July 24, 2006
Aastra Intecom Responds to Unique Needs of Higher Education Contact Centers
By Susan J. Campbell, TMCnet Contributing Editor
Aastra Intecom, a provider of mission critical contact center and enterprise IP communications for distributed entities, has announced the availability of CVCC for Education. The new Aastra Intecom solution is a hosted Contact Center solution designed to meet the unique needs of colleges and universities.
In order to deliver a solution developed specifically for higher education requirements, Aastra Intecom leveraged its deep industry expertise and the capabilities of its Centergy Virtual Contact Center product. Unique to the educational contact center environment is the widely fluctuating call volumes throughout the year which differs greatly from the steady stream normally enjoyed by those in the commercial environment.
Because of this variance in volume, the educational contact center field demanded a solution that could handle the fluctuations as demand varies greatly by department across academic terms and time of day. Causing each department to have a few days or weeks with peak demand includes factors such as registration, special event ticket sales, fund-raising campaigns, and end of term financial issues. The rest of the term, these same departments can experience very low demand.
Hugh Scholaert, President of Aastra Intecom, noted that the company has over 25 years experience working with major colleges and universities. Aastra listens to its customers’ frustrations with commercial contact center offerings and are excited to deliver a solution designed for their unique needs. In addition, educational clients will enjoy the added value of a service that requires no incremental hardware, software or infrastructure investment.
By utilizing CVCC for Education, clients will be provided the flexibility to:
· Seamlessly allow multiple departments to handle widely varying call volumes efficiently;
· Promote continuous improvement through the measuring and management of service performance;
· Use intuitive, easy-to-learn tools to quickly deploy agents;
· Support ad hoc scaling of resources through temporary licenses.
The educational sector has always been one that experienced extreme highs and lows due to the seasonality of the terms. Add that to the fact that many of these institutions rely on state and/or privately donated funds in order to operate and administrations face challenges not found in commercial environments.
Aastra Intecom has done well to recognize that the educational market presents unique needs and challenges and by responding to these elements, has created a comfortable market niche for itself. The offering of the CVCC for Education will also facilitate in the positioning of the company as one who listens to the needs of its clients and responds accordingly.
Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page