News : Oxford Brookes University Deploys Solution from Intelecom
Intelecom, a provider of cloud-based contact centre solutions, announces that Oxford Brookes University has deployed Connect to support the institution’s IT Service Desk and provide a vital Information Service to students and staff. Just one year after successfully installing Intelecom, the Oxford Brookes Information Solutions (OBIS) department has transformed its Service Desk, creating a reliable framework that boosts customer satisfaction and gives managers the hard evidence they need to make important service improvements.
OBIS has a dedicated Service Desk that responds to all IT and AV-related enquiries from students and staff located across the university’s five campuses – Headington, Wheatley, Harcourt Hill, Marston Road and Ferndale. The OBIS Service Desk set out to replace its original telephony system with a more sophisticated solution to handle thousands of calls a month and to provide an improved service to users.
Should the University network go down or there is adverse weather problems that prevent travel into the campus, staff can simply log onto Intelecom from home, using their mobile telephones, without any interruption to the service experienced by users.
The Service Desk now has different routing options helping to prioritise calls and provide a tailored response to users. For example, lecturers who suddenly develop IT problems or difficulties with Audio Visual Systems in the middle of a lecture can fast-track to an emergency call-out by pressing 1 on their telephone. Should users wish to speak to someone on their own campus, pressing another button puts them through to staff with the knowledge and skills necessary to solve local IT issues.
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Intelecom is a provider of contact management solutions with 16 years’ experience and one of the first to develop a cloud-based contact centre. Connect from Intelecom can be adapted to accommodate one to several thousand concurrent agents using any device, in any location and integrates with multiple applications. Connect is completely multichannel - agents can respond to Phone, Email, Chat, Social Media and SMS enquiries all within the one application.
Published: Thursday, November 21, 2013