ShoreTel Connect Unified Communications Overview & Case Studies

SHORETEL CONTINUOUS INNOVATION 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 SHORETEL CONTINUOUS INNOVATION CLOUD UC&C MOBILITY CONTACT CENTER IP TELEPHONY CLOUD Web Management Desktop Applications Distributed PBX Distributed VM Multi-Site Presence Unified Messaging SoftPhone Web Client PSTN Failover Call Recording VM Escalation XML on Phones Citrix Xen-App Conference Phones SVC/AVC Video Network Diagnostics SIP Phones Virtualized Comms Hybrid Cloud Services Integrated Workgroups Hunt Groups Skills Based Routing Multi-Media Routing Outbound Routing All-in-One System Integrated Desktop Geo Redundancy Cradle-to-Grave CDR Web Agent Dashboard Personal Agent Queries Custom Reports Multichannel Contact Center Find Me Office Anywhere Mobile Call Manager ShoreTel Mobility ShoreTel Dock ShoreTel Mobility & ShoreTel Dock Video Calling IM and Presence Instant Document Sharing Multi-Party IM Communicator for Web Collaboration for PC and Mac ShoreTel for Salesforce Collaboration for iOS with Join Button ShoreTel Collaboration ShoreTel Sky Service ShoreTel Sky Scribe ShoreTel Sky Mobility ShoreTel Sky for Salesforce Dallas Data Center ShoreTel End-to-End UCaaS Service “ Over the years, ShoreTel has continued to innovate and expand its IP communications portfolio. Today, it delivers a compelling stack of unified communications capabilities to its customers.” Frost and Sullivan UC&C MOBILITY CONTACT CENTER IP TELEPHONY SBE 100

EXPECTATIONS ARE CHANGING Business initiatives driving investments Optimize business processes Increase productivity Introduce/improve products/services Increase agility 60.5% of IT report success with UC 39.5% The top benefits of UC deployment Improved corporate collaboration (57%) Improved time to access information (55%) 60.5% Technologies Driving Investments Mobile technologies/BYOD Cloud services Big data/BI and analytics Application modernization Nemertes, 2014-15 UC&C Benchmark

ONE PLATFORM WITH THREE DEPLOYMENT MODELS ShoreTel Connect HYBRID ShoreTel Connect ONSITE ShoreTel Connect CLOUD Owner maintains and controls the system Combines cloud and onsite deployment features Fully hosted UCaaS

ShoreTel Connect ONE PLATFORM The ShoreTel Connect platform APIs MANAGMENT The ShoreTel Connect platform Voice switches Secure access layer Phones and trunking Applications for unified communications & collaboration Desktop, web and mobile clients Unified management Open APIs Application Layer Apps Voice Switches Secure Access Layer Phones Trunks PC Clients Mobile Clients

More than a phone system: an advanced, comprehensive Unified Communications solution Personalized call handling Advanced collaboration tools Seamless mobility feature integration and collaboration Dozens of specialized add-on apps Robust, multi-modal customer engagement

Effortless Collaboration The new Connect client: IM/Presence Video Audio & web conferencing WebRTC client Designed with emphasis on mobility

Case Study – PeopleBank seeks to improve its international business communications

Challenges to overcome PBX was nearing end-of-life, provided limited functionality ISDN telephony network was costly to maintain and lacked redundancy Lack of applications integration across locations inhibited business growth Small in-house IT team

The Solution: A new ShoreTel Unified Communications solution in eight offices including… ShoreTel voice switches ShoreTel IP Phones and web dialer Audio and web conferencing SIP trunks with Nx1 redundancy Distributed Voice Services (DVS) servers in AP offices

Benefits of Implementation Cost savings on telephony infrastructure 40% reduction in monthly calling costs Predictable monthly spend Improved international collaboration System flexibility and scalability

Williams turns to ShoreTel to provide simplified unified communications and enhanced capabilities for mobile workers

Customer Profile British Formula One Racing Team Employs more than 550 people working in Oxfordshire HQ 100 people working on advanced engineering 70 employees traveling 10 months per year to different, exotic locations

Challenges to overcome Three separate platforms for business communications Needed a solution for remote, traveling workers Required mobile communications for both engineers and those working trackside

The Solution : A ShoreTel Unified Communications solution ShoreTel IP PBX Mobility client licenses Digital Enhanced Cordless Telecommunications (DECT) Conferencing Services Contact Center ShoreTel’s solution had to match the specific requirements of Williams’ mobile workforce. Williams needed an easy-to-use communication system that was usable by members of the team as they travel every two weeks around the globe. The company also required extremely robust safety measures, as unlike most enterprises, Williams’ competitors are frequently within earshot of its employees (in the next garage). “It is an absolute necessity to have mission-critical, secure communications between our employees at trackside and our engineers back in the factory during a race weekend. When the cars are actually running, this will generate tangible benefits that we believe will turn into performance gains on track,” says Chris Murray, head of marketing at Williams. ShoreTel provided Williams with a range of solutions—including ShoreTel IP PBX, ShoreTel Mobility client licenses to extend UC applications to mobile devices, Digital Enhanced Cordless Telecommunications (DECT) handsets, conferencing services, and ShoreTel Enterprise Contact Center with multimedia, providing a complete end-to-end solution both on-site and remotely.

Benefits of Implementation “WE LOOKED AT SEVERAL VENDORS BEFORE WE DECIDED UPON SHORETEL. THE REASON SHORETEL STOOD OUT WAS DUE TO ITS ABILITY TO DEMONSTRATE ITS COMPETENCE AND EXPERIENCE IN THE SPACE. SHORETEL’S SOLUTION WAS SIMPLER AND LESS TIME-CONSUMING.” Chris Taylor, Head of IT Williams Martini Racing Enhanced capabilities for mobile workers Simplified communications Improved security for trackside communication Cost-saving – no call charges