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Gloucestershire College Case Study

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Case Studies

Gloucestershire College enhance their Student Services with a Mitel Connect Contact Centre solution, in record time

Gloucestershire College

Background

Gloucestershire College is a modern, wellequipped college with a thriving community of UK and international students. They offer a range of education and training programmes for school leavers and mature students. There are three campus sites, in Cheltenham, Gloucester and the Forest of Dean. The Student Services centres are open for enquiries between 8.30am and 5.00pm, Monday to Friday.

The challenge

Gloucestershire College had two disparate legacy systems: a Cisco IP platform, providing IP telephony at all of their sites and the main Student Services function, running on a Virgin inbound hosted portal. The Cisco and Virgin technology was not compatible and the Cisco platform was becoming time-consuming logistically and add-ons were expensive to procure.

With limited integration options, when an inbound call came in to Student Services and the operative transferred a call, the initial agent’s line remained open for the duration of the transferred call, so they couldn’t log in or log out.

There were also reporting issues as it was never clear when a call was started and when it ended.

A reliable, flexible telephony solution

Gloucestershire College required a more intuitive, integrated communications solution, with efficient queueing and call handling functions, as well as more functionality and better reliability. However, with recent Government cuts in Education Services, technology budgets were tightening and the pressure increasing. The college was not averse to a capital investment but no longer wanted to pay ongoing rental fees.

“THE MAIN CALL HANDLERS ARE THE STUDENT SERVICES TEAM, AND THEY WERE VERY EXCITED AT THE PROSPECT OF USING SHORETEL’S TECHNOLOGY. BLACKSTAR’S ENGINEERS WERE VERY HELPFUL AND PROACTIVE AND THEY HAD A COMPREHENSIVE UNDERSTANDING OF WHAT GLOUCESTERSHIRE COLLEGE WAS TRYING TO ACHIEVE FROM THE START.”

Shane Elliot,
Network Manager for Gloucestershire College

The college turned to Blackstar Solutions who proposed Mitel’s Connect solution.

The feature-rich functionality was an attractive option so they decided to deploy Mitel Connect and the Enterprise Contact Centre technology to handle queued calls within Student Services.

The main challenge was that Gloucestershire College needed it deployed very quickly. They met with Blackstar Solutions in June 2016 and asked them to develop and migrate a platform for the start of the summer enrolment period.

The Mitel Connect telephony solution and ECC were up and running by July 2016, in only four weeks, from the point of order to go live. It was an impressive turnaround which was project managed quickly and seamlessly by Blackstar.

“THE STAFF WERE HAPPY USING SHORETEL TECHNOLOGY FROM THE OUTSET. THE ONLY THING I REGRET IS THAT WE DIDN’T DO IT SOONER! SHORETEL AND BLACKSTAR SOLUTIONS ARE VERY RESPONSIVE AND I WOULD HIGHLY RECOMMEND THEM”

Shane Elliot,
Network Manager for Gloucestershire College

Mitel Connect and ECC technology fit the bill

The Mitel solution enables the contact centre technology to fully integrate with the legacy Cisco platform. The Student Services team are using the Mitel Connect UC Client, allowing for faster and more efficient communications between staff and students. Blackstar Solutions provided staff training on the new Connect system and contact centre solution, which was very well-received. Blackstar Solutions now provide a full remote and on-site support package for the Mitel system and help The College maximise their investment through regular performance reviews.

“THE SHORETEL CONNECT PLATFORM PROVIDES EASE OF MANAGEMENT AND OFFERS GLOUCESTERSHIRE COLLEGE PEACE OF MIND, KNOWING THAT THEIR STUDENT SERVICES COMMUNICATIONS FUNCTION IS EFFICIENT AND RELIABLE. WE ARE VERY PLEASED THAT THEY HAVE CONFIDENCE IN OUR SUPPORT SERVICES, AND THAT THEY PLAN TO DEPLOY FURTHER SHORETEL SOLUTIONS IN THE FUTURE.”

Simon Edwards,
Blackstar Solutions

Future Plans

The college are particularly keen to implement Mitel in their IT Service Desk which is currently using Cisco hunt groups to create some routing functionality. Mitel technology would give instant switching and better communication flow.

Gloucestershire College are also looking into a new Admissions system, so are in discussions with Blackstar Solutions about integrating it with their CRM function. The advantage with Mitel technology is that it can be easily integrated into Gloucestershire College’s cloud-based CRM system, enabling them to leverage the systems they currently have in a better way.

CHALLENGE:

Gloucestershire College had two legacy telephone systems in place which were incompatible. This resulted in customer service issues, especially in July and August when exam results came out and prospective students needed to enquire about enrolment.

SOLUTION:

  • Mitel Connect on-premise telephony platform
  • Mitel Enterprise Contact Centre (ECC) technology

BENEFITS:

  • IP integration from a reliable, flexible and intuitive communications platform
  • Enhanced functionality, allowing for more efficient call handling
  • Excellent resilience, maximising uptime and scalability
  • Quick deployment and simple to use, with limited training required

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