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Search Summary

Industry: Education

Solution: ShoreTel’s single-image architecture

Geography: United States

Success Story


Beginning in 1967, Region 10 Education Service Center has been committed to being exactly what the name connotes—a service organization. They provide services that impact more than 650,000 students and 53,000 educators in 80 public school districts, 31 charter schools, and numerous private schools in the 8 counties (and portions of the 9th) in North Texas. It didn’t take long for Region 10 ESC to realize their formula of success would demand a backend support system of technology to keep up with the growth success brings.

“The Comm3 team quickly identified the ShoreTel’s single-image architecture as the best solution to meet the needs of our growing firm. They assembled a proposal and focused on key areas, such as reducing overhead and incorporating audio and web-collaboration bridge to eliminate wasted monthly expenses on hosted services. Still, we were nervous about the promise of voice quality across a data network.”

— John Andrews, Network Administrator, Region 10 ESC

Region 10 Education Service Center provides administrators, teachers, support staff, and students with professional development services designed for improving both workplace excellence and student achievement. Over the years, the legacy technology used by the service center began to show its’ age. The limited features/technologies of yesterday’s communication systems added complexity and management issues to their small IT staff. The Assistant Director of IT knew they needed to upgrade to current technology.

“Our existing NEC system was outdated and difficult to manage. It limited our users that needed current technologies like unified communications to effectively service our customers. We began to investigate possible options from the typical house-hold named solution providers. Along the way, we were introduced to ShoreTel through Comm3 and the daunting task of migration to a pure-IP environment was simplified.”

— John Andrews, Network Administrator, Region 10 ESC

Rather than try to sell Region 10 Education Service Center with promises, we decided the best way to prove the voice quality of ShoreTel was by allowing them to use it for themselves. So we installed a pilot system within a day for the users of the decision committee. By integrating ShoreTel with the legacy PBX, the user group was able to test drive the new system while comparing it to their existing system. They were impressed they could answer calls from the old system, transfer to any other co-worker, and test the unified messaging of the ShoreTel voice mail system. Within a couple of weeks, the committee was able to confirm our design and approved the recommendation for a system wide replacement.

“In just a few hours after installation, our users were enjoying dialing from their Outlook client and using Soft phones on their laptops while in the field. The single-image design of this ShoreTel system delivered voice quality, toll-bypass, ease of management, and ease of use for the entire organization. The solution includes ShoreGear voice switches, voice mail servers, ShorePhone IP telephones, and a ShoreTel Audio/Web Conference Bridge.

  • Communications are enhanced internally and externally with the rich feature set of the ShoreTel IP telephony system, boosting customer satisfaction and employee productivity.
  • Audio and web conferencing is now available to all employees instead of just a select few. ROI on the Conferencing Bridge was less than a year.”

— John Andrews, Network Administrator, Region 10 ESC