2010 nemertes research pilot house awards highlights

Nemertes ResearchRecognizing IP Telephony Top Solution Providers

November 16, 2010

© 2009 ShoreTel, Inc. All rights reserved worldwide.

Nemertes Research

• Independent third-party research-advisory firm founded in 2002

• Specializing in analyzing and quantifying the business value of emerging technologies.

• Began surveying IT decision makers 7 years ago to rate strategic partners for IP Telephony.

• The 2010 sample size was 2,004 online and in-person interviews

• Results of surveys were presentedat the annual PilotHouse Awardswebinar

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2010 Results: ShoreTel Rates Highest in All Categories(Technology, Customer Service, Value and Overall)

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• “ShoreTel once again wins best IP telephony provider in the Market Challenger Category.”

• “ShoreTel has received the highest overall score every year Nemertes has evaluated IP telephony.”

• “Its 4.22 overall score—as well as its individual scores in technology, customer service, and value— also beat all IP telephony Market Leaders”

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Highlights from 2010 PilotHouse Rewards Report


• “ShoreTel’s 4.22 score was the second highest score of any vendor in any technology in the entire Nemertes 2010 PilotHouse program.”

• “The most notable findings in this year’s results are essentially, little change from last year. ShoreTel continues to win by a relatively wide margin in all areas evaluated.”

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Highlights from 2010 PilotHouse Rewards Report


ShoreTel Review

• “Over the years, we have witnessed vendors’ ratings increase and decrease, based on their performance that year. “

• “ShoreTel has had unprecedented stability in how it serves companies and how they perceive its technology, service, and value.”


Increasing Feedback from Larger Customers

• “In years past, ShoreTel’s ratings came primarily from small and midsize businesses.”

• “Starting last year, we began seeing more midsize and large companies rating ShoreTel. “

• “This year, the median company size, by number of employees is 300 , with the average or 3,960.”

• “About 15% have greater than $500 million in revenue and nearly 10% of those have greater than $1 billion in revenue.”


Customer Feedback - UC and Complex Applications

• “Along with the movement up market comes more complex implementations. Despite the increased complexity in IP telephony (and UC) deployments, ShoreTel has maintained its first-place standing, with more authority than ever.”

• “They are sterling relative to their peers,” says the CIO of a $100 million K-12 school district.”


Customer Feedback - SIP and Wireless Solutions

• “An $80 million healthcare company raves about its partnership with its VAR, and its relationship with ShoreTel.”

• “We needed a wireless solution running off SIP phones, and we needed it pretty quickly without reinventing the wheel,” the director of IT says. “Cisco and Avaya couldn’t do it. Our VAR connected Hitachi phones into ShoreTel, and it works.”


Customer Feedback – Maintenance and TCO

• “Among those who are managing ShoreTel in-house, they say there is no comparison for ease of use.”

• “Cisco would have been cheaper up front without looking at maintenance costs, but ShoreTel’s ease of management was a key criteria,” says the IT director for a $45 million professional-services company.”

• “Our committee liked the ShoreTel feel during the demo. It’s more intuitive. And Cisco’s maintenance costs were huge in our evaluation.”


Customer Feedback – Distributed Architecture

• “One company assessed ShoreTel, Cisco, Mitel, and Nortel, and selected ShoreTel based on its roots in communications, its distributed architecture for redundancy, and user satisfaction during side-by-side comparisons.”

• “A financial-services company evaluated five vendors. “It came down to Avaya vs. ShoreTel. We went with ShoreTel and it was the best decision we ever made. I can’t say enough good about ShoreTel,” says the VP and managing director.”


Customer Feedback – Lack of Complexity

• “Several companies using ShoreTel like its distributed architecture.”

• “Disaster recovery is a breeze,” says one IT director.”

• “From a technology perspective, participants rating ShoreTel also say the system is easy to understand and not overly complex like some of its competitors.”


Nemertes Analysts

• Johna Till Johnson Johna is president and senior founding partner where she sets research direction and works with strategic clients. A widely regarded expert, Ms. Johnson regularly speaks at numerous trade shows, conferences, and seminars, and writes an insightful weekly column in Network World.

• Irwin LazarIrwin is the Vice President for Communications Research at Nemertes Research, where he develops and manages research projects, develops cost models, conducts strategic seminars and advises clients. His background is in network operations, network engineering, voice-data convergence, and IP telephony. Mr. Lazar is responsible for benchmarking the adoption and use of emerging technologies in the enterprise in areas including VOIP, unified communications, Web 2.0 initiatives and social networking.

•Robin Gareiss Robin is the Executive Vice President and Senior Founding Partner for Nemertes Research, where she oversees research projects and direction, conducts strategic seminars, develops cost models, and advises leading enterprises, vendors, and carriers.

• Nemertes analysts may be contacted at [email protected] 888-241-2685

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PilotHouse AwardsHistorical PerspectiveShoreTel’s 7th Consecutive Win


Nemertes Research Year 1: 2004

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Technology ProductFeatures

CustomerService

Value Ease ofInstallation

UC Vision Overall

ShoreTel Cisco Nortel Avaya


2009 Results: ShoreTel Rates Highest in All 6 Categories

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2010 Results: ShoreTel Rates Highest in All Categories(Technology, Customer Service, Value and Overall)

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Thank Youwww.shoretel.com

2010 nemertes research pilot house awards highlights

Documents

selected shoretel

shoretel review

shoretel rates highest

communications research

year nemertes

research direction

research projects

customer feedback maintenance