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 (approximately 5,000 users), with a unified communications (UC) platform so that they could communicate anytime, anyplace, and through any device that they chose. The company’s strategy is to provide customers with a flexible choice of deployment options, such as either operating its ShoreTel solution by subscribing to its cloud-based communication services, in their own premise-based data centers or a hybrid combination of both. The company’s solutions are sold through its network of approximately 1,000 authorized resellers and value-added distributors throughout the world served either by national distributors or by the company directly. Business Communications Solutions Deployment Models The company has developed a cloud-purposed, multi-tenanted common platform comprised a single call control. This common platform, named ShoreTel Connect, would enable a single ShoreTel solution, which includes common applications such as contact center, conferencing and mobility, as well as common endpoints, to be consumed in a cloud, premise or hybrid environment. The company provides its ShoreTel solution through multiple deployment options, as well as a set of applications and services for both premise and hosted deployment models, consisting of ShoreTel IP Telephony, ShoreTel UC, ShoreTel Contact Center, ShoreTel Mobility, and professional services, including ShoreTel Global Services and application and development professional services. Hosted Architecture and Services for Hosted Customers The company’s hosted services offer a managed 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 through 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. The company’s primary data center is located in Texas. This data center services its customers throughout America. These data centers include sufficient 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
shoretel inc (SHOR:NASDAQ GS)
960 Stewart Drive
Sunnyvale, CA 94085
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