At A Glance

During the clearing period, the University offers remaining spaces for their new academic year to students who have not yet obtained placement. This is Huddersfield’s busiest time of year, and they must be able to control all incoming calls. They needed a communications system to improve efficiency for student applicants and the admissions staff.

Goals

The University of Huddersfield wanted to manage its staffing better, improve workflows, and ensure students can take advantage of every educational opportunity. This required a communications solution that offered clear visibility and efficient reporting.

Results

The University of Huddersfield implemented the Unify OpenScape Contact Center with 50 agents. It has significantly improved call handling, and they’ve since started using it in many different departments with great success. The Contact Center allows the University to control incoming calls by placing them in queues and playing voice prompts to callers, making call routing more efficient.  

The main benefit of the Contact Center is the reporting. Team leaders can now display online reports to see what's happening. This enables team leaders to determine how many agents are required to handle call volume and adjust accordingly. All agents taking calls, along with the team leaders, can also see what’s happening. Now, everyone can manage their day and create more effective workflows. 

The Unify OpenScape Contact Center has empowered the University of Huddersfield to meet and exceed its goals.

I would say to anyone considering OpenScape, it's a good system. It’s easy to use, has a lot of functionality, and it’s robust and resilient.

- Anne-Marie Greenwood, TP Deployment and Telecoms Manager, University of Huddersfield

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