Migrating from Centrex to an all IP based Communications System Case Study: The San Francisco Giants Bernard Gutnick Senior Director May 5, 2010

© 2009 ShoreTel, Inc. All rights reserved worldwide. Agenda Industry Trends Selection and Deployment Game Plan Making the right selection Implementation considerations Impact on infrastructure Case Study: San Francisco Giants at AT&T Park Solutions for Migrating to all IP Summary and Conclusion

© 2009 ShoreTel, Inc. All rights reserved worldwide. 2 Extension Lines (K) Year Worldwide IP Adoption Enterprise Telephony Equipment Extension Line Shipments, Worldwide, ‘05-‘09 26% ‘09-‘12CAGR 34% Note: Market projections based on July 2008 view of the market; not adjusted for economic downturn Source: Gartner, July 2008: Forecast Enterprise Telephony Equipment Worldwide Rapid Decline in TDM and Rise in IP 77 % of all enterprise line shipments will be IP based by 2012 TDM IP 16%31% SMB Ent 21%32%Overall -13%-5% -18%-9% SMB Ent -15%-6%Overall 2

© 2009 ShoreTel, Inc. All rights reserved worldwide. An Actual Legacy Deployment 3

© 2009 ShoreTel, Inc. All rights reserved worldwide. An actual Avaya IP Office deployment – not made up! 4

© 2009 ShoreTel, Inc. All rights reserved worldwide. 5

Source Data: Ferris Research, Inc., Wainhouse Research, Nemertes Research, Alinean Research, The Tolly Group VoIP is Dramatically Reducing Costs 10-year analysis based on standard large enterprise configuration: 1,500 users across 3 sites $M 6 Avaya MitelCisco MicrosoftShoreTel Implementation and training Capital cost for network upgrade Capital cost for telephony system TDM $14.76 $14.02 $19.79 $19.80 $6.86 $26.65 Long distance charges Network costs Electricity consumption System management, MACs, downtime Support services

© 2009 ShoreTel, Inc. All rights reserved worldwide. UC Implementation Readiness – Step 1: Evaluate Existing Network Equipment FactorsConsiderations ThroughputThe required bandwidth depends on your estimated number of simultaneous calls and your system configurations. Network Latency Latency is the time it takes for a sound to reach the listener. It can be impacted by network equipment, slow links, congestion, and other factors. No more than 100ms is the target. Packet Jitter Jitter is the difference in latency between voice packets or the difference in the time between the arrival of packets. Jitter should be minimized by engineering the capacity and QOS mechanisms. Packet Loss Packet Loss is the networks reliability measure. When voice packets are lost, there are gaps in conversation. Networks need less than 1% packet loss. Maintain autonomy between network equipment and unified communications applications decisions

© 2009 ShoreTel, Inc. All rights reserved worldwide. Step 2: Evaluate Solutions to Meet Requirements RequirementsVendor AVendor BVendor C Users Administrators Developers Contact Center Agents, Managers and and Administrators Focus on Who Understands and Addresses Your Employee’s Unique Requirements

© 2009 ShoreTel, Inc. All rights reserved worldwide. Step 3: Perform Thorough Evaluations By Your Users FactorsConsiderations Insist On Onsite Demos Have solution providers bring proposed solution to your office and see how easy it is to set up Focus on User Feedback Insist on having a variety of users evaluate the systems for several days. Gather User Feedback Ask your users which system makes it easier for them to do their job compared to existing systems Don’t Accept Excuses Don’t consider solutions if vendors can’t set up solutions up for you. Your implementation wont be any easier.

Case Study: San Francisco Giants Migrating from IP Centrex to VoIP

© 2009 ShoreTel, Inc. All rights reserved worldwide. Case Study: San Francisco Giants at AT&T Park Leading adopter of technologies for serving customers WIFI in ballpark since One of largest WIFI spots in North America State-of-the-art HD screens Focus on customer service Serves 41,503 customers per game 68 luxury suites with unique services 6,700 club seats

© 2009 ShoreTel, Inc. All rights reserved worldwide. Case Study: San Francisco Giants at AT&T Park Home of the San Francisco Giants Trivia: The Giants have the record for winning the most games in the history of baseball since Baseball Almanac

© 2009 ShoreTel, Inc. All rights reserved worldwide. San Francisco Giants and Unified Communications: Communication Requirements 450+ phones throughout ball park and off-site facilities Training facility in Scottsville, AZ Club house and bullpen Management offices Customer relationship management Contact center – custom application integration Diverse employee requirements Coaches and mobile employees Customer service representatives

© 2009 ShoreTel, Inc. All rights reserved worldwide. San Francisco Giants and Unified Communications: Business Goals for Evaluating a UC Solution Reduce telecommunications costs Streamline communications and meet mobile requirements throughout the ball park and off-site facilities Accommodate business process integration requirements Enhance customer service and sales efficiency Implement an easy-to-use and manage UC system that is scalable and reliable Increase overall energy efficiency

© 2009 ShoreTel, Inc. All rights reserved worldwide. San Francisco Giants and Unified Communications Defining Requirements and Evaluating Solutions Process undertook for defining requirements Surveyed users Thoroughly analyzed solutions from major vendors Compared solutions based on reliability, scalability, survivability, ease of management, productivity and mobility Conducted complete due diligence on vendors and customers Reasons ShoreTel was selected Brilliantly simple, reduced complexity Lower total cost of ownership Open and easy to integrate with existing custom applications Total commitment to customer satisfaction

© 2009 ShoreTel, Inc. All rights reserved worldwide. San Francisco Giants and Unified Communications: Results from their First Season Significant reduction in telecom and systems management costs Saving more than $300,000 dollars/year on line and management costs Improved fan experience with custom phones in suites Improved customer service with integrated businesses processes Sales reps quickly retrieves customer information, enables effective conversations, resulting in world-class customer service Emergency notification enables rapid response to emergencies Reduced energy costs with a goal of achieving the “greenest” ball park in the country

© 2009 ShoreTel, Inc. All rights reserved worldwide. ShoreTel Overview Founded in 1996 with superior technology designed from a clean sheet of paper in 1996 Headquarters in Sunnyvale, California with offices in Austin, Texas, UK, Germany, Spain, Australia, Singapore and Hong Kong No debt, positive cash flow 17

© 2009 ShoreTel, Inc. All rights reserved worldwide. 18 Over 750 Global Resellers in 35 Countries 18 NationalLarge Regional / LocalInternational

© 2009 ShoreTel, Inc. All rights reserved worldwide. More than 15,000 customers across all industries 19

© 2009 ShoreTel, Inc. All rights reserved worldwide. Businesses Rate ShoreTel Highest in All Categories Highest Overall Rating for 6 Consecutive Years 2009 Nemertes Research PilotHouse Study of 1,393 Businesses

© 2009 ShoreTel, Inc. All rights reserved worldwide. Customer satisfaction is our mission Strict Rules for Serious Results 4-point scale Conducted by third party All results included Everyone is measured—partners and employees alike 0- Ranking World Class

© 2009 ShoreTel, Inc. All rights reserved worldwide. Simple, effective philosophy 22 Obsessively driven to deliver the best customer experience RAVING FANS GIVE HIGHEST SATISFACTION RATINGS Making innovation truly work PURPOSE-BUILT FOR THE POWER OF IP A straightforward approach to everything COMMITTED TO VALUE WITH RAPID ROI FOR CUSTOMERS

© 2009 ShoreTel, Inc. All rights reserved worldwide. The Opportunity with VoIP Solutions 23 EASY TO DEPLOY EASY TO LEARN EASY TO USE EASY TO MANAGE EASY TO SCALE

© 2009 ShoreTel, Inc. All rights reserved worldwide. Look For Solutions Serving Centrex Requirements Built from the ground up for IP, Distributed architecture makes it easy to deploy and scale Easily managed from anywhere with browser-based interface Applications are distributed and run from anywhere in the system Open platform for business agility, integrating enterprise applications, third-party phones and even other UC/UM platforms

© 2009 ShoreTel, Inc. All rights reserved worldwide. 25 Expect Centrex Grade Availability percent (five-nines) availability for mission critical communications Reliability is inherently built into the system using flash drive technology In the event of a WAN failure, switches continue to work independently In the event of a switch failure, n+1 redundancy ensures it rolls over to an available switch on the network

© 2009 ShoreTel, Inc. All rights reserved worldwide. Taking the First Step From Centrex to VoiP Distributed call control software Single, unified system – management ease Reliable, stand-alone services in all locations N+1 redundancy built into architecture Rich software applications Unified messaging and auto-attendant Contact Center and IVR IM, audio, & Web conferencing

© 2009 ShoreTel, Inc. All rights reserved worldwide. Plan for Decentralized Appliances Migration to reliable voice switches Modular design that’s easy to scale Call control, messaging, auto-attendant Flexible modules selected by capacity 27

© 2009 ShoreTel, Inc. All rights reserved worldwide. Empower Employees with IP Phones IP Phones – Similar to Centrex The latest ergonomic designs Superior sound quality Models for all user needs and types

© 2009 ShoreTel, Inc. All rights reserved worldwide. Provide Users with Desktop Applications Call Manager Users come up to speed quickly Extend voice to video & IM Move from 4 digit to 0 digit dialing Raise productivity & efficiency

© 2009 ShoreTel, Inc. All rights reserved worldwide. Take Back System Management Everything can managed from a single, browser-based interface Intuitive administration Requires minimal training Needs fewer IT resources 30 ShoreTel UC Platform ShoreTel IP Phones ShoreTel System Management ShoreTel Services ShoreTel User Applications ShoreTel Open Integration

© 2009 ShoreTel, Inc. All rights reserved worldwide. Integrate Your Business Applications Enterprise applications seamlessly integrate into the system Out-of-the-box implementation User productivity & efficiency greatly enhanced Open API for custom integrations 31 ShoreTel UC Platform ShoreTel IP Phones ShoreTel System Management ShoreTel Services ShoreTel User Applications ShoreTel Open Integration

© 2009 ShoreTel, Inc. All rights reserved worldwide. What we learned… Successful requirements gathering must include user involvement Reducing Centrex telecom expenses can be a reality Brilliantly simple solutions lead to higher user adoption This combination will makes the IT team happy Migrating from Centrex will make you a hero in your company