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Wales University Says Yes to an Enhanced Student Experience

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“Resilience is the key for an institute the size of ours and we found the ShoreTel system to be intuitive in both usage and deployment.”
- Deryck Jones, systems and communications manager at UWIC.


The University of Wales Institute, Cardiff (UWIC) provides education and training opportunities that are accessible, flexible and the highest quality. The school has been independently acclaimed for its high academic standards and high level of student satisfaction.

Successful communication between campuses, departments, UWIC students and other stakeholders is a crucial part of the University’s operations. With an ever-expanding student population, UWIC was under increased pressure to implement an intuitive telephony system that could easily scale to meet rising demands, enable students to connect with lecturers across its five academic schools and facilitate the increased call volumes received from applicants.

The ShoreTel system, which includes ShoreTel IP phones, switches, and ShoreTel Workgroups, was initially implemented at UWIC’s School of Management and has since been deployed across additional departments, including Communications and Marketing, the International Office and the university’s student advice hub “iZone.”

Benefits include:

  • Call routing capabilities ensure students always get through to the appropriate person.
  • Staff can access voicemails both locally and remotely to ensure they never miss a call.
  • Advanced call handling has reduced call waiting time, enhancing communication with potential and enrolled students.