The Customer
The Student Awards Agency Scotland (SAAS) is an Executive Agency of the Scottish Government, and help higher education students find the right information, support, and funding.
The Challenge
SAAS wanted to move away from their existing Mitel on-premise system, to a private cloud back-office with contact centre solution.
Implementation
Exchange Communications implemented a Avaya telephony and Content Guru contact centre solution CCASS.
The cloud-based CCASSS solution has no requirement for additional applications to be installed on SAAS networks, no servers or powered consumables, supporting employees to work continuously, enabling them to log into from any device, anywhere, and at any time.
Key Results / Benefits
Exchange Communications successfully implemented the new connectivity which provides the following benefits.
- Improved technology by creating a telephone enterprise solution with a single point of administration.
- Transforms the way SAAS conduct business by offering a seamless engagement experience for both customers and employees. Regardless of their locations, devices, or applications, users have telephony, messaging, conferencing, contact centre, video and unified communications.
- Redefined availability and security delivered through business communications applications on secure platforms that are as reliable and secure as traditional voice. High availability and security are about facilitating distributed IP technology to meet traditional voice expectations.
- Resilience capabilities, such as automatic fail-over, has helped prevent service disruption by enabling any site to function as a stand-alone system until network services are restored.
- Enhances customer service experience
- Enables better visibility of contacts and aiding reporting
- Supports working from any device, anywhere, and at any time.
- Smooth and Seamless transition to new CCASS solution