– Office Anywhere feature lets users work competently from home
Streamlining customer interactions through
high-quality call handling
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreWare Mobile Call ManagerSimple Access to Information and Settings
Easily change settings:• Select how calls are routed for each
call handling mode• Assign any phone as your extension• Choose favorite Mobile Call Manager landing page • Optimize data download speeds
• Active display of voicemail and call history summary and current Office Anywhere mode
• Quickly access corporate directory, voicemails, and call history
• Active display of current call handling mode
26ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Empowering the Mobile Worker
• At home– Office Anywhere!– IP phone– Soft phone
• At the airport / hotel– Soft phone– Web client (personal options)
• While driving– Follow me / find me
• At another office– Office Anywhere!
• All fully integrated– No additional management consoles!– No additional servers!
Increased Corporate Productivity
Soft Phone
Find Me
IP Phone
Office Anywhere
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Headquarters Office
ShoreGear-T1
ShoreGear-120/24
PSTN
Choices in Teleworking
Applications- VoiceMail- AutoAttendant- Workgroups- Management
IP
ShoreTelCall Manager
Remote Worker
InternetCustomer’s
Service Provider
• Flexible solutions for your needs– SoftPhone easy to deploy . . . but
dependent on PC and internet– IP phone user friendly . . . but dependent
on internet– Office Anywhere is ideal . . . 100%
predictable . . .
SoftPhone
Voice and Data
Software VPN
IPPhone
Hardware VPN
Voice and Data
PSTNOffice
Anywhere
Software VPN
Data
User’sService Provider
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Applications for Business Integration
• ShoreTel Salesforce.com Call Center Adapter
– Take advantage of extensive embedded telephone call control features
• ShoreTel Cost Recovery Integration– Combine legal & professional billable call
time tracking with your cost recovery application
• ShoreTel NetSuite Integration– Automate key business functions using a
single interface• Developer Network Program
– APIs to Integrate with enterprise applications
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Complete Contact Center PortfolioCall Center
Role
TechnologyBasic Emerging Advanced Leading EdgeTactical
Necessary
Valued Asset
Service Differentiator
Enterprise-wide Strategic Value
Workgroups
Contact Center
Enterprise Contact Center
CIMCustomer InteractionManagement System
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
ShoreWare Contact Center Solutions• Workgroups
– Practical solution for small, informal Automatic Call Distributor (ACD) groups– Easy-to-use desktop tools, queue and agent monitoring and reporting
• Contact Center – Medium-sized inbound contact centers
• Inbound routing rules• Sophisticated real-time and historical reporting• Scheduled callback and abandoned callback• Wallboard support
• Enterprise Contact Center– Advanced multimedia contact centers (e-mail and Web contacts)
• Universal queuing and enterprise resource matching• Advanced call routing• Outbound calling options
• Syntellect Customer Interaction Management System– Advanced contact centers
• Multi-site distributed• Advanced services• Refined business analytics
31ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Safe from WAN and Router Failure
• WAN failure– Internal calls within site fully operational– Internal calls between sites get PSTN
fail-over– External calls fully operational
Note: Multi-site least cost routing and internal calls fully operational between connected sites!
PSTN
Regional Office
Headquarters Office
Branch Office PSTN
IPWAN
Internal Calls
PSTN Fail-overfor Internal
Multi-site Calls
External Calls
PSTN
32ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
PSTN
Regional Office
Headquarters Office
Branch Office PSTN
IPWANIP Phone
Fail-over
Safe from Call Processor Failure
• Call processor failure– IP phones register with available
ShoreGear voice switches at the site– N+1 survivability
PSTN
33ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Safe from Trunk or PRI Gateway Failure
• Trunk or PRI Gateway failure– Outbound calls route around
failed gateway– Inbound calls re-routed by service
provider (PRI)
PSTN
Regional Office
Headquarters Office
Branch Office PSTN
IPWAN
Gateway Fail-overfor External Calls
PSTN
34ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
PSTN
Regional Office
Headquarters Office
Branch Office PSTN
IPWAN
LAN Port Fail-over
Safe from LAN Failure
• LAN failure– Redundant uplinks on the
ShoreGear voice switch
PSTN
35ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
PSTN
Regional Office
Headquarters Office
Branch Office PSTN
IPWAN
Safe from Voicemail Failure Redundant Options for Server failure1. Distributed Voicemail Server2. ShoreGear 50V or 90V 3. Double Take fully redundant server
PSTN
ShoreWare VM Server
ShoreWare VM Server
Distributed VM Server
DoubleTakeServer
50 or 90V
1
2
3
ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
• Unmatched reliability and scalability• Switch-based platform with distributed software architecture
• Easiest-to-use – ranked #1 by users of Pure IP Unified Communications systems• Simplified management• Low total cost of ownership• World-class customer satisfaction
The ShoreTel Advantage
MostSatisfied
2nd Year In A Row!
37ShoreTel CONFIDENTIAL (c) ShoreTel, Inc. 2007 -- ALL RIGHTS RESERVED
Thank You!Questions?
Jim Anderson Transcend Communications
763-488-6056jim.anderson@transcendinc.net
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