Complete OJEC process for replacement PBX/voice services for the main call centre at Cheltenham for accepting UK and International student enrolment enquiries and dealing with Universities across the UK.
CAS was awarded the project to assist UCAS through a formal process. This included:
- An options appraisal review for traditional, IT enabled and IP telephony options to meet the business and user requirements of UCAS
- Assistance through official OJEC notice publication and evaluation
- Production of the contractual and technical aspects of the Specification document issued to suppliers as part of the OJEC restricted procedure
- Development of evaluation criteria and evaluation of technical and costing elements for a new contact centre and telephony support services /applications including:
- Workforce management package
- Media gateway
- Voice Recording
- Agent screen capture
- Computer Telephony Integration (CTI)
- Management Information System (MIS)
- IP Telephony (VoIP)
- Auto attendant
- Inter-Active Voice Response
- Voice Mail
- Call Logging
The supplier was chosen for this project following a rigorous evaluation and site visits to reference sites.
Following a successful implementation, the "Clearing Period" in August (A- level results day) resulted in a record number of over 15,000 calls passing through the contact centre with the least number of aborted calls compared to previous clearing days.