1 The Connected Campus Ready for an academic revolution?
2 Imagine a future where learning is no longer confined within campus boundaries. Where outside courses co-exist with those from the host university. Where traditional onsite learning is augmented by immersive video communications, social collaboration and mobile technologies. Then imagine the positive impact on your students, staff and on the future of your institution of higher learning (IHL). It s nothing short of revolutionary. 1
3 Over a quarter billion students are due to enroll in institutions of higher learning (IHL) by Accommodating that volume of students means rethinking the traditional campus. Communications technologies have a major enabling role to play. It s starting to happen today. Many IHLs already embrace sophisticated communications technologies, such as mobility, video, cloud, wireless, social media, and unified communications in order to excel. This technology revolution is already improving the learning experience in IHLs across the world. Smartphones, Wi-Fi connectivity and free VoIP calls are now standard issue for students. Voice is no longer the preferred communications channel, replaced by texting, social media and even video. IHLs need to ensure the best information and communications technology infrastructure is available, not just for their staff, but also for students supporting communication anywhere, anytime on any device. Running a world-class IHL not only requires advanced infrastructure for the physical campus, but also the virtual campus that supports a rapidly growing cadre of distance learners. Millions of global students now earn their degrees completely online, paying top dollar. Others subscribe to free short courses. In fact, distance learners will soon outstrip the number of international students. Unify, a long-time leader in providing communications solutions to the education sector, has developed the concept of The Connected Campus to ensure connectivity in both the physical and virtual learning environments and to embrace seamless communications and collaboration throughout the knowledge ecosystem. The Connected Campus fundamentally transforms the way we work, teach and learn delivering operational excellence, unprecedented student and faculty engagement, and campus safety. The Connected Campus The Higher Education Solution Landscape Campus Management Student & Faculty Services Borderless Campus Campus Safety & Security Programs Management Faculty Management Student Lifecycle Registration Finance & Administration Outbound Campaign Management Inbound Enquiry Management Registration Seasons Workforce Optimization Virtual University Learning On Demand Mobile students Collaborative learning Emergency & Disaster Management Campus Notification & Alarm E911/NG911 Security & Enforcement 2
4 Customer Success Story Communications investment ensures competitive advantages for Jacob University, Bremen ggmbh. Unify delivered: Streamlined workflows by merging existing disparate communication channels Lower roaming costs for mobile employees Improved collaboration with multi-media communications tools and mobile applications Lowered total cost of ownership and investment protection Cost-effective and reliable communications infrastructure Campus Management & Communications Managing the campus, its business, and the population is becoming increasingly complex, due to several key trends: The Virtual University Distance or online education is growing at an exponential rate globally. However, IHLs must ensure that online students enjoy the same quality learning experience as their on-campus cohorts, adding complexity to the systems IHLs manage. Mobility Reflecting global trends, by 2016 nine out of 10 students in American IHLs will own a smartphone. These sophisticated mobile devices transfer the power of computing into the pockets of students. IHL data centers and networks need to provide ubiquitous network access to support these mobile devices. The Wireless Campus IHLs are embracing Wi-Fi everywhere to support the rapidly growing use of digital content and connectivity on campus. Providing quality solutions that can be easily integrated within existing infrastructure across campus is vital. The Collaborative Environment Technological advancements in collaborative learning are pushing the boundaries of traditional team-based learning. Students demand collaborative tools that allow them to amplify collective efforts, even when they are not physically together. Campus Management and Communications Circuit Empower student and staff to collaborate seamlessly with voice, video, chat, screen-share and file sharing from one easy-to-use app on any device. OpenScape Voice Provides campuses with carrier-grade voice, security and reliability, and the ability to integrate all your communications seamlessly. OpenScape UC Improve responsiveness by enabling everyone to be reached on their single published phone number from anywhere and on any device. Unify Solutions OpenScape Xpressions OpenScape Web Collaboration OpenScape Mobility OpenScape Contact Center Suite OpenScape Identity Lifecycle Assistant Gives you access to all your voice, , fax, and SMS messages through one application from anywhere. Easily and securely share your screen, a document or an application from desktops, smartphones and tablets. Students are everywhere, and so are Unify apps. Stay connected, collaborate, and use video while mobile. Deliver faster service to students and faculty and ensure speedy business recovery in the event of disaster. Simplifies user administration by automating the provisioning of campus staff and students into a Common Management Portal (CMP). 3
5 In the rush to accommodate this avalanche of new communications technologies it is easy to lose sight of the importance the human voice carries for campus communications. Voice is a critical component of campus communications, requiring a robust, redundant, secure infrastructure. Carrier-grade reliability, simplicity, affordability, and the power to scale to thousands of users is core to an IHL s operational excellence. There can be no compromise here: Quality is non-negotiable. Fortunately, price is. Users of voice telephony solutions from Unify report an average decrease in the total cost of ownership (TCO) by as much as 43 percent after transitioning to a modern voice infrastructure. And, with a single management system for all key network applications, they also lower their energy consumption and costs by up to 30 percent. IHLs also have to manage distributed teams across campuses, often divided into multiple locations. IHLs have the opportunity to embrace Unified Communications to unlock the untapped potential of these distributed teams. In a recent global study by Unify, 79 percent of respondents reported they frequently work in distributed teams. However, 4 in 10 users felt frustrated or overwhelmed by the complexity of disconnected communications technologies, and only about half of respondents experience success in establishing trust and maintaining fluid dialog among team members within today s new virtualized landscape. At the same time, most enterprises are still primarily relying on traditional tools phone calls, conference calls and to drive team collaboration among those who cannot communicate face-to-face. A huge untapped potential for richer conversations, productive dialog and information sharing clearly exists. Efficient communication requires multi-modal tools with high user acceptance achieved though ease of use. Unify OpenScape UC solution meets this criterion. Dr. Torge Schmidt, CTO Jacobs University, Bremen ggmbh The New Way To Work Transform the way you communicate on and off campus. In a world where innovative communications technologies promise a more fluid, productive way to work, the reality is that campuses are dealing with disparate communication technologies that don t interact well. We have hundreds of ways to connect, but none of the channels are truly connected systems don t talk to each other, each channel operates differently, and the sheer volume of communications is overwhelming. 4
6 All the while, education, work and and home lifestyles have permanently evolved to be intertwined and mobile. Add to that the barriers of physical distance and frustrated users and you re left with a pretty complex mess. Yet precisely because we have so many communication options, the opportunity to connect and flourish is better than ever. Unify s mission is to address these issues with communications and collaboration technology that simplifies the way we work and interact, through easy-to-use solutions that harmonize your enterprise, so that: Communications becomes more natural and accessible to everyone from any place, and on any device they choose. Devices and communications applications that offer a consistent, intuitive and joyful user experience be it desktop, laptop, smart phone, tablet, or appliances. Access and privacy is secure and credentials can be established organically and automatically, across all devices, networks and applications. Having anywhere access to people, knowledge and information is crucial to today s connected campus. Students demand collaboration tools that work the way they do intuitively, effortlessly, and with flexibility. When your communications and processes are seamlessly integrated, everyone benefits from a much richer experience. Student output and faculty productivity is increased; and campus operations and workflows are more streamlined. All of this leads to better business and academic performance, and competitive advantage. Student & Faculty Services IHLs must invest in making their delivery a science in order to ensure the best quality services. IHLs need to deliver student and faculty services seamlessly. These services include student enquiries, registration, financial aid, sports ticketing, and student emergencies. The IHL Contact Center is at the core of this service delivery. Inquiries and service requests are made through multiple channels phone, social media, and online. The idea is to ensure resolution on the first attempt. Imagine a connected campus where parents, students and the faculty easily (from any device, anywhere, at any time): Get answers to all their questions Gain easy access to registration and accommodation services Seamlessly place bookings for the use of university facilities Buy tickets for shows and games Make appointments with faculty members Perform bookstore transactions on the go Have ready access to campus safety and health services Get the latest updates on campus operations status following a disaster or emergency Have access to administrative, finance and HR services Enjoy 24x7 access to the IT helpdesk
7 The Connected Campus Solutions Student & Faculty Services Circuit OpenScape Contact Center Suite OpenScape Web Collaboration OpenScape Mobility Empower student and staff to collaborate seamlessly with voice, video, chat, screen-share and file sharing from one easy-to-use app on any device. Deliver student and faculty services, on premise or in the cloud and ensure speedy business and operational recovery in the event of disaster. Easily and seamlessly share your media securely from desktops, smartphones, and tablets. Don t just add mobile; be mobile. Enable faculty, students and employees to be as productive anywhere as they are on campus. Many campus services have seasonal patterns. The IHL must be ready to cater to the increased traffic during registration periods, for example. Adding to this complexity is the need to support a virtual, distributed population. The highly competitive nature of higher education drives the thousands of IHLs around the world to compete for the same pool of talent prospective students. This entails sophisticated and far-reaching marketing programs. Delivering such programs to a global audience is best done through the support of an efficient contact center, driving year-long campaigns, often executed through the web, that can be calibrated and measured for success. Most IHL contact centers have between 50 and 200 agents. Due to the fluctuating call traffic, it is also common for IHL call center agents to be doubling in other roles, especially during low seasons. Contact center solutions that are sophisticated yet agile enough to support seasonal scheduling and team pick-up requirements, without compromising First-call Resolution standards and campus safety and security requirements, are best suited for IHLs. Ensuring rapid return to normalcy following disasters or emergencies is essential for an IHL. A contact center, deployed in the cloud, along with the other applications that drive an IHL s business processes, is fundamental to business continuity. OpenScape Contact Center Suite is a comprehensive set of solutions including multichannel inbound, outbound, self-service, and workforce optimization applications that can be implemented on premise, in the cloud, or in a hybrid configuration. 6
8 This solution allows us to make our communications more efficient, as it removes the geographical boundaries that we had with traditional telephony, while at the same time we reduced our costs, as we don t need to invest in a double infrastructure. Francisco Cuesta, Jefe de la Unidad del Area de, Communicaciones del Servicio de Infromatica y Communicasiones, University of Huelva
9 The Borderless Campus Learning that has traditionally required physical attendance can now reach students virtually regardless of their location Conversely, IHLs can enable learning from the best minds no matter where they are physically located. Distance education is a win-win: It provides flexibility for the student and reduces costs for the institution. Massive Open Online Courses (MOOC) attract millions of students from around the world. IHLs offer many of these courses at no cost to the student. With just a mobile device or an Internet browser, people all over the world can now partake in continuous education regardless of age or educational background. To flourish in an increasingly competitive environment, educators need to costeffectively meet user demands for constant access to information. Unify can assist throughout the entire transformation process, helping to control costs, improve efficiencies in procurement and deliver a first-class borderless learning environment. The Borderless Campus The Connected Campus Solutions Circuit OpenScape Voice OpenScape UC OpenScape Xpressions OpenScape Web Collaboration OpenScape Mobility Empower student and staff to collaborate seamlessly with voice, video, chat, screen-share and file sharing from one easy-to-use app on any device Provides campuses with carrier-grade voice, security and reliability, and the ability to integrate all your communications seamlessly. Improve responsiveness by enabling everyone to be reached on their single published phone number from anywhere and on any device. Gives you access to all your voice, , fax, and SMS messages through one application from anywhere. Easily and seamlessly share your screen, a document or an application securely from desktops, smartphones and tablets. Students are everywhere, and so are Unify apps. Stay connected, collaborate, and use video while mobile. Customer Success Story University of Huelva, Spain expands reach to its 12,000 students and reduces total cost of ownership through OpenScape Unified Communications Unify delivered: Better support for events and campus activities on University premises Improved productivity for the University s 2,000 employees An ability to add Unified Communications with a very reasonable investment Better support for events and campus activities on University premises Improved productivity for the University s 2,000 employees OpenScape Video OpenScape Contact Center Suite OpenScape Exchange Video is the new conversation. Today, every campus can use video everywhere to drive more human interactions and vibrant conversations. Deliver faster service to students and faculty and ensure speedy business recovery in the event of disaster. Allows you to unify your multi-vendor PBX environment into a cohesive integrated network by leveraging it rather than replacing it, and reduces inter-site traffic costs by 30% or more. 8
10 Campus Safety & Security Customer Success Story Montgomery County Community College improved communications, campus safety and security to its 49,000 students Unify delivered: More than 80% of student calls are answered in the first 30 seconds Efficient routing of incoming calls to security, and college staff Quicker resolution of student issues, and improved student services Faster and more effective parent and student access to college information Providing a continuously safe and secure environment for tens of thousands of students and staff across a sprawling campus is a complex operation From securing valuable physical assets to assuring the health and well-being of the campus population, incident response must be timely, professional and coordinated. Often this involves multiple emergency teams from college administration and security to police, fire and ambulance services. Authorities must have the fastest, most reliable communications because in an emergency every second counts. The campus safety division must constantly identify, monitor and coordinate incident response. Assuring the smooth interaction between caller, call-taker and campus safety dispatcher is crucial. This requires fusing information from multiple sources to allow fast and accurate decision-making. Trying to handle high call volumes with conventional office telephony systems can pose challenges: Alignment with several separate sources on operational processes and legal compliance requirements is difficult Key personnel cannot always get through Vital calls might be missed Group calls can t take place. These problems slow the coordination efforts of response teams. Campus response teams often rely on radio transceivers. With the clock ticking, campus security teams must be able to switch between radio and voice calls quickly. Radio integration accelerates the exchange of vital information between key campus personnel and the appropriate emergency responders. Every minute saved reduces the risk to staff and students. OpenScape Xpert is a powerful software solution for dispatching that enables the campus security division to manage virtually unlimited calls in parallel on a telephone, rather than one call at a time. Dramatically different, OpenScape Xpert Dispatching Solution supports multi-line call handling and comes equipped with up to four handsets. Unlimited lines enable instant group calls to be held between multiple parties. Radio integration simplifies incident collaboration between emergency services and other support organizations. New and vital information can be shared with everyone dispersed on multiple lines by barging in and joining ongoing calls. As an event unfolds, the graphical display helps responders identify and prioritize incoming calls by importance, not sequence. Immediate access to key personnel is accelerated with speed-dials that can be sorted. For compliance purposes all calls can be monitored.
11 The Connected Campus Solutions Campus Safety & Security Circuit Empower student and staff to collaborate seamlessly with voice, video, chat, screen-share and file sharing from one easy-to-use app on any device. OpenScape Xpert A powerful multi-line call handling solution, it supports time critical, high pressure decision making processes in managing campus safety and security. OpenScape Contact Center Suite Deliver faster service to students and faculty and ensure speedy business recovery in the event of disaster. OpenScape UC Improve responsiveness by enabling everyone to be reached on their single published phone number from anywhere and on any device. OpenScape Web Collaboration Easily and seamlessly share your screen, a document or an application securely from desktops, smartphones and tablets. OpenScape Mobility Students are everywhere, and so are Unify apps. Stay connected, collaborate, and use video while mobile. From the outset, Unify proved that the OpenScape Portfolio would provide our staff and students with the rich user experience they are demanding. At the same time Unify demonstrated that it understood the education and commercial environment we operate in. Dr Darrell Sturley, Deputy CIO University of Oxford 10
12 Smart Campus Management OpenScape Identity Lifecycle Assistant (OSILA) is a smart management bridge between IT and Unified Communications systems, precisely designed for a seamless integration of UC solutions into existing IT landscapes. It keeps user and subscriber information in the UC environment up to date at all times and regularly synchronizes with the latest staff and student data embedded in existing user management processes. Thanks to open modules, and vendor independent system architecture, OSILA integrates into a wide range of both Unify and other open architecture systems. It can also be seamlessly integrated as a federated subsystem into an existing identity management solution and into a University s centralized authorization model and access policy. OSILA automates the provisioning processes of use and service requests between Connected Campus systems. With OSILA a university will reduce their operational expenses, accelerate administrative processes, improve internal services to staff and students, and reduce exposure to university security risks. Unify delivers a holistic, integrated approach for end-to-end Campus Management, Communications and Security, integrating physical and IT security by offering comprehensive solutions including: Smart Card and Identity Management Voice and Data Network Infrastructure Network Security Solutions Physical and Logical Access Consulting services and support
13 About Unify Unify is one of the world s leading communications software and services firms, providing integrated communications solutions for approximately 75 percent of the Fortune Global 500. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. unify.com Copyright Unify GmbH & Co. KG, 2015 Hofmannstr. 63, D Munich, Germany All rights reserved. The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.