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Miami, Florida-based Univision is the leading and largest Spanish-language media company in the United States. It owns and operates more than 50 TV as well as 70+ radio stations around the country, along with three TV/cable networks: Univision, Telefutura and Galavision. Future plans call for the addition of a new Spanish-language sports network and 24-hour news network. In addition to its Miami headquarters, Univision also has a strong presence in New York and Los Angeles.

The Challenge As the leading Spanish-language media company in the U.S., Univision reports on breaking news and events (such as World Cup soccer) all over the world. Delivering this coverage entails having employees travel to where the news is occurring and coordinating efforts via conference calls. Univision was having difficulty getting quality, consistent support for these efforts from its previous conferencing provider. In particular, those calling in from outside the U.S. had to use different phone numbers depending on their location, leading to a lot of confusion on which number to call, ultimately resulting in delayed or missed meetings. Incorporating video into HR training sessions was another challenge. Univision needed a provider that would listen to its concerns and provide solutions to the issues it was facing.

The InterCall Solution In December, 2010, Univision went live with InterCall’s Reservationless-Plus® conferencing with Global Network Access and InterCall Unified Meeting for all employees. The Global Network Access solution gives Univision employees a single toll-free number to call (and remember) in order to join conference calls from anywhere in the world, which has simplified the process greatly for users. With InterCall Unified Meeting, employees take advantage of combined audio and web conferencing solutions so they can control the call from the web interface, as well as share their desktops and slides without requiring participants to download any software. The HR department’s main objective is to include short videos in their online meetings, so they have rolled out Adobe Connect, which easily slips back and forth between desktop and video sharing. The business to business marketing department uses InterCall Streaming because it can deliver video broadcasts to thousands of people at once without the need to install software.

UNIVISION Achieving seamless international connectivity and communication.

”When InterCall came in, it blew our minds.”

Steve Lenz Director of Telecommunications Univision

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The biggest change for Univision, however, was the level of customer service InterCall is now providing. “We became a little used to the poor customer service with our old provider, so when InterCall came in, it blew our minds,” says Steve Lenz, director of telecommunications at Univision. “We now get responses to questions in minutes or hours instead of days or weeks. Most of our employees think our InterCall account executive is on my staff because she is so responsive and knows our platform inside and out.” Univision also likes the flexibility within the InterCall platform. Features and preferences, such as Quick Start (which allows conference participants to chat with one another before the moderator arrives) can be turned on and off at the department or group level rather than requiring a global decision across all users.

The Benefits Univision realized several benefits by moving to Global Network Access and InterCall Unified Meeting, including:

• A rate reduction of 40 percent

• Users only need to know one toll-free phone number to join a conference from anywhere in the world

• InterCall has helped drive use and adoption of conferencing; this has led to more collaboration, which makes Univision even more of a high-performance organization

• Much higher satisfaction with response times to questions and problems; users can make one call, know any issues will be resolved quickly