Queen Mary of London University Lead the Way in Enquiry Handling in Clearing

Mitel MiContact Centre Enables Home Working and Multiple Digital Channels

Surrey, 16th September – Queen Mary University of London led the way in enquiry handling during the frantically busy Clearing period using the Mitel MiContact Centre and INBOX solution from Britannic Technologies. Having the technology already in place Pre-COVID the university was prepared to handle the demands of lockdown and Clearing quickly and effectively.

Dr Rachel Bence, CIO, Queen Mary University of London commented, “Digital transformation is key at the university. Britannic Technologies upgraded our Mitel MiContact Centre to integrate with our CRM solution and augmented it with software to automate, prioritise and pre-qualify digital interactions. This enabled us to handle enquiries more efficiently and provided the capability to capture and interrogate data...

...as we had the foundations in place and we knew this year’s Clearing would be the busiest that we had ever seen, we were able to quickly deploy 430 contact centre agents working from home. We wanted to be able to offer more digital channels to potential students to enable them to communicate with us in the way that suits them best. We now have the ability to bring together social media channels such as Whatsapp, web chat, SMS and voice calls under one dashboard. This gives us the ability to queue these channels to our agents and present aggregated information.

Britannic really did go the extra mile in helping us get the system ready for Clearing and rose to the challenge to support us.”

The unified MiContact Centre solution made it straight-forward to set up home-working and easy to scale up and down when required. When the U-turn occurred regarding the A-Level results, the university was in a position to deploy the contact centre quickly to deal with the high volume of inbound and outbound enquiries generated.

“Queen Mary demonstrated that it is vital to implement technology in a strategic manner, with the latest digital omni-channel contact centre solution they had in place they had the flexibility to scale up and incorporate new technologies such as the INBOX solution, from Bizvu to improve customer service. Having the capabilities to act fast in a crisis reaped fantastic results from the team,” commented Jonathan Sharp, Director, Britannic Technologies.