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    Baylor needed to transform and unify their communications systems.

    Campus Location:
    Waco, Texas
    $2 bil+
    Student Body Size
    Full-time staff

    The Solution

    Continuant carefully assessed Baylor’s needs and developed a solution that retained the value of its existing Nortel infrastructure while enhancing security and increasing efficiency. We integrated a fully-hosted session border controller (SBC) that tied in fifty analog gateways as part of an enterprise-wide transition to Microsoft Teams Calling. All analog devices — elevators, fire alarms, and security alarm systems — were connected and programmed for four-digit dialing on-campus through a new Microsoft Teams PBX.

    Our Adoption and Change Management team worked with Baylor Information Technology Services to support faculty and staff through the transition to Teams Phone. This solution has been cost-effective, time-saving, and the university has fully adapted to the new user experience.

    The Challenge

    In the competitive landscape of university services, Continuant helped Baylor University, a private Christian university and a nationally ranked Research 1 institution in Waco, Texas, seamlessly transform and unify their on campus communications system while preserving the functionality of legacy systems.

    Continuant provided reliable and secure support for Baylor’s Nortel CS1000 PBX system for many years. However, this aging platform became increasingly unstable and finding hardware to maintain its operation became increasingly difficult. We evaluated Microsoft’s Calling Plans consumption model as an alternative; however, the university had too many analog requirements and maintaining two separate PBX systems would be an unnecessary expense.

    Looking Ahead

    Since the deployment, Baylor has leveraged Continuant’s Extended Managed Services to proactively monitor the core pieces of the new Microsoft Teams Calls environment. 24/7 monitoring allows for the resolution of issues remotely to ensure Baylor faculty, staff, and students enjoy a seamless communications experience. Continuant also helped the university transition several call centers to a hosted cloud solution.

    By partnering with Continuant, colleges and universities can facilitate a smooth transition to unified communications solutions while showcasing the benefits this new technology brings to daily operations. This case study serves as a roadmap for others seeking this level of business transformation for their communications and collaboration environment.

    Key Takeaways

    • Enable the university to retain and utilize all analog devices alongside the new communications system.
    • Drive adoption through effective change management and education, reducing resistance to new technology.
    • Leverage the new technology for potential expansion of custom Teams-based classrooms.
    • Successful migration of call center functionality to a Five9 solution.
    • 24x7x365 remote incident management provided by Continuant’s Extended Managed Services, ensuring continuous uptime and reliability.


    Keeping Higher Ed Voice Environments Reliable for over 27 Years

    • Voted 2020 Microsoft Partner of the Year for Teams Calling and Meeting Rooms
    • Voted 2023 Microsoft Partner of the Year for Converged Communications
    • We save organizations hundreds of thousands of dollars each year
    • We’re available 24/7 with high-end, global support for years to come