Calls feature: a money-saving gem!
Since the start of the migration, calls made within Canada and the United States are free of charge. As per Michelle Beauchamp, Director, Student Recruitment, Admissions and Market development, her department will save a noticeable amount of money thanks to this feature since many of their calls are outside of Ottawa and to the United States.
Call-back feature: say goodbye to long call queues
Since the Service Desk migration to the new contact centre solution in August, they have had 231 call-back requests out of 3,993 calls. The call-back feature has been a great stress reliever for its clients, and by extension, the support agents. Callers can choose to have a call-back and do something else until their turn arrives. In addition, they callers keep their place in the queue, so they are not pushed back.
Note that callbacks are only activated when a threshold number of people are in the queue or when the estimated wait time exceeds 10 minutes.
Facts and Figures
-
Number of users migrated: 782
-
Number of users to migrate: 5,000 users
-
Number of faculties to migrate: 10
-
Number of services to migrate: 27
-
Number of emergency phones deployed: 59
In the last 30 days, over 16,000 external calls (inbound & outbound) were made through MS Teams.
Stay updated on the migration by consulting the Unified Communications deployment schedule. Also on the website are the dates for information sessions and training as well as self-help resources.