The Customer
The Scottish Qualifications Authority (SQA) are the executive non-departmental public body of the Scottish Government responsible for accrediting educational awards.
The Challenge
SQA 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 an Avaya back office and Avaya Contact Centre Elite inside the Exchange Communications in-house server.
Key Results / Benefits
Exchange Communications successfully implemented the new Avaya Telephony contact centre solution which provides the following benefits:
- Improved technology by creating a telephone enterprise solution with a single point of administration.
- Transforms the way SQA 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.
- Enhancescustomer service experience
- Enablesbetter visibility of contacts and aiding reporting
- Supports working from any device, anywhere, and at any time.
- Smooth and Seamless transition to new contact centre solution