Is your contact centre showing its age and possibly security vulnerabilities?
See how the University of Wollongong (UOW) replaced its on-premises student service contact centre with cloud-based Contact Centre Solution by Kytec.
The previous system had limited functionality, but the new Cisco-based contact centre solution from Kytec allows the university to engage more effectively with current students, prospective students and the broader community.
Download the case study to see how:
- UOW must deal with a high volume of inbound inquiries, many of which are complex issues that need to be resolved.
- Their previous on-premises contact centre required ongoing upgrades and management overhead and had been customised to a high level of complexity which was causing problems.
- UOW engaged Kytec to deploy and manage Webex Contact Centre, by Cisco, which is a fully scalable, multi-channel cloud solution.
- A Webex chat group or ‘space’ has been set up between the UOW contact centre staff, the UOW IT team and Kytec so any issues can be resolved quickly and corroborated by other team members.
The Webex contact centre platform is critical for the successful operation of the university as it is the primary point of engagement between the university and students.
“I’ve done a lot of system roll outs over my career and I’ve never seen such a smooth implementation” – Manager Service Operations, University of Wollongong
Download the case study now!
