Equity Trust Case Study
Equity Trust Communication Solution
Company Overview
Equity Trust is the nation’s leading provider of self-directed IRA’s and 401k’s, with over 13,000 clients in all 50 states and approximately $12 billion of retirement plan assets under their administration. The company has grown overwhelmingly since 1974 and is established in Westlake, OH with the mission to help investors make tax-free profits through education, innovation, and a commitment to understanding their individual needs. Equity Trust has over 500 users in 5 locations on their telephony system and runs a sophisticated call center with over 200 call center agents, and 50 call center supervisors.The Challenge
Equity Trust’s phone system contract with Cisco was coming to a close which forced them to evaluate their current call center functionality, reporting capabilities, and provider services in comparison with their expanding business requirements. The challenges that lay before them existed in three different mission-critical areas.
Running on a current Cisco phone system, their provider couldn’t function like the reliable partner Equity Trust desired and needed for navigating the changing landscape of their business requirements for call center functionality and managed services. Making the changes they needed to their telephony system would require a provider who could deliver not just functionality, but partnership.
Timely and accurate reporting is critical for call centers. Equity Trust’s current Cisco system lacked the ability to deliver the reporting functionality they desired at the speed in which they needed it delivered. In addition to desiring efficient reporting, Equity Trust was challenged by not having features available that were able to facilitate the streamlined processes and functions they envisioned for the growth and sustainability of their business.
Lastly, and perhaps most critical, was the realization that the overall cost for their telephony system versus the functionality being delivered was not inline. Seeking a solution within the ever-changing industry of VoIP—with all its purchasing model variables—presented a challenge for Equity Trust who desired to maintain affordability firmly at the top of their requirements.
TTx gave us a sales experience that made us believe they were genuinely interested in supporting our business needs. The personal approach of TTx seemed more lucrative than a larger conglomerate, with ShoreTel as only a very small fraction of TTx’s overall offering.– John Moses, Enterprise Infrastructure Director at Equity Trust
The Solution
Equity Trust explored the options of both a Cisco hosted and on-premise solution, as well as an Avaya option, before ultimately landing on the decision to choose ShoreTel as a Service with TTx as their new technology partner. The solution they chose included: a fully deployed ShoreTel Phone system, ShoreTel Enterprise Contact Center with Salesforce.com integration. Equity Trust Supervisors also required advanced call documentation applications which is why TTx deployed Uptivity call recording, screen recording, speech analytics, and workforce management along with this all-in voice platform solution as a Service
DELIVERING PARTNERSHIP
DELIVERING FUNCTIONALITY
DELIVERING AFFORDABILITY
We know every problem is unique. The reason we chose to highlight this case study is because at TTx, we have the opportunity to see the trends in technology significantly helping organizations like yours every day. We have the visibility to the leading edge, and we want to help facilitate a knowledge share through the industry. If you any have questions whatsoever, we’d be happy to help.– Brandon Kenney, COO at TTx
The Outcome
The challenges at hand were matched with solutions from ShoreTel and TTx, and positioned Equity Trust to be better equipped to handle on the fly, optimized management of their call center operations.
PARTNERING FOR SUCCESS
OPTIMIZED FOR FUNCTIONALITY
EXPERIENCING THE AFFORDABLE
Summary
Equity Trust found confidence in TTx as their technology partner to deliver a solution without making compromises or sacrifices to their greatest desires as a company. They found alignment and reliability in the functionality along with a newly established relationship with a telecommunications firm that puts people first.

