News : University of Hull Selects Avaya to Innovate Telephony Environment
Guildford, UK March 23rd, 2016 – The University of Hull, a UK higher education provider, has entered into a 10-year strategic partnership with global business communications and collaboration company Avaya and its platinum business partner, BT. The partnership aims to help support staff and attract top students.
The first phase of the partnership is the deployment of an Avaya telephony and unified communications solution which will drive improved internal and external communications and reduce costs.
The IT department is replacing its Unify telephony system with an Avaya Aura solution for its contact centre. The new software will provide greater flexibility and enable the University to better manage peaks in call volumes, for example during clearing. Callers will receive an improved level of customer service as calls are answered more promptly and then passed to the correct departments more quickly, thanks to better routing capabilities.
Avaya’s Engagement Development Platform (EDP) will enable students to design their own communications-enabled business processes. Avaya will also be sponsoring activities around development of this.
The Avaya solution will be rolled out in three phases over the next eighteen months. The project will be implemented by Avaya partner BT.
"This partnership represents a step change in our University’s telephony service that will open up myriad opportunities to enhance our staff and student experience, while at the same time reducing cost. It is part of a £25m investment over five years that is transforming the provision and use of ICT at our University. John Hemingway, Director of ICT at the University of Hull
"Our experience of working with other education providers means that we understand the challenges that Hull University faces as well as the opportunity it had to improve the daily experience of all those involved with it. Modern communication and collaboration technology is fantastic foundation for digital transformation and when this project is complete Hull will be able to differentiate itself from competitors through the quality of its digital services it offers to staff and students alike." Steve Joyner, Head of Sales Engineering, Avaya EU
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Friday, March 25, 2016