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Roland Corporation Case Study

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A highly flexible, all-in-one ShoreTel UC solution is music to Roland Corporation’s ears

Roland Corporation

Discontinued 3Com system initiates search

Roland had been using a 3Com VCX phone system until receiving notice about discontinuation and end of support for the product.

A VoIP solution that offered easy integration

The 3Com company had been purchased by Hewlett-Packard a few years ago, and while Dave Williams, IT director for Roland Corporation U.S., liked the agility of HP networking infrastructure, the 3Com phone system as it was implemented at Roland was not an effective solution.

“We first considered just keeping the old system. But with the potential lack of ongoing technical and product support, including no more product upgrades, we decided to consider other options. Also we’d experienced recent failures along some of the integration points with third-party software, and were also looking to reduce the costs, complexities, and risks of the business communications system,” Williams explains.

From a scalability perspective, the 3Com system is limited to 500 users per server or a total of 3,000 users across multiple sites. Roland operates a very busy contact center, which required a third-party attendant console, and was relying on integration with additional software for handling inbound environments and advanced feature sets. In the search for a simpler, more effective communications solution, the Roland IT team worked with telecom partner AT&T.

“AT&T was great at getting us connected with ShoreTel originally. After we had looked at possible cloud providers, AT&T recommended ShoreTel. Roland is a small-to-medium business and ShoreTel fit our integration and communications needs and budget better than any of the others,” says Andy Biolchino, network systems manager at Roland Corporation U.S.

Recognized as an industry leader in Unified Communications (UC), ShoreTel provides completely integrated solutions based on a distributed architecture that ensures highest availability and is ideally suited for multi-site environments.

“We chose ShoreTel for its functionality, excellent phone quality, its flexible and reliable architecture, and the lowest TCO. ShoreTel has a knowledgeable technical team and offers great ongoing support. It’s truly an all-in-one solution,” Williams adds.

Changing the tune with ShoreTel UC

Roland selected its ShoreTel UC Solution based on cohesive technologies designed to work in concert for harmonious IP-based business communications. ShoreTel Enterprise Support provides expert technical support and online resources for Roland’s hundreds of users and unique needs.

The solution comprises ShoreTel Contact Center and ShoreTel Communicator for seamless integration of call center and business applications as well as a rich UC tool set for greater productivity and collaboration. ShoreTel Contact Center is an all-in-one solution for complete multimedia and outbound capabilities to quickly and expertly deliver calls to the right person. With a customizable call experience and self-service automation, Contact Center allows busy organizations like Roland to strike an optimal balance between the attentiveness by contact center staff and the efficient convenience of auto-attendant.

ShoreTel Communicator strikes a high note by simplifying day-to-day operations so that employees can effortlessly move between voice and data tools to manage real-time communications. Communicator provides immediate access to online directories and personal contact lists, and a unique combination of phone and IM presence for superior versatility.

“WE FIRST CONSIDERED JUST KEEPING THE OLD SYSTEM. BUT WITH THE POTENTIAL LACK OF ONGOING TECHNICAL AND PRODUCT SUPPORT, INCLUDING NO MORE PRODUCT UPGRADES, WE DECIDED TO CONSIDER OTHER OPTIONS.”

Dave Williams, IT Director
Roland Corporation U.S

The ShoreTel orchestra is conducted by a single scalable IP platform with a redundant distributed architecture and intelligent core software for highly reliable, scalable, and simplified business communications. ShoreTel Software delivers voice routing, automated attendant, unified messaging, call accounting and reporting, and noteworthy workgroup features.

“ShoreTel Contact Center gives us an easy way to handle inbound call services for order placement, customer information, and routing. The staff is excited about the workgroups for streamlining call handling and bettering customer service. Everything has been easier from day one,” says Biolchino.

ShoreTel IP Phones play an important role with high-fidelity, crystal-clear audio quality and fullduplex speakerphones worthy of Roland’s premier standards for excellence. And for its mobile sales and marketing staff, and employees working from home, Roland is using ShoreTel VPN Concentrator to help them stay connected without any glitches. VPN Concentrator enables fast, secure connection to the ShoreTel network from remote locations, using a broadband router and key-in codes. Via the VPN Concentrator, Roland’s remote users can quickly connect to the ShoreTel UC feature set as if they were in the office at their desks.

Strumming the benefits of ShoreTel VoIP

Since implementing its ShoreTel UC solution, Roland Corporation U.S. has realized numerous benefits, including lower total cost of ownership and greater productivity. In addition to the expanded set of flexible collaboration tools and contact center resources, Roland employees are happy about being able to synchronize their ShoreTel voicemail with Gmail. ShoreTel users can manage their voicemail through Google email with exceptional transparency, because this Google integration allows the Gmail client to listen to voice messages and to attach voice messages as .WAV files.

“We can configure and manage voicemail and moves/adds/changes so much easier with ShoreTel. Before ShoreTel, we had to use several different products from third-party vendors. Now everything is tightly and seamlessly integrated for the best reliability and simplicity available. One example is ShoreTel’s flexibility, which enabled us to integrate a sister company into the contact center very easily with only one system to manage. These are the types of activities that help us realize savings of time and a boost in productivity for both IT and users. Our resources in IT were already strapped, so the ShoreTel system has really helped us to see some relief, especially in the time and ease of administering the system. It makes us believe that change is good,” concludes Williams.

“OUR RESOURCES IN IT WERE ALREADY STRAPPED, SO THE SHORETEL SYSTEM HAS REALLY HELPED US TO SEE SOME RELIEF, ESPECIALLY IN THE TIME AND EASE OF ADMINISTERING THE SYSTEM. IT MAKES US BELIEVE THAT CHANGE IS GOOD.”

CHALLENGE:

  • With the lack of ongoing technical and product support for its 3Com VCX phone system, and limited software integration, Roland needed to reduce the costs, complexities, and risks of its business communications system.

SOLUTION:

  • Roland selected a ShoreTel UC Solution that included ShoreTel Contact Center, ShoreTel Communicator, ShoreTel VPN Concentrator, ShoreTel IP Phones, ShoreTel Voice Switches, and ShoreTel Enterprise Support.

BENEFITS:

  • Robust, flexible contact center solution
  • Simpler configuration and management
  • Flexibility for seamless integrations
  • High-availability VoIP