Education Success Story | ESPM

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ESPM case study

Unify’s OpenScape Enterprise optimizes work and life balance at ESPM

Looking to better coordinate regional facilities and provide students easy accesses to academic resources ESPM choose OpenScape Enterprise to provide a complete package of unified communications along with a contact center to better serve the student community.

Task

Founded in 1951, ESPM is one of the Brazilian benchmarks in academic education, with campus locations in São Paulo, Rio de Janeiro and Porto Alegre. With approximately 1,100 analog telephone users and, four call centers locations the communications network was not working as efficiently as possible.

ESPM recognized the need for change and thus arose the idea for redesigning the telephone network in order to enhance communications between campuses and streamline the services provided to the students by the call center. Other objectives were providing campuses with unified communications and reducing network infrastructure costs.

Unify submitted the best Unified Communication (UC) proposal for a full migration from the legacy telephony system and contact centers, to a modern UC solution based on the latest communications technology. OpenScape Enterprise is designed for an all IP and data center deployment – truly harmonizing the communication needs of ESPM.

The OpenScape Enterprise solution deployment began in October 2013 and was divided into three phases. The telephony system migration was started first, the call center and data center unification followed and were completed in May of the following year.

Solution

  • OpenScape Voice - duplex operation for carrier grade reliability
  • OpenScape UC
  • OpenScape Mobile (OSMO)
  • OpenScape Xpressions (Unified Messaging)
  • OpenScape Session Border Controller (SIP Trunking and security)
  • OpenScape Contact Center

Benefits

The Unify portfolio improved ESPM's communication system. The key benefits include:

  • Continuous system update - there were no interruptions to ESPM services during the OpenScape Enterprise Deployment
  • Optimized contact centers
  • Mobility - ESPM executives can access emails, SMS, voice calls and messages from a single Unify application


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