advantages of the cloud phone system live webcast
DESCRIPTION
This course offers an overview of the latest trends and best practices with respect to Cloud Phone System. A panel of thought leaders and practitioners will help firms better understand how to apply this law or business trend to their company and/or clients. Some of the major topics that will be covered in this course are: The Cloud Phone System – An Overview Features of Cloud Phone System Benefits of Moving Your Phone System to the Cloud Cloud Phone System on Small or Medium-Sized Business (SMB’s) Cost Savings, Reliability and Support Latest Technology Updates on Cloud Phone System To view the webcast go to this link: http://youtu.be/1J9gRtnSk-8 To learn more about the webcast please visit our website: http://theknowledgegroup.orgTRANSCRIPT
Speaker Firms and Organization:
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Presented By:
November 18, 2014
1
Partner Firms:
ShoreTel Inc.
Randa Green
Director of Product Management
Contango IT
Danny Mizrahi
CEO of Contango IT
UMG/Del Medical, Inc.
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
ShoreTel Inc.
Ali Rizvi
Senior Product Manager
November 18, 2014
2
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November 18, 2014
3
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November 18, 2014
4
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November 18, 2014
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Partner Firms:
November 18, 2014
6
ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly
simple IP phone systems and unified communications solutions.
Its award-winning on-premises IP-PBX solution and cloud-based
hosted phone system eliminate complexity and improve
productivity. Recognized for its industry-leading customer
experience and support, ShoreTel’s innovative business phones,
application integration, collaboration tools, mobility, and contact
center applications enable users to communicate and collaborate
no matter the time, place or device, with minimal demand on IT
resources. ShoreTel is headquartered in Sunnyvale, Calif., and
has regional offices and partners worldwide. For more information,
visit www.shoretel.com.
UMG/Del Medical, Inc.
Brief Speaker Bios:
Danny Mizrahi
Danny Mizrahi is the Founder and CEO of Contango IT. He started his professional career at age 14, as a runner on the NY
Mercantile Exchange. Each summer thereafter, Danny spent working at technology companies, learning from the best and expanding
his technical and business foundation. After 4 years at the University of Maryland, College Park and founding/running two successful
startups, Danny came back to New York to be the Director of Sales and Marketing for an established IT Consulting Company. Soon
after, he realized that there were better ways to help businesses than simply providing traditional IT support, Managed Services and
Break/Fix solutions. Contango IT was created to leverage Cloud technologies to help businesses lower costs, while increasing
productivity, reliability and availability of their data. While Contango still services, implements and supports traditional IT
infrastructures, Contango is best known as a pioneer in Cloud Computing, especially in the New York, Tri-State area.
November 18, 2014
7
Randa Green
Randa Green joined ShoreTel 10 years ago through the M5 acquisition in 2012 and M5's acquisition of Geckotech in 2010. As the first
employee of Geckotech, Randa was responsible for defining the client experience from onboarding through customer service as well
as managing core data center infrastructure and building the team from 2 to 14. Later, When M5 acquired Geckotech, Randa helped
integrate business processes across divisions and took over a team of 25 people as a Director of Operations. Last year, Randa
transitioned to the Product team to write requirements for BOSS and took ownership of Call Conductor and 400 Series Sky launch.
Currently, Randa leads the Sky Product Platform team consisting of the Softswitch, operational support system, network elements for
service delivery, and the hybrid architecture.
Brief Speaker Bios:
November 18, 2014
8
Joe DiCristofano
Joe has been in the Information Technology field for over 20 years and possesses a wide array of technological skills and leadership
qualities. He has grown from “green-screen” Mainframe technologies into today’s Cloud centric mentality. His wide breadth of
experience with IT systems has allowed him to develop teams and contribute to the growth of companies. Today he is a hands-on IT
leader at a healthcare imaging equipment manufacturer.
► For more information about the speakers, you can visit: http://theknowledgegroup.org/event_name/advantages-of-the-cloud-phone-system-live-webcast/
Ali Rizvi
Ali is a Senior Product Manager with ShoreTel. He owns web-based CRM and ERP integration apps, APIs, and the analytics platform.
He is responsible for design, specifications and launch for new and existing products.
He recently led the redesign and launch of ShoreTel's flagship Salesforce.com app integration. This app makes it simple and easy to
use telephony services inside the CRM desktop, enabling it to improve the customer’s business processes, analytics and client
experience.
This course offers an overview of the latest trends and best practices with respect to Cloud
Phone System. A panel of thought leaders and practitioners will help firms better understand
how to apply this law or business trend to their company and/or clients.
Some of the major topics that will be covered in this course are:
• The Cloud Phone System – An Overview
• Features of Cloud Phone System
• Benefits of Moving Your Phone System to the Cloud
• Cloud Phone System on Small or Medium-Sized Business (SMB's)
• Cost Savings, Reliability and Support
• Latest Technology Updates on Cloud Phone System
November 18, 2014
9
Featured Speakers:
November 18, 2014
10
SEGMENT 4:
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
SEGMENT 1:
Danny Mizrahi
CEO of Contango IT
Contango IT
SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Introduction
Danny Mizrahi is the Founder and CEO of Contango IT. He started his professional career at age 14, as a runner on the NY
Mercantile Exchange. Each summer thereafter, Danny spent working at technology companies, learning from the best and
expanding his technical and business foundation. After 4 years at the University of Maryland, College Park and
founding/running two successful startups, Danny came back to New York to be the Director of Sales and Marketing for an
established IT Consulting Company. Soon after, he realized that there were better ways to help businesses than simply
providing traditional IT support, Managed Services and Break/Fix solutions. Contango IT was created to leverage Cloud
technologies to help businesses lower costs, while increasing productivity, reliability and availability of their data. While
Contango still services, implements and supports traditional IT infrastructures, Contango is best known as a pioneer in
Cloud Computing, especially in the New York, Tri-State area.
November 18, 2014
11
SEGMENT 1:
Danny Mizrahi
CEO of Contango IT
Contango IT
Key Differentiators
No Monthly Fees
Complete Transparency/Accountability
Fiduciary Style of IT Consulting
Pioneers in Cloud Computing
November 18, 2014
12
SEGMENT 1:
Danny Mizrahi
CEO of Contango IT
Contango IT
November 18, 2014
13
SEGMENT 1:
Danny Mizrahi
CEO of Contango IT
Contango IT
Advantages of the Cloud
• Centralization of Data
• Subscription for Vendors
• Easier Support and Troubleshooting
• Fixed Monthly Costs for Customers
November 18, 2014
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SEGMENT 1:
Danny Mizrahi
CEO of Contango IT
Contango IT
How do Phones play a part in this?
Pros and Cons
Tips and Tricks
Practical Examples
November 18, 2014
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SEGMENT 1:
Danny Mizrahi
CEO of Contango IT
Contango IT
Introduction
Randa Green joined ShoreTel 10 years ago through the M5 acquisition in 2012 and M5's acquisition of Geckotech in 2010.
As the first employee of Geckotech, Randa was responsible for defining the client experience from onboarding through
customer service as well as managing core data center infrastructure and building the team from 2 to 14. Later, When M5
acquired Geckotech, Randa helped integrate business processes across divisions and took over a team of 25 people as a
Director of Operations. Last year, Randa transitioned to the Product team to write requirements for BOSS and took
ownership of Call Conductor and 400 Series Sky launch. Currently, Randa leads the Sky Product Platform team consisting
of the Softswitch, operational support system, network elements for service delivery, and the hybrid architecture.
November 18, 2014
16
SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
Is It Time To Move To A Cloud Phone System?
November 18, 2014
17
SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
The workplace is changing
November 18, 2014
18
SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
Static to Dynamic
End of 9 to 5
Team Collaboration
Easy Access to Information
Mobile usage and trends
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
Source: iPass Global Mobile Workforce Report
Average number of
devices carried by
mobile workers
Mobile
workers with
tablets
Additional hours spent
working by mobile
workers
25%
Cloud Business Drivers
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
• Need for predictable operational expenses
• Elastic – consume only what is needed and scalable up or down
• Business process application integrations
• Reporting to fit strategic needs
• Greater Flexibility to lease or buy phone
equipment
• A highly reliable service that is always updated
with the most current software
• Provides flexibility to locate employees in any
office or home location
• Do not want to own infrastructure and manage it
A Cloud Phone System To Deliver Your Business Benefits
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
Cloud solution
Available anywhere
Scalable
Built in Business Continuity
Enterprise class
features
Strategic use of It
resources
Eliminates multi
vendor confusion
So, Are You A Fit For The Move To The Cloud?
November 18, 2014
22
SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
1.Does Your Phone System Work With You….Or Against You?
November 18, 2014
23
SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
2. Are You Managing Your Business Or Your Phone System?
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
Endless
Endpoints
Need for
Enablement
Rapid
InnovationEasy and Flexible
3. Does Your Phone System Enhance Your Bottom Line?
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
4. Is Your Phone System Omnipresent?
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
5. Does Your Phone System Scale With You?
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
Image Source: Capgemini
5 Signs You Are Ready For A Cloud Phone System
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
ShoreTel Sky: Pure Cloud Option
Reliability: The core of the delivery model is our geographically redundant data centers that house our
infrastructure and the redundant connectivity services needed to deliver carrier class reliability to our
customers.
Quality: We offer a fully managed solution over a private connection, assuring excellent call quality and a
consistent customer experience. Our clients can get out of the phone business and focus on what is
important to their business
Flexibility: Work wherever you are just like you were at the office. Hire based on their skills and not
location. Add any employee to a contact center queue during unexpected high volume periods. Re-route
calls on demand to survive disasters that would typically put your business out of service.
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
* ShoreTel Sky cloud offering currently only available in the USA
ShoreTel Sky: Pure Cloud Option
November 18, 2014
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SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
• Call Conductor is the
heart of the solution
• Provides core voice
and application suite
• Built for Enterprises
• Reliable
• Customer Centric vs.
Vendor Centric
• Allows for complete
control over product
roadmap
Call Conductor
Contact
Center
Intelligence
Portal
Fax
Scribe
Mobility
Communicator
Conferencing
Call Recording
* ShoreTel Sky cloud offering currently only available in the USA
Your
CRM
Your
ERP
Your
Apps
Ap
plic
atio
n In
tegra
tion
November 18, 2014
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November 18, 2014
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Introduction
Ali is a Senior Product Manager with ShoreTel. He owns web-based CRM and ERP integration apps, APIs, and the analytics
platform. He is responsible for design, specifications and launch for new and existing products.
He recently led the redesign and launch of ShoreTel's flagship Salesforce.com app integration. This app makes it simple and
easy to use telephony services inside the CRM desktop, enabling it to improve the customer’s business processes, analytics
and client experience.
His focus is on building products that delight customers. His passion is solving market problems and manifesting a delightful
design. As an entrepreneur he successfully funded and started his own internet company. In his PM role at ShoreTel he has
released successful SaaS products that serve thousands of companies and their users.
On the side, he has a 3rd degree black belt in Kung Fu with over 10 years experience in teaching. He coaches C-level
execs and entrepreneurs. And is a budding musician, composer and producer.
November 18, 2014
34
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Integration – Enablement - Analytics
Why Business Apps and Analytics in the Cloud?
November 18, 2014
35
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Force multiplier
November 18, 2014
36
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Unifying the phone systems with core business applications unleashes the true power of both.
Unify the phone experience through CTI
November 18, 2014
37
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Enterprise Integrations for CRM, ERP and ATS Cloud Business Apps
Click-to-Dial for Productivity Apps
Browser Microsoft
Ideal for vertical industries
November 18, 2014
38
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
staffing
insurance
financial serviceseducation
legal services
APIs
November 18, 2014
39
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Enable home-grown systems and customization
What is driving the demand
November 18, 2014
40
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Increase productivity and
efficiency
• Save 15-30 seconds per call
• Eliminate missed dials
• Process integration
What is driving the demand
November 18, 2014
41
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Increase Sales & Improve Service
• The more calls you make, the more sales you make
• Screen pops tell you who is calling, the CRM tells you WHY
What is driving the demand
November 18, 2014
42
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Measure Performance
• Align phone data with business data
• Track all calls like you track email
What is driving the demand
November 18, 2014
43
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Improve CRM Adoption
• When the phone is connected
with CRM, you use both the
phone and CRM more
Flexibility of a cloud phone system
November 18, 2014
44
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
It can grow with:
How you sell…
How you service…
How you market…
What Apps do you use?
Needs by organization leaders
November 18, 2014
45
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Sales
• Leads Opportunities
• Funnel by stage
• Rep & manager views
Marketing
• Campaign ROI
• Outside campaigns
• Lead disposition
Service
• Cases
• Customer engagement
center
• Multi-channel support
Beyond CTI
November 18, 2014
46
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Call Recording
• Training
• Service
• Compliance
Voicemail Transcription
• Executive suite
• Service
• Road warrior sales
Beyond CTI
November 18, 2014
47
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Advanced analytics and actionable intelligence
ShoreTel apps and analytics...
“The Force” multiplier in the cloud
November 18, 2014
48
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
Introduction
Joe has been in the Information Technology field for over 20 years and possesses a wide array of technological skills and
leadership qualities. He has grown from “green-screen” Mainframe technologies into today’s Cloud centric mentality. His
wide breadth of experience with IT systems has allowed him to develop teams and contribute to the growth of
companies. Today he is a hands-on IT leader at a healthcare imaging equipment manufacturer.
November 18, 2014
49
SEGMENT 4:
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
The problem
U.M.G. Inc. acquired Del Medical Imaging in November 2009
• The company more than doubled in size from the acquisition and there was an immediate need to
facilitate quick, clear and secure communication between dispersed offices.
• The need to have home office employees (especially Sales team members) the freedom to work
remotely as if they were in an office was key to our success.
• Determine how to leverage heavy investment in phone system handsets; compatibility with existing
phones was critical.
November 18, 2014
50
SEGMENT 4:
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
Why cloud?
• Cost—flexibility in pricing was a big factor in evaluating a cloud solution.
• Ease of administration—the solution needed to be easy to administer without adding headcount for
phone system maintenance.
• Management portal accessibility—manage from any Internet location.
• Ability for control—move, add, changes on the fly.
November 18, 2014
51
SEGMENT 4:
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
Why ShoreTel?
Several hosted vendors were considered including
8x8, RingCentral and internal PBX hosting—
before zeroing in on ShoreTel Sky.
• The feature sets we wanted weren’t available with the solutions offered by the other vendors.
• Flexibility & cost impact—price index per user vs. the long-term contract cost.
• Manageability out-of-the-box or into-the-cloud—that is, the complexity of other solutions—made
ShoreTel Sky the obvious choice for us.
November 18, 2014
52
SEGMENT 4:
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
Experience so far with ShoreTel
• Improvement of call quality & coverage across our offices.
• No need for additional headcount to IT.
• ShoreTel support and Knowledgebase is excellent.
• ShoreTel Sky Mobility enables our employees place and receive calls on any device using a common
business phone number.
• Benefits and upgrades have accelerated; especially over the last year more features have become
available.
“Disaster recovery high availability solution has come into play – big win for ShoreTel & for us”
November 18, 2014
53
SEGMENT 4:
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
► You may ask a question at anytime throughout the presentation today. Simply click on the question mark icon located on the floating tool bar on the bottom right side of your screen. Type
your question in the box that appears and click send.
► Questions will be answered in the order they are received.
Q&A:
November 18, 2014
54
SEGMENT 4:
Joe DiCristofano
Director of Information System
UMG/Del Medical, Inc.
SEGMENT 1:
Danny Mizrahi
CEO of Contango IT
Contango IT
SEGMENT 2:
Randa Green
Director of Product Management
ShoreTel Inc.
SEGMENT 3:
Ali Rizvi
Senior Product Manager
ShoreTel Inc.
November 18, 2014
55
Welcome to the Knowledge Group Unlimited Subscription Programs. We have Two Options Available for You:
FREE UNLIMITED: This program is free of charge with no further costs or obligations. It includes:
Unlimited access to over 15,000 pages of course material from all Knowledge Group Webcasts.
Subscribers to this program can download any slides, white papers, or supplemental material covered during all live webcasts.
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PAID UNLIMITED: Our most comprehensive and cost-effective plan, for a one-time fee:
Access to all LIVE Webcasts (Normally $199 to $349 for each event without a subscription). Including: Bring-a-Friend – Invite a
client or associate outside your firm to attend for FREE. Sign up for as many webcasts as you wish.
Access to all of Recorded/Archived Events & Course Material includes 1,500+ hours of audio material (Normally $299 for each
event without a subscription).
Free CLE/CPE/CE Processing3 (Normally $49 Per Course without a subscription).
Access to over 15,000 pages of course material from Knowledge Group Webcasts.
Ability to invite a guest of your choice to attend any live webcast Free of charge. (Exclusive benefit only available for PAID
UNLIMITED subscribers.)
6 Month Subscription is $299 with No Additional Fees. Other options are available.
Special Offer: Sign up today and add 2 of your colleagues to your plan for free. Check the “Triple Play” box on the sign-
up sheet contained in the link below.
https://gkc.memberclicks.net/index.php?option=com_mc&view=mc&mcid=form_157964
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Knowledge Group UNLIMITED PAID Subscription Programs Pricing:
Individual Subscription Fees: (2 Options)
Semi-Annual: $299 one-time fee for a 6 month subscription with unlimited access to all webcasts, recordings, and materials.
Annual: $499 one-time fee for a 12 month unlimited subscription with unlimited access to all webcasts, recordings, and materials.
Group plans are available. See the registration form for details.
Best ways to sign up:
1. Fill out the sign up form attached to the post conference survey email.
2. Sign up online by clicking the link contained in the post conference survey email.
3. Click the link below or the one we just posted in the chat window to the right.
https://gkc.memberclicks.net/index.php?option=com_mc&view=mc&mcid=form_157964
Discounts:
Enroll today and you will be eligible for the “Triple Play” program and 3% off if you pay by credit card. Also we will waive the $49
CLE/CPE processing fee for today’s conference. See the form attached to the post conference survey email for details.
Questions: Send an email to: [email protected] with “Unlimited” in the subject.
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ABOUT THE KNOWLEDGE GROUP, LLC
The Knowledge Group, LLC is an organization that produces live webcasts which examine regulatory
changes and their impacts across a variety of industries. “We bring together the world's leading
authorities and industry participants through informative two-hour webcasts to study the impact of
changing regulations.”
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Disclaimer:
The Knowledge Group, LLC is producing this event for information purposes only. We do not intend to
provide or offer business advice.
The contents of this event are based upon the opinions of our speakers. The Knowledge Group does
not warrant their accuracy and completeness. The statements made by them are based on their
independent opinions and does not necessarily reflect that of The Knowledge Group‘s views.
In no event shall The Knowledge Group be liable to any person or business entity for any special,
direct, indirect, punitive, incidental or consequential damages as a result of any information gathered
from this webcast.
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Contributors or Licensed Partners and are being used with permission under license. These images
and/or photos may not be copied or downloaded without permission from 123RF Limited