Intelecom, a provider of cloud-based contact centre solutions, today announced that Oxford Brookes University has deployed Connect to support the institutions IT Service Desk and provide a vital Information Service to approximately 18,000 students and 2,500 staff.
Online PR News – 22-November-2013 – Oxford – Oxford, UK, November 22, 2013 - Intelecom, a provider of cloud-based contact centre solutions, today announced that Oxford Brookes University has deployed Connect to support the institutions IT Service Desk and provide a vital Information Service to approximately 18,000 students and 2,500 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 universitys five campuses Headington, Wheatley, Harcourt Hill, Marston Road and Ferndale. Providing IT for one of Oxfords largest employers, 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.
In the second half of 2012, the Service Desk evaluated several cloud-based solutions before selecting Intelecom primarily for ease of use and value for money. As one of the first developers of cloud-based contact centres Intelecom matched the institutions requirements perfectly.
Sue Austin, Service Desk Manager at Oxford Brookes University, commented, We had absolute confidence that Intelecom could deliver our users a secure and stable service from day one with the flexibility and scalability we needed to grow as a modern university well into the future. After a few sessions of training, we were able to plug in and see immediate benefits.
The switch-over to Intelecom Connect was faultless thanks to the latest cloud-based technology and intuitive nature of the solution. After turning off the old system one day the Service Desk was up and running with Connect the very next day without any glitches.
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.
Klaas van der Leest, managing director of Intelecom UK concluded, Universities everywhere have to compete fiercely to retain the most talented staff and attract the best students. Higher education establishments like Oxford Brookes rely on our services to provide a range of innovative solutions to professional standards, giving them a distinct competitive advantage. Our highly adaptable solution has quickly proved to be a valuable business tool that reflects the reputation of Oxford Brookes as a well-established university, always at the forefront of teaching and research.
About Oxford Brookes University
Set in a historic student city, Oxford Brookes is one of the UKs leading modern universities and enjoys an international reputation for teaching excellence and innovation as well as strong links with business and industry. The institution is also one of the largest employers in Oxford with around 2,500 staff.
Four major faculties business, humanities and social sciences, technology, design and environment and health and life sciences offer a variety of courses to over 18,000 students.
For further information, please visit www.brookes.ac.uk
Intelecom is a leading provider of contact centre solutions and with over 15 years experience, Intelecom was one of the first to develop a cloud based contact centre. This rich heritage makes Intelecom among the most experienced cloud contact centre application specialist today. Highly flexible and scalable Connect from Intelecom can be adapted to accommodate from one to several thousand concurrent agents using any device, in any location and integrates with multiple applications seamlessly.
Intelecom Connect is a complete, multichannel cloud contact centre solution. Its rich functionality is available in modular form which means customers specify the tools that are right for their business at any given time, safe in the knowledge that they only pay for what is used. The ability to build bespoke contact centre solutions sets Intelecom apart from the competition and makes Connect flexible, highly scalable and future proof. Connect is designed to meet developing business demands.
Connect is one of the few contact centre solutions that is completely multichannel. Connect agents can respond to phone, email, Chat, Social Media and SMS enquiries all within the one application.
Connect has a powerful administration portal known as Control which provides access to critical real-time information, bespoke detailed reporting and the ability to make live changes in the contact centre.
Today Intelecom serves over 2000 businesses in over 20 countries with total annual revenue which exceeds GBP 50 million.
For more information please visit www.intele.com or contact: Georgette James, Intelecom, T: +44 (0) 845 080 3070, E: firstname.lastname@example.org