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ShoreTelIndustrySolutionProFESSIONALServices
Telecommunications Requirements:Professional Services firmsOverview Connect distributed offices to present aunified frontThe professional services industry grows continually and you’re Ensure reliability supporting distributedprofessional staffthan this rapid growth is the rate at which your customers Reduce your operating costs toincrease profits Meet client demands faster andmore effectivelyfaced with new competitors every day. Even more prevalentdemand more—more services, more savings, and more benefits. Whether you provide architectural, engineering, design,marketing, legal or IT services, your ability to address thesedemands depends a great deal on your information technology.ShoreTel Customers: Professional Services Advanced Resource Technologies, Inc.(ARTI) – Information ServicesToday, a high performance, easy-to-use IP PBX system is acrucial part of your organization’s ability to compete. Balch & Bingham – Legal BKF Engineers – EngineeringIn addition to continuously offering your clients more than the EDAW – Landscape Architecture/Community Planningcompetition offers, you must link your distributed offices and Hitachi Consulting – Technologylarge enterprise, operating and appearing as one entity. You Lemery Greisler – Legal/Finance MBAJ – Architecturalremote professionals so that to your clients, you appear as onemust also consider carefully the reliability of the system, sinceyour clients will not tolerate downtime, regardless of the size ofyour organization, and you must thoroughly analyze the costeffectiveness, functionality, flexibility, and manageability of a“ShoreTel has made aname for itself as asimple-yet-sophisticatedsolution.”— Nemertes Research BenchmarkReport (February 2006),“Convergence & Next-GenerationWAN Technologies”2ShoreTel Industry Solution: Professional Servicestelephone system.ShoreTel’s Voice-over-IP (VoIP) phone system provides the richfeature set, cost-effectiveness, reliability, flexibility and ease ofuse and management that professional services firms require.Some of the industry segments that rely on ShoreTel include: Accounting Architectural Engineering Legal Marketing Public relations Technology
“ShoreTel really gets the demands of a fast-paced, distributed enterprise like ours. We’ve got multiple architects in the field at any givenmoment who need immediate communication with our offices andwith their clients. VoIP is a great way to satisfy my users and ourclients’ communication needs.”Requirement: Connect DistributedOffices to Present a Unified FrontShoreTel Links Offices and Consultants intoOne EntityShoreTel’s distributed architecture allows you to createa unified front to the outside and connect all of yourconsultants, regardless of how many regional, branch,and small offices you have. Additionally, consultantscan use 4-digit dialing or dial-by-name right from thedesktop to reach any colleague at any location. There isalso no longer a need for clients, partners, or potentialcustomers to dial different numbers for differentlocations to reach one of your professional staffmembers—callers simply dial one number and theautomated attendant directs them to the right place.ShoreTel Personal Call Manager IncreasesConsultant Productivity and ProfitWhether they are lawyers, engineers, businessconsultants, or accountants, your professional staffmembers need tools that help them do their job quicklyand effectively. With ShoreWare Personal CallManager integrated with your desktop application,such as Microsoft Outlook , users can quickly type in aname, bring up a number, and make calls from localonline directories—all with the click of a mouse, rightfrom the desktop. In addition, Call Manager indicatesto a user if the party they intend to call or transfer anincoming call to is already on the phone before theydial, saving time invested in making calls and eliminatingthe frustration for callers inadvertently placed into voicemail. Finally, ShoreTel’s distributed Hunt Groups allowsyour clients to easily find the right resources anywherewithin your organization.— Rusty Morgan, Network Administrator, MBAJShoreTel Centralizes Voice Mail and E-Mail forBusy ProfessionalsWith ShoreTel’s e-mail integration, professionals canmanage their e-mail and voice mail activity centrallyand efficiently, from either their desktop computer orvia telephone. Voice mail messages are stored in theindustry-standard WAV Audio for Windows format,allowing users to play them on multimedia PCs, attachthem to e-mail messages or embed them in otherdocuments. The ability of the ShoreTel system to trackphone calls, export and distribute original voice mailmessages to one person or a group of people, andkeep a running history of calls into each number ishelpful in continually monitoring and improving yourcustomer service.Requirement: Ensure ReliabilitySupporting Distributed ProfessionalStaffShoreTel Delivers Over Five Nines of Reliabilityso No Call Goes UnansweredShoreGear voice switches are highly reliable, delivering 99.999% reliability, with no moving parts (except fora fan), redundant Ethernet ports, and a real timeoperating system. In addition, ShoreTel’s distributedarchitecture will automatically respond to and workaround LAN, WAN or PSTN failures to deliver nonstopoperation, providing you with the reliability you need torespond quickly and effectively to all your clients’needs, even when faced with unexpected emergenciessuch as power outages or natural disasters.ShoreTel Industry Solution: Professional Services3
“When we saw the ShoreTelsystem and were given a demo,we couldn’t believe its functionality. There are too many reasons to list for why we choseShoreTel, but the integrationwith Outlook and the handsetsimplicity for non-technical userswere key components. Thefunctionality was great for bothnon-technical and very technicalusers, who have investigatedevery rich feature available onthe system.”— Robert May, Principal and afounding member,Lemery Greisler“The engineer had the ShoreTelsystem up and running in an hour.We had the Cisco guys in forweeks before we could get thingsgoing, and we still had a lot ofdissatisfaction from our users.”— Mark Norris, Director of IT,Balch & Bingham4ShoreTel Industry Solution: Professional ServicesShoreTel Supports Distributed and Traveling ProfessionalsThe ShoreTel system also enables mobility in order to maximize productivityand meet unexpected challenges. First, wireless integration allows mobilitywithin the office; and second, ShoreTel Office Anywhere allows yourtraveling consultants to use any analog or cell phone as their primaryextension, extending the power of the ShoreTel system to remote andfield professionals without relying on the Internet for voice quality. Travelingprofessionals have all the power and capabilities of Personal Call Managerdelivered over the Internet without the worry of poor voice qualitybecause ShoreTel uses the Public Switched Telephone Network (PSTN).ShoreTel IP Phone Failover Delivers Unmatched ReliabilityWith ShoreTel, in the unlikely case of a ShoreGear voice switch failure,phones automatically failover to another voice switch, providing yourcompany with complete redundancy. Also, call control is distributed, soredundancy is delivered cost effectively with N 1 failover, meaning that asingle ShoreGear switch can provide backup to any number (N) of otherswitches. Further redundancy can be configured by simply addingadditional voice switches.Requirement: Reduce Your Operating Costs toIncrease ProfitsShoreTel Reduces Telecommunications Costs for Increased ProfitsShoreTel decreases long distance toll charges by sending voice calls overyour existing data network so you can spend your budget on moreimportant things like increasing and improving your business. You can alsoshare voice trunks between locations and reduce the number of phonelines you’re leasing. Finally, you save on costly teleconferencing serviceswith ShoreTel’s conference bridge, which provides your consultants withvoice and web conferencing right from Microsoft Outlook, enabling themto collaborate more readily and meet client demands quickly.ShoreTel Allows Easy Integration for Your Growing BusinessIn addition to easily integrating with your existing phone system and allowingfor a phased rollout, ShoreTel is easy to integrate with your own tailoredbusiness applications, which allows your specialists to be more productiveright at the point of each call. When a call comes in and your ShoreTelsystem is integrated with your customer relationship management (CRM)database, for instance, the caller’s information will immediately populatethe screen, allowing your consultants to respond electronically to clientrequests faster and more effectively.
ShoreTel Reduces Management Costs and Burdens soYou Can Focus on Your BusinessShoreTel Allows You to Integrate Your Applications fora Tailored and More Effective Communications SolutionBringing management in-house saves time and money and allowsyou to be in charge of your own system—not at the mercy of aservice provider for personnel moves, adds and changes (MACs).ShoreWare Director, ShoreTel’s browser-based managementinterface, allows you to access the system from anywhere on thenetwork and easily manage every site and feature, including voicemail, automated attendant and desktop applications. Adding a newuser is simply a matter of a few keystrokes, which trigger automaticupdates to the voice switches, automated attendant, and dial-byname and number features. This interface also makes it a snap tomanage MACs, so management time is minimized and you can getback to your business.By allowing you to integrate your own applications—both offthe-shelf and custom—directly with the ShoreTel system, newservices are possible, including the ability for clients to makeappointments and access account information directly. WithShoreTel, the phone system works harder so professionals atyour company can focus on their responsibilities and so youdon’t need to hire more people to answer and route calls. Inaddition, ShoreTel’s fax server integration allows your consultantsto receive faxes directly on their own phone lines and faxesappear as PDF file attachments in their Outlook inboxes.ShoreTel Lets You Leverage your Team More Efficientlyto Increase Billable HoursWith ShoreTel Personal Call Manager, and features like AnyPhoneand Follow Me Find Me, a caller can be assured of reaching theperson they need no matter where they are, which is a necessitybecause so many professionals are constantly on the go. Withthese features, your specialists can be productive no matter wherethey are—in the office, in a conference room, at a client site, ata restaurant or Starbucks, or at home. In addition, powerfulmessaging features allow your consultants to forward voicemails directly to colleagues as attachment files, so no clientissue or message will ever get lost in the system. With CallManager, receptionists and operators have access to onlinedirectories that help them quickly connect callers with the rightperson and also enhance their collaboration with key staff.Finally, ShoreTel’s Whisper Page function allows a consultant orreceptionist to unobtrusively break into a coworker’s ongoingconversation in the case of an urgent situation. When a criticalphone call comes in while an executive is on the phone, theperson who answers can privately alert the executive byinitiating a whisper page, to which the executive can respondprivately and imperceptibly to the first caller.With a ShoreTel VoIP telephone system in place, you can leveragethe professionals at all of your locations and consolidate callanswering and routing. With ShoreTel’s Hunt Groups capability,calls are automatically sent to the next available person so that nocallers face the frustrating alternative of being put on hold or sentinto voice mail. With Hunt Groups, calls into your organization ringcertain extensions (anywhere in your organization) in a specifiedsequence or ring multiple extensions all at once, according to yourpreference. This ensures your clients or potential clients reachwhomever they need to reach without having to navigate throughfrustrating menus or wait in queue. ShoreTel also lets your callerspage the party they need to reach across multiple locations, furtherexpediting their call process.Requirement: Meet Client Demands Fasterand More EffectivelyShoreTel Offers Self-Service Options that OffloadConsultantsShoreTel Helps You Satisfy Customers Faster and MoreEffectivelyWhen your busy clients call your office, they want their issuesaddressed quickly and they don’t mind using a self-service systemto expedite the process. ShoreTel’s integrated Interactive VoiceResponse (IVR) application allows them to reach the right personwithout human intervention and without having to wait on hold,offering easy-to-use directories and handy dial-by-name features.In addition, ShoreTel Contact Center provides sophisticatedrouting and queuing options to ensure fast delivery of calls to theright department or person.ShoreTel Industry Solution: Professional Services5
“Users appreciate the fact thatall of our voice mail is portedto e-mail so that when they geta message, it pops up on thescreen with the number, andthe message can be played—and forwarded—directly fromthe PC. It’s especially helpful ifmessages have to be transferred to people at differentlocations. Before, you’d haveto listen to the message andcall different parties to distribute the request, which wascumbersome and prone tohuman error. Now distributingvoice messages is as simple asforwarding it via e-mail to theright person or persons—which is quicker, easier andguaranteed to be accurate.”— Robert May, Principal and afounding member,Lemery Greisler6ShoreTel Industry Solution: Professional ServicesShoreTel Phones Offer your Consultants Advanced Functionalitywithout the HassleBecause ShoreTel is the industry leader in terms of ease-of-use, companiesspend much less time training end users and answering questions about thephone system. With the intuitive interface, users quickly and easily navigatethrough the many phone functions. ShoreTel has consistently won awards forits ease of use and ease of management, including PC Magazine’s Editor’sChoice Award and Best of Year 2005 Award. Customers repeatedly cite thattheir ShoreTel systems have quickly lowered their ongoing total cost ofoperations (TCO), reflecting lowered installation, management and maintenance costs.ShoreTel VoIP SystemsThe ShoreTel system is a fully distributed IP phone system with no single pointof failure. Call control is distributed to intelligent gateways—called voiceswitches—and ShoreTel voice applications, including voicemail and automatedattendant, run on standard server hardware from anywhere on your IP network.The days of multiple PBXs, voice mail systems, automated attendants, andACD systems are over. With ShoreTel, the phone system is distributed, thevoice applications are integrated, and the management interface is best in class.
For Professional Services Firms, ShoreTel Meets Allof the Top RequirementsConnect Distributed Offices to Present a Unified Front ShoreTel links offices and consultants into one entity ShoreTel Personal Call Manager increases consultant productivityand profit ShoreTel centralizes voice mail and e-mail for busy professionalsEnsure Reliability Supporting Distributed Professional Staff ShoreTel delivers over five nines of reliability so no call goes unanswered ShoreTel supports distributed and traveling professionals ShoreTel IP phone failover delivers unmatched reliabilityReduce Your Operating Costs to Increase Profits ShoreTel reduces telecommunications costs for increased profits ShoreTel allows easy integration for your growing business ShoreTel reduces management costs and burdens so you can focus onyour business ShoreTel lets you leverage your team more efficiently to increasebillable hoursMeet Client Demands Faster and More Effectively ShoreTel offers self-service options that offload consultants ShoreTel allows you to integrate your applications for a tailored andmore effective communications solution ShoreTel helps you satisfy customers faster and more effectively ShoreTel phones offer your consultants advanced functionality withoutthe hassle“By making wide-area paging anextension of the phone system,ShoreTel further enhances theability of the receptionist to reachpeople no matter where they arewithin the Hitachi Consultingoffice.”“We didn’t anticipate any financialsavings on long distance whenwe installed the ShoreTel system.We were thinking about a singlenumbering plan, a single management view, mobility, and soon. We have been saving 10,000 to 20,000 per month,every month, since we installedthe ShoreTel system.”— Michael Shisko, IT Director,Hitachi Consulting“You install it and it works. TheShoreTel system has paid foritself already.”— Derrick Crandell, Director ofInformation Technology, BKF(Silicon Valley’s largestengineering firm)ShoreTel Industry Solution: Professional Services 7
960 Stewart Drive Sunnyvale, CA 94085 USAPhone 1.408.331.3300 1.877.80SHOREFax 1.408.331.3333Copyright 2006 ShoreTel. All rights reserved. ShoreTel, the ShoreTel Logo, ShoreCare, ShoreGear, ShoreWare, ShorePhone, ControlPoint and Office Anywhere are trademarks or registered trademarks of ShoreTel, Inc.All other marks are the property of their respective owners. Specifications are subject to change without notice. 850-1082-01/9.06www.shoretel.com
ShoreTel, the phone system works harder so professionals at your company can focus on their responsibilities and so you don’t need to hire more people to answer and route calls. In addition, ShoreTel’s
