Case Study:
University of Hull Case Study
The education sector is facing new challenges. As the world evolves and tuition fees increase, students expect to benefit from the best educational experiences, with access to the newest tools and tech available. In order to keep student satisfaction high and stand out in this competitive sector, universities constantly need to adapt. They also need modern and efficient infrastructures, tools and services.
Information
The education sector is facing new challenges. As the world evolves and tuition fees increase, students expect to benefit from the best educational experiences, with access to the newest tools and tech available. In order to keep student satisfaction high and stand out in this competitive sector, universities constantly need to adapt. They also need modern and efficient infrastructures, tools and services.
We worked with C3 for a long time and always found the team to be hands-on, friendly and helpful. Their technology is easy to use and allowed us to control our call services at a very granular level, ensuring that call flow was managed in the most effective way possible.
Sally Campbell - University of Hull
The Wish List
Like many other universities, the University of Hull deals with a large number of young customers. To best meet customer expectations, the University of Hull needed to adapt to modern expectations.
This new generation of students has always known the Internet. They expect smooth communication with their university using a variety of different platforms: email, social media, SMS, etc. Students are used to instantaneous communication and expect this from their universities; simple telephony systems are no longer enough.
For faster, easier and more modern communication, the University of Hull decided to work with C3. We provided a flexible messaging platform that streamlined inbound calls and managed call flows. We built the University of Hull a robust and unifi ed communications platform, with several key features such as integrated voicemail and intuitive IVR script functionality. This bespoke platform allowed for the in-house development and management of automated call services.
The Solution
The University of Hull, formerly The University College Hull, was founded in 1927, making it the 14th oldest university in England. With over 16,000 students and 2,500 full-time staff, the University of Hull strives to provide their students and staff with the most innovative tools and technology. To this end, the university is committed to investing in the ongoing modernisation of its infrastructure and technology.
We worked with the University of Hull to build a new centralised platform to facilitate communication, while simultaneously making their infrastructure faster and more intuitive. At C3, we’re pleased to have over two decades of experience in the university sector. We have a long history of conducting unified communications installations at sites across the country. Our long history of working with universities means we understand how they work, the challenges they face, and how our products can help deliver innovative communications solutions to enhance performance while remaining cost-effective.
At C3, we are aware of the challenges universities face trying to meet their students’ needs. To address the requirement for swift and versatile communications, C3 has developed the Apcentia platform. This is a converged platform that supports multiple communication channels, including voice, web and text, and presents them to agents through one single interface.
Our solutions are consciously built and are tailored to meet the specific needs of our clients. Our Apcentia platform proved to be the ideal solution for the University of Hull, providing enhanced performance and optimal accessibility. Our Apcentia platform supports both TDM and SIP, allowing the university to provide its users with a cutting-edge solution, regardless of IP migration schedule or core network supplier. Our platform also offers a wide range of capabilities including unified messaging, audio conferencing, voice dialing, IVR scripting and more.
Benefits
With the university’s requirements in mind we worked with an application-centric approach to develop a unique yet affordable solution. Our support and API (Application Programming Interface) help us improve and customise our solutions to meet the changing needs of universities.
Thanks to our Apcentia Platform, the University of Hull has successfully managed its inbound calls for over two decades.
Sally Campbell, University of Hull Assistant Director of Services and Administration stated: “We worked with C3 for a long time and always found the team to be hands-on, friendly and helpful. Their technology is easy to use and allowed us to control our call services at a very granular level, ensuring that call flow was managed in the most effective way possible.”
The solution, which integrates with most third-party CRM systems, gave the university complete control over their communication management. Our software streamlines potential peaks in activity across multiple channels and enables agents to respond to enquiries quickly and systematically. It helped staff at the University of Hull communicate more efficiently, while minimising their stress and maximising their performance.
This same solution has also proven to be incredibly effective at Cambridge and Oxford, Sheffield Hallam, the University of Central Lancashire and many more. We have extensive experience in and knowledge of the education sector, so do not hesitate to contact us. We will be happy to create a bespoke solution to the specific challenges your organisation faces.
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