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Geomant Lync contect center at Universities

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Information about Geomant Lync contect center at Universities
Education

Published on March 3, 2014

Author: GyrgyRozgonyi

Source: slideshare.net

Description

Geomant has deployed Lync based student information and study aid systems for universities in USA, UK, Australia and CEE in past two years.
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Geomant – Lync contact center in EDU

Geomant Introduction  12 Years – ISV & SI:  Unified Communications  Contact Centres  Telephony  Avaya & Microsoft  Indirect business model – through local SIs  100+ Employees, 500+ Projects  Portfolio of UC solutions for Avaya and Microsoft  Global Coverage:  EMEA, Americas, APAC

Lync based contact center

Contact Expert  First MS certified Lync contact center from Geomant  Uses Lync communication platform and UCMA components only  Full (server and client side) Lync integration  Reference customers  on 3 continents,  in 6 verticals

Integrated student admin/CRM application Activ e Ringi ng Passi ve Onlin e Wrap up ACW Previ ew Ring back Offlin e Custom (Busy) – ‘CE Available’ Custom (Busy) – ‘CE Break’ Custom (Busy) – ‘CE – Admin’ Custom (DND) – ‘CE – Conversation’ Built-in (Available) – ‘Online’

2013 - University of Ballarat  State University of Victoria, Australia  15 000 Students, 8 campuses  Inbound communication:  Student support,  Student auto information (IVR),  Information hotline  35 Lync agents

2010, 2013 - BKF     Budapest, Hungary Private Business School 7 000 students Outbound communication:  Student recruitment campaigns (since 2010)  Complete inbound administration (2013 onwards)  Student support,  IT Helpdesk,  Telephone, e-mail  Outbound services, IVR, Quality monitoring  25 Lync agents

2012 – Rose Hulman  Indiana, USA  Study aid services for 6 Universities  AskRose hotline  Inbound communication:      Student support, Study aid, Online tutoring Telephone, e-mail, web chat, Skype, Lync Quality monitoring  45 remote Lync agents

2012 - CPCC  Charlotte, N Carolina, USA  70 000 students  Inbound and outbound communication:       Student support, IT Helpdesk, Student recruitment Customer Service Telephone, e-mail Outbound services, IVR, Quality monitoring  90 Lync agents

High level architecture

Geomant ability and experience  Over 400 organisations worldwide are using one of Geomant‘s Microsoft software solutions every day.  Geomant is a Microsoft Gold Communications Partner.  Over 300 projects delivered.  Over 500 customers.  Over 15,000 hours of Microsoft UCMA development experience.  Geomant’s Contact Expert is one of the first contact centres tested and certified by Microsoft for Lync Server (ISV Qualified).  Geomant Contact Expert solution was part of the award winning Microsoft New Zealand UC Solution of the Year 2011  Geomant is one of the few Microsoft certified Premier Support Partners for Lync.  Growing worldwide community of Contact Expert on Lync customers.  Member of Microsoft Lync Technology Adopter Program.

Contacts György Rozgonyi Business Partner Geomant Enterprise Solutions GRozgonyi@Geomant.com GRozgonyi@Geomant.com products@geomant.com http://www.geomant.com

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