LINK Development creates new call centre for UAE Ministry of Education
Microsoft-based call centre will provide services to students, parents and ministry staff
LINK Development has delivered a two part call centre for the UAE Ministry of Education, which will provide services to students and parents, and for employees of the Ministry.
The call center, which is based on Microsoft technologies, comprises an Automated Voice Service (AVS) system and Call Centre services.
The new Automated Voice Services is built on Microsoft LYNC Server 2012 unified communications architecture. Through the platform students will be able to register online and access services such as academic performance updates. Students and parents will also be able to get important details such as school location, phone numbers and contacts, enrollment programs and Ministry information. The Automated Voice Services will be integrated with the Ministry's systems to offer Call Center services via Interactive Voice Response (IVR) in both English and Arabic on a 24/7 basis.
The Call Center Services, on the other hand, will provide call centre agents with a Customer Management Relationship solution based on Microsoft Dynamics CRM and a Voice solution powered by LYNC Server 2013. Through fully integrating the LYNC server with Dynamics CRM the solution will enable call centre agents to work seamlessly between LYNC and CRM solutions, cutting down on the time it takes to find the correct information and respond to incoming requests and inquiries hence maximizing their efficiency, productivity and improving customer satisfaction. In addition, call centre supervisors will be able to track all activities through monitoring screens and call recordings to ensure the services are constantly delivered according to the high level of quality the Ministry is always seeking to offer to its clients.
The first phase of the project will focus on delivering services to students and parents, while the second phase will enable ministry employees to use voice services to request documents such as HR letters, pay slips and so on.
"The service enhancements we are delivering for the UAE Ministry of Education's Call Center are part of an ongoing partnership aimed at establishing optimal communication lines between the Ministry and the public. Using leading Microsoft technologies and our integration capabilities we have equipped the call centre with elements vital to clear, secure and timely interaction with students, parents and employees," said Mohamed Abd El-Aziz, UAE Sales Manager, LINK Development.