ShoreTel, Inc. provides business communication solutions, including integrated voice, video, data and mobile applications based on Internet protocol (IP) technologies. The company focuses on the small and medium sized businesses, with a Unified Communications (UC) platform that allows users to communicate anytime, anyplace, and through any device that they choose. The company’s solutions are sold through its network of approximately 1,200 authorized resellers and value-added distributors throughout the world served either by national distributors or by the company directly. Strategy The company’s strategy is to provide customers with a choice of deployment options, such as either operating the company’s solution by subscribing to its cloud-based communication services, in their own onsite data centers or a hybrid combination of both. Hosted Architecture and Services for Hosted Customers The company’s hosted services offer a business communications solution to organizations with minimal capital investment. The heart of the hosted service is the company’s Call Conductor core technology, a ShoreTel designed and developed modular software architecture operating on a platform, which makes it easy to add capabilities in response to customers’ evolving needs and integrate with major business applications. This technology is primarily designed to meet the requirements of the hosted communications market, offering a portfolio of services to customers, including soft-switch services for ShoreTel IP Telephony, as well as integrated software modules for ShoreTel UC, ShoreTel Contact Center, ShoreTel Mobility, Business Intelligence Analytics and Reporting. Hosted Operations The company has a centrally managed platform consisting of data management, monitoring and security, control and billing systems that support its hosted services. This platform consists of a customer quotation portal, customer provisioning, customer access, fraud control, network security, call routing, call monitoring, media processing and normalization, call reliability, call record storage and billing. The company’s platform monitors its process of digitizing and compressing voice and video into packets and transmitting these packets over data networks worldwide. The company maintains a call switching platform that manages call control and routes calls. Customer and Technical Support The company maintains a contact center that provides customer service and technical support to its customers. Customers could access its services directly through its Website or receive customer service and technical support through telephone communication, email support and online chat services. Hosted Data Centers The company utilizes two data centers in the United States, which are co-located in service facilities operated by third parties. These data centers include physical building security, network operations and resiliency services and backup power generation. These operation centers house the application servers and proprietary technologies used to provide services to customers. The key elements of the company’s hosted applications and services include complete solution offer for customers, including the company designed and developed phones, client and server applications, together with its own service and support centers, which results in the possible service experience; development and introduction of new services; experience in customer implementations; complete portfolio of operational services for billing, system management, and other requirements; and support for interfaces, enabling support for third party devices from other vendors. ShoreTel Business Communications for On-Premise Deployment The company provides a modern hardware and software architecture for on-premise customers, which offers the high availability needed for mission critical communications. The company’s premise business communication solutions include hardware and software components, including ShoreTel Voice Switches, ShoreTel Service Appliances, ShoreTel Client and Server Software Applications, such as ShoreTel Director, Small Business Edition 100 (SB
shoretel inc (SHOR:NASDAQ GS)
960 Stewart Drive
Sunnyvale, CA 94085
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