Enghouse Interactive Case Study. Logo -Willamette Educational Services District

Solutions used

  • Arc Pro for Cisco

Improved Caller Service and Operator Productivity

With over 9,000 telephone calls a day hitting Willamette Educational Services District’s (WESD)  switchboard, the organisation’s 3 telephone operators were struggling to provide a consistent, efficient service.

WESD selected Arc operator consoles from Enghouse Interactive and saw an immediate and dramatic improvement in call resolution rates. Calls are being processed faster and call-waiting time has been reduced.

Background

Willamette Educational Services District currently serves 21 school districts and operates as the administrative agent for more than 40 state and federal projects throughout Marion, Polk and Yamhill counties, as well as other districts throughout Oregon.

The organization receives over 9,000 telephone calls a day which are handled by 3 telephone operators who were struggling to provide a consistent, efficient service to the districts and WESD’s 900 staff.

Following the upgrade of WESD’s Cisco telephony system, the legacy operator system was replaced with Cisco Attendant Consoles. However, it quickly became clear that the operators required more functionality than the consoles could provide in order to reduce wait times and improve service.

WESD is committed to providing exceptional service to all callers, so the improvement of its switchboard systems was designated as a priority when a subsequent upgrade to the Cisco Call Manager provided them with the opportunity to re-examine their call handling solution. The necessity for change was further compounded when Cisco announced end-of life for the Cisco Attendant Console. Therefore, to ensure future compatibility and capability, WESD required a future-proofed, feature rich operator console solution with proven pedigree on Cisco systems.

Solution

With the operators being the first point of contact for callers, a professional impression and quick, successful completion of call enquiries was required. WESD selected Arc consoles from Enghouse Interactive for their extensive functionality and integration with Cisco Unified Communications platforms.

Two consoles were deployed at the organisation’s main office and a third at a separate site. All calls to and within the organisation across all its sites are handled at these two sites.

Results

The new Arc consoles provide increased caller and recipient visibility enabling operators to answer calls as if they are based locally and to re-route calls correctly, providing a more efficient service.

Crucial to WESD, the Arc consoles provide an up-to-date directory that is linked with their corporate directory, so that operators can quickly search for contacts across all sites to quickly and accurately transfer calls within the organisation.

A presence icon is displayed next to each contact in the console directory indicating the status of the extension so the operator can see if the person is busy or able to take the call.

The Arc directory also enables operators to locate alternative contacts when the primary one is unavailable, a capability that the old consoles could not provide which resulted in calls being sent to voicemail or even extensions that were out of use.

“We were immediately impressed with the functionality of the Arc consoles which exceeded those of our legacy system by some margin,” explains Scott Voll, Voice / Network Operations Supervisor, at WESD “Since we deployed Arc consoles there has been a dramatic improvement in the number of callers being put through to the right contacts, first time. As a result, calls are being processed faster and call-waiting time has been reduced – which is great both for our customers and our receptionists.”

Another favoured feature is Arc’s powerful queuing engine which enables calls to be organised and prioritised, improving operator productivity and customer service. This queuing functionality has been further enhanced following a recent upgrade to the latest version of Arc Premium console which has also introduced new features and benefits inherent to the 8.0 versions of Cisco UC applications.

“Arc has exceeded our expectations for an attendant console and we have been extremely impressed with the solution and support that Enghouse Interactive has provided,” enthuses Scott. “The Enghouse team really stepped up to the plate in supporting our upgrade efforts, which ultimately enabled us to upgrade our entire voice-system to the latest and greatest versions.”

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