Campus Voice

As part of ITS’ Digital Campus strategy, the Campus Voice program will transition the current overly complex, limited-capability on-campus phone (also known as “voice”) infrastructure to a high-capability, FCC-compliant, cloud-based voice platform. The goal is to enable an agile remote working and teaching environment that will simplify operations and management, enhance reporting and improve availability within a secure and compliant environment.

Campus Voice consists of a transition to new tools for three functions— 1. a feature-rich platform (Zoom Phone), 2. enhanced emergency services (Zoom Phone) and 3. contact centers (Five9)—that will provide improved experiences for faculty and staff and the ability to better support our USC community.

What are the benefits of the new Campus Voice platforms?

  1. Telephony
    • Feature-rich Platform: Zoom Phone replaces USC’s costly legacy telephony and communications systems that have limited ability to support how our campuses operate today and in the future. The transition to Zoom Phone will deliver a highly available, forward-looking digital campus communication platform that encompasses phone, video and data services to support more than 20,000 faculty and staff.
    • Improved Customer Experience: Improved experience and satisfaction for faculty and staff through:
      • An easily customized or configured system without need to connect to a Virtual Private Network (VPN)
      • Viewable call history, statistics and recordings
      • Ability to transfer calls to different devices. This call-flip ability allows faculty and staff to move between mobile apps, desktop apps and desk-phones/cellphones by placing the call on hold and resuming the call from another device.
    • Cost Savings: The cost savings will allow USC to fund additional technology investments.
    • Efficient Operations: Improved provisioning and service delivery. Provides integration with other platforms (e.g., Slack, ServiceNow and Salesforce).
  2. Enhanced 911 (E911)
    • Dynamic Tracking: Zoom Phone provides the ability to dynamically track the location of faculty and staff as they move around USC’s campuses or to other locations to ensure their location is up-to-date in the event of an emergency. The Department of Public Safety (DPS) will now be notified of any 911 calls.
    • Compliance: Allows law enforcement to determine the exact location of 911 calls. This system ensures the university follows the FCC regulations of Kari’s Law and Ray Baum’s Act of 2018.
  3. Contact Centers
    • Feature-rich Platform: Five9 improves USC’s current contact center system that has limited ability to support how call centers operate today and in the future. This transition will deliver a feature-rich omnichannel platform to serve schools and administrative units.
    • Improved Customer Experience: Offers a single software to handle, track and manage all incoming and outgoing interactions including calls, chats, emails and social media. Supported on Windows, iPhone/iPad/Android, Mac and web-based with CRM integrations.

Who will benefit from Campus Voice?

Campus Voice will be integrated across USC schools and administrative units, with an expected impact of more than 20,000 faculty and staff and nearly 20 contact centers.

What is the status of Campus Voice?

The original plan for the implementation is 12 months, and every effort is being made to accelerate this timeline. The Zoom Phone transition began its pilot phase in April.

Who are Campus Voice sponsors and leaders?

  • Susan Tincher, Associate Chief Information Officer, Information Technology Services
  • Nilik Minassian, Director, Unified Communication & Collaboration, Information Technology Services

How do I learn more?

  • To learn more about Zoom Phone and E911, visit www.usc.edu/zoomphone.
  • To learn more about Five9 for contact centers, contact Luis Alvarez, senior communications infrastructure engineer, at luisalva@usc.edu.