A collection of success stories from SMBs that upgraded to UC—and are now benefitting from enterprise class features at a price they can afford.

1. Switchvox
®
The Best Value in Unified Communications
A collection of success stories from SMBs that
upgraded to UC — and are now benefitting from
enterprise class features at a price they can afford.
Discover the power of UC for your business.

2. Eddy Streets
Executive Suites
Implement a single, centralized
business communications system
in a new office, built specifically for
shared-tenant space.

3. Challenges: Solution:
n Replace a hosted PBX solution that ESES implemented Switchvox SMB 305,
“When it comes to a
was initially used to support support with built-in UC for up to 150 users.
cost-effective product Eddy Street Executive Suites (ESES) Digium launched their compatible
that can handle the and up to 30 tenant clients of the Digium IP phones. ESES currently uses
kind of flexibility, shared executive office and a blended IP phone install that includes
conference space. Digium’s new executive IP phones and
functionality, and
several Polycom phones. Going forward,
versatility needed by n Identify a premises-based PBX solution
ESES will use Digium’s phones because
with broad-based capability and a lot
ESES, Switchvox has they integrate more tightly with Switchvox
of functionality so the auto attendant
increasingly become than any other brand of phone in terms of
could easily disseminate calls to the
web log-in capabilities, visual voicemail,
our ‘go-to’ business correct tenant company, and the right
and assimilation with existing address
communications person within that company.
book settings.
solution over the past n Utilize existing VoIP infrastructure
Shared tenant space requires unique
couple of years.” and offer tenants video and teleconfer-
telecom versatility and with Switchvox,
encing capabilities, virtual office
the opportunities are limitless,” says
communications, and mobility by
James Conlin, marketing director for
using a robust and flexible Unified
New Age Telecom, a Select Digium
Communications system.
partner. He says there is no “cookie
cutter” solution that fits all businesses,
so the flexibility of Switchvox was
important for ESES and their broad
range of business tenants.

4. Results: About the Company:
End-user management, call Eddy Street Executive Suites (ESES)
management features, and the ability to is a commercial property management
set rules for complex call routing, and company in South Bend, Indiana. With
controlled ring routing for multiple inward stylish new office construction, tenant
dial numbers, are just a few of the flexibility and a built-in infrastructure
benefits of Switchvox. ESES uses a lot to support VoIP technology, ESES is
of the features Switchvox offers but able to provide office space and
even with the company’s complex professional office services to as many
requirements, they haven’t scratched the as 30 small business tenants. ESES
surface of Switchvox’s overall capability provides a service that is in response
and its broad range of functionality. to the new way companies and
employees work. Today’s work style
Switchvox has provided ESES with an requires a flexible, functional working
added stream of revenue. A unique style in a convenient location. It must
feature for ESES is their ability to offer a have easy accessibility to superior
premium service fee for live-answer technology and extraordinary office
receptionist services, if their tenant space. ESES is able to provide tenants
chooses it. Since there are significant with a collaborative, Co-working area
cost savings built into VoIP, they are able and offices, offering on-demand
to offer back-end administrative functions support staff, copiers, scanners,
as a managed service to tenants, printers, and superior business phone
charging a very low monthly management systems with full UC features.
fee to take care of any changes needed.
Phone system being replaced:
Hosted 3CX
Other solutions considered:
Shoretel

5. Summit County
Public Health
Objectives:
Replace separate legacy phone
systems across multiple locations; and
implement a flexible and affordable
telecommunications solution that
can handle a larger workforce and
expanded locations, while keeping up
with future expansion.

6. Challenges: Solution:
Summit County and Akron were the two Summit County purchased two
biggest facilities with Akron having the Switchvox SMB appliances to handle up
most employees. Both were operating to 400 users. Included in the total cost:
analog PBX switchboards answered by n Installation and set-up at all
receptionists who transferred calls to ex- eleven locations
tensions using direct inward dialing (DID).
n Costs for having AT&T build a copper
The much smaller Barberton office and fiber optic network
didn’t have a PBX but operated a Point of n Setting up a small secondary data
Presence (POP) local and long distance center at the Akron facility
line exchange.
The County Health Board was
Akron and Summit Counties both offered presented with a cost comparison
a widespread range of services, requiring between Cisco and Switchvox. It
transfers to different departments. The showed an initial $200,000 savings
confusion caused phone lines to persis- over Cisco, to get everything up and
tently back up with callers left on hold. running. An additional $40,000 in
SCPH required a savings would result from the
business phone elimination of re-occurring costs and
“We had no way of knowing when calls system that was connectivity. It was quickly apparent
were dropped before, or how many times flexible enough to to the board that Switchvox would pay
someone called or how long they were handle complicated for itself in 4 years, whereas the Cisco
left on hold. We can track all of that now — call routing rules. product would have taken 11 years.
thanks to Switchvox.”
Cory Kendrick
Information Systems Manager, SCPH

7. Results: About the Company:
Customer service has improved Summit County Public Health
“There is so much you
“10 times over” for Summit County and More than 540,000 residents depend
can do with Switchvox they are experiencing a much higher rate on services and programs provided by
and the UC platform of connected callers, verses dropped Ohio’s Summit County Public Health
in mobility… Some are and missed calls. They now have regular (SCPH). Following its merger with the
reports, using the Switchvox reporting city of Akron’s Regional Air Quality
using the Switchvox
tools, that help with quality control, figur- Management District and the health
app for the iPhone so ing out problems and showing areas for services division of the City of Barberton,
they can get voice improvement based on call behavior. the conglomerate now provides a
mail and email through broader platform for environmental and
Call routing is also improved. The auto
community health education programs;
their smartphone. attendant disperses incoming calls into
clinical and medical advisory support
And, a few of us are call groups and queues assigned to
services; and direct and coordinated
certain departments, reducing or
experimenting school health services. Implementing a
eliminating hold times. Now when a
with tablets.” flexible and affordable telecommunication
person calls looking for their birth
solution quickly became a vital need for
Cory Kendrick certificate so they can get a passport,
the newly integrated SCPH.
Information Systems SCPH can transfer the call to Vital
Manager, SCPH Records across town, just as though it
Other solutions considered:
were down the hall, without their having
Nortel
to hang up and call another number.

8. Midwest-CBK
Objective:
Replacing an aging phone system
by setting up an evaluation team,
made up of members from multiple
departments, to make the final
decision. The decision would be
based on a carefully weighted-
comparison of what the end-users
(their employees) wanted to see in
the new system. Price and an easy
implementation would play important
roles in the final analysis, but neither
of those benefits mattered unless
the new system had the functionality
needed by users in the field.

9. Challenges: Solution:
n Must be easy to use; able to access Midwest-CBK had an IP infrastructure
Midwest-CBK
voicemail from mobile devices and but spent about three months running
chose the total tablets; and have call queues and new cabling and setting up a separate
Digium Switchvox ring groups. connectivity network at the Elkin
UC solution with facility. They purchased the Digium
n Must be flexible and easy to implement,
SMB355 Switchvox appliance designed
Digium IP phones. since linking 15 sites would happen in
for up to 400 users — an ideal fit for use
Switchvox beat out progressive phases, and not all at once.
in call center operations. “The timing
four competitors, n Determine whether to enter into a was also great because Digium was just
based on feature- maintenance contract with a vendor, or launching their new IP phone product
maintain the system internally. line,” noted Todd Little of Midwest-CBK.
rich functionality
“We purchased five D70 phones for
and flexibility, the our power users and eighty D40s for
easy installation everyone else.” Digium IP phones are
of Digium IP available in D70s, suitable for executives
and administrators; D50s for mid-level
phones, and a
managers; and D40s, which are perfect
competitive price. for call centers and most any employee
in the company.
“We looked at systems by Mitel, Shoretel,
Microsoft, and a couple of others…Digium won.”
Todd Little
Midwest-CBK

10. Result: About the Company:
The built-in feature-set lets employees Midwest-CBK designs, manufactures,
easily access all of their contacts, make and markets several lines of home
calls, and access call queues, directly décor items, gifts, and home fragrances
from the phone interface. “From a to specialty retailers worldwide.
maintenance perspective, these phones Renowned for design, style, and trend
save us time because they can be leadership, Midwest-CBK ’s long-term
pre-configured from Switchvox,” says goal was to network together all 15
Little. Because the firmware is updated MVP Group administrative, call center,
automatically, once the technician puts warehousing, and distribution sites
a phone on an employee’s desk, they across the U.S., with the first centralized
never have to touch it again. “We directory located at their Elkin,
really like the Digium phones and will North Carolina location. It would allow
be deploying more as we continue them to call extension-to-extension
building the site-to-site dialing network anywhere within the company. With 15
that connects all 15 sites.” locations impacted by the new phone
system, Midwest-CBK wanted input
from multiple departments across
the country.
“We saw immediate savings by buying the
new Digium phones because it was part of Phone system being replaced:
a launch promotion to introduce them to the Centrix PBX
market. Tech support was great helping us
install them, although we really like how easy Other solutions considered:
they are to use, requiring little-to-no training.” Mitel, Shoretel, Microsoft
Todd Little
Project Lead

11. Balboa Park
Objective:
Keep visitors to San Diego’s
popular tourist destination informed
and save thousands in business
communications costs using
Unified Communications.

12. Challenges: Solution:
n Balboa Park consists of well over 50 BPOC purchased a Switchvox SMB 355
With a history
venues, spread out across 1,200 acres capable of handling up to 400 users,
of ingenuity and and most venues had their own providing plenty of expansion capability
known for its antiquated phone systems, with no from the approximately 55 users currently
innovative use centralized system for the Park. The on the system. The high performance
Visitor’s Center had as many as 15 very and high redundancy solution includes
of technology,
expensive AT&T analog phone lines, features such as mobility, instant
Balboa Park’s and no phone extensions. Two of the messaging, and conferencing. In
latest IT-based Park’s venues were new to the campus addition, the Switchvox switchboard
project enables and had no phone system at all. with its computer interface has been a
hit. Collaboration provides each member
the Park’s many n Although Balboa Park Online
with the advantage of a centralized
public venues Cooperative (BPOC) had VoIP
directory so inbound calls are dispersed
capabilities, it was of limited benefit to
to reap the into call groups and call queues pertinent
them. They used Free PBX, and it was
benefits of Unified to each member organization and the
a self-managed system and when the
departments within that organization.
Communication previous IT team had it installed, they
using Digium’s did not sign on for any support. The
appliance was unreliable and crashed
Switchvox UC
all the time — and the situation got
solution. worse and worse, dropping calls and
crashing several times a week.”

13. Results: About the Company:
BPOC built a fiber optic network Balboa Park
throughout the park to provide the At one time called “City Park,” Balboa
backbone for a new IP-based Switchvox Park was once a treeless scrubland of
solution that would not only replace 1,400 acres overlooking San Diego.
existing analog telecommunications with Today it is a popular tourist attraction and
a sophisticated UC platform; but would the nation’s largest urban cultural park.
also save individual park members, like Not only is it home to the renowned
the Zoo and the various museums, San Diego Zoo, but Balboa Park offers
thousands of dollars in recurring fees access to 17 world-class museums;
and connectivity costs. esteemed performing arts centers;
beautiful botanical gardens and canyons;
Another huge benefit to park visitors is
and dozens of family-friendly recreational
the ability to now dial a single number
activities, restaurants, and nature trails.
and in one call to the Visitors Center they
With a history of ingenuity and known for
can get information on every venue in the
its innovative use of technology, Balboa
entire park.
Park’s latest IT-based project enables the
Park’s many public venues to reap the
benefits of Unified Communications (UC)
“When we showed the Park’s Board of using Digium’s Switchvox UC solution.
Directors how we could save the Visitor’s
Center alone $1,200 a month by eliminating
their 15 analog lines, they were all in with
providing us with the capital to build the
network and buy the system.”
Heather Hart
IT Project Manager

14. MacDonald
Island Park
Objectives:
Replace a failing Mitel phone system
that lacked properly functioning
features including voicemail never
working and unanswered calls
bouncing back to the main IVR.

15. Challenges: Solution:
n In need of a solution that is easy to MacDonald Island chose the Digium
“This is the primary
use, set up and manage on own, with Switchvox SMB355 system with
reason Digium is a online or telephone support when approximately 150 IP phones. Total cost
fraction of the price, needed. was $46,500 but Digium helped find a
and I love that I’m buyer for the old Mitel equipment,
n Replace a failing Mitel system and
bringing the new phone system cost
not limited.” overcome the bad reputation from
down to $35,000. Compared to Cisco’s
having poor phone service.
Jason Carlson $125,000 price tag, Switchvox is 30% of
IT Director, n Closest big box telephony vendors the cost of Cisco. Plus, the Switchvox
MacDonald Island Park are located 300 miles away making it feature set is not only flexible and easy
nearly impossible to receive prompt to use, but the UC functionality is all-
response to service requests and inclusive (no costly add-on fees for fea-
service issues. tures). Additionally, Mac Island saved
over 50% in costs by purchasing Meraki
PoE switches to replace Cisco’s brand,
also providing additional network trouble-
shooting information at their fingertips.

16. Results: About the Company:
Switchvox provides an all-inclusive UC MacDonald Island Park Corp.
solution that is both affordable and does Partially funded by the government
not require the IT team to build a system municipality and primarily dependent
from scratch. These were important for on profits from programs and
Jason Carlson, IT director for MacDonald sponsorships. MacDonald Island Park
Island Park, especially when comparing features a 440,000 square-foot
it to other systems. Nortel, Cisco, and recreational facility and mega sports
Toshiba, for example, have pricing that is complex. It houses winter sports
license-based for each feature for every favorites like curling and ice-skating,
year. Switchvox is also expandable, a variety of arts and cultural activities,
which means that at 147 users currently, meeting venues, an aquatic center,
MacDonald Island Park can easily add up a climbing wall, and outdoor field
to 400 users as more facilities open. Once sports like squash, football, and
the Digium IP phones are plugged in, they baseball. After expansion, it will
find the software themselves — making include a football and baseball
pre-configuration frictionless. stadium, non-profit shared space
to accommodate 60 non-profits,
a conferencing center, and another
With Digium, everything is included. With other systems field house.
I’ve used in the past like Nortel, Cisco, and Toshiba,
Phone system being replaced:
their pricing is license-based for each feature for every
Mitel
year. If those numbers are one or two off, then you are
hit with additional costs and as you add to the system, Other solutions considered:
the price continues to go up. Cisco, Avaya
Jason Carlson
IT Director, MacDonald Island Park

17. Target Marketing
Objectives:
Replace a 20-year-old Inter-Tel
phone system that no longer had
service or support while seeking
greater functionality in business
telecommunications.

18. Challenges: Solution:
n The current system was running Target Marketing purchased the
“With Switchvox,
steady but Target Marketing needed Switchvox SMB355 for up to 400 users
there are no additional more features, especially in the Unified and installed it at their old location.
licensing fees like Communications arena. And, they purchased two Digium D70
there are with other executive phones and about 35 D50
n Needed converged phone capabilities
mid-level desk sets. The additional sets
systems where you with the option for soft phones for use
are used all over the facility from the
incur costs for every by the company’s 25 employees.
break room to the conference room and
little add-on.” n Preferred a system with a computer public areas. There is nowhere inside or
user interface (UI), thorough reporting even outside the building where a call
Ryan Buffa
resources, multiple IVRs and call cannot be answered, and there’s no
Target Marketing
queues, and mobile phone apps. reason for them to ever go to voicemail
due to the extra phones sets, the
convergence capability, soft phones,
and mobility. The extra phones and
functionality add up to better customer
service, with Target Marketing boasting
99% answerability.

19. Results: About the Company:
One of the most widely used and highly Target Marketing Group
regarded Switchvox features for Target Founded in 1986, Target Marketing Group
Marketing is the ability to set up numerous is one of the largest distributors and
IVRs and call queues. Target Marketing importers of promotional merchandise in
can now maintain a separate IVR for every the United States, offering a wide variety
individual client they represent — a critical
­ ­ of marketing support services; including
requirement for their business. The power fulfillment, creative design, and extensive
of Switchvox’s inbound call distribution decorating capabilities.
capabilities is a perfect match for
Phone system being replaced:
Target Marketing. And, call convergence
Inter-Tel
lets upper level management disperse
calls to a wireless phone located at any Other solutions considered:
remote location, if need be, without Cisco, Nortel, Avaya, Shoretel
Target Marketing’s customer knowing any
differently. This also helps the receptionist
by distributing calls accordingly so she
can answer only general inquiries.
“(Digium’s) new phones have a lot of the
upfront programming already preconfigured
so all you have to do is plug in the phones
and the system recognizes them.”

20. Digium. We’re changing the way businesses communicate.
®
Founded in 1999, Digium is the creator The award-winning line of Switchvox IP Want more information
and primary developer of Asterisk, the PBX phone systems provides more than on Switchvox?
industry’s first open source telephony a phone system — it delivers a Unified Take a virtual tour of
platform. More than one million customers Communications platform that integrates this powerful Unified
in 125 countries have deployed Asterisk- multiple features that increase productivity Communications platform:
based systems. Digium is committed to and lower monthly communication costs. www.digium.com/switchvox
ending the days of expensive, proprietary It’s the affordable solution with a proven
telecom. The Switchvox family of Unified return on investment for businesses Contact us —
Communications solutions is built on with 10 to 400 users. we’re here to help.
Asterisk and is designed to provide Talk with a Switchvox specialist:
Learn more at digium.com/switchvox
enterprise class features at affordable 1 877 344 4861
prices for small and medium businesses. 1 256 428 6271
sales@digium.com
Copyright © 2013 Digium, Inc. All rights reserved. Digium, Asterisk and Switchvox are trademarks of Digium, Inc.
All other trademarks are property of their respective owners.