Brandeis University Consolidates Campus Communications onto Zoom Platform
Brandeis University in Massachusetts has significantly consolidated its campus communication systems onto the Zoom platform. This move includes integrating video meetings, phone services (Zoom Phone), and the IT contact center. The university has also deployed Zoom Virtual Agent for its help desk, providing 24-hour support for tier-one queries, and is piloting Zoom Video Management with the aim of retiring two other video platforms. Eli Jacobson, Senior Associate Director of Network Communications and Digital Media at Brandeis, stated that the decision to unify these services on a single platform was driven by more than just cost savings. It also addresses the issue of technical debt accumulated from managing multiple overlapping systems and reduces the management burden on a smaller IT team. The client services team, which previously managed Zoom, has now taken on the entire Zoom unified communications environment, including the phone system and Zoom Contact Center, and has trained its staff accordingly.
