Contact Centre Project

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Overview

The Contact Centre Project is an initiative of the Digital Acceleration (DX) Program that includes strategies to strengthen Western’s core technologies and practices and add to our capacity and capability. The Executive Sponsor is Darren Greentree (Vice-President, Finance and Chief Financial Officer), and the Initiative Lead Dr Scott Snyder (Chief Information and Digital Officer)

The Contact Centre project commenced with the purpose to modernise our core telephony product and invest in a true omni-channel product, enabling our businesses to offer and support multiple channels of interactions and seamless transitioning between them.

Following a rigorous tender process, we selected a product called Genesys Cloud CX and are partnering with Nexon as our delivery partner. This partnership encompasses ongoing technical and project support that is consistent and will assist in driving business performance.

Genesys Cloud CX

Genesys is an intuitive and seamless system that unifies customer and agent experiences across phone, email, chat, text, and social channels. The Genesys Cloud CX digital license offers maximum speed and efficiency in digital customer communication. The agent workspace enables agents to perform several tasks across all interactions with a simple, transparent view of multiple customer engagements.

Rollout

With several Contact Centres across the University, we are taking a staged rollout over 2023 to ensure a seamless transition for the teams involved. The rollout looks to be expanding into 2024 with demand and interest from centres increasing.

Phase 1 - This initial phase concentrated on migrating user group channels from our end-of-life product Q-Master to Genesys Cloud CX. Primarily focusing on Voice (phone), Email and Outbound campaigns (Voice and SMS). We also introduced a dedicated 2-way SMS channel for specific user groups meeting students where they like to communicate.

Phase 2 - Commencing in Q3 2023 we are scaling the product to include Surveys, Web Messaging, WhatsApp as well as exploring some new functionality with  knowledge bots and more

Frequently Asked Questions (FAQs)

As the project develops, we will update our frequently asked questions along the way.

Why are we calling it a Contact Centre Project and not a Call Centre?

Not only will the technology be new, the approach and thinking around how Western interacts with our 'customers' will be too.

Contact Centres typically include one or more call centres but may also have other types of customer contact channels, including emails, webchats and social media interactions. We are shifting focus away from calls, expanding our channels to meet students where they are, and engaging with students in ways they are most comfortable with.

What contact centres are being rolled out over 2023?

There are a number of Contact Centres across Western Sydney University. In no particular order of rollout, we will be looking at:

  • Student Services Hub (SSH)
  • Western Success
  • ITDS
  • Library
  • Student Wellbeing
  • Student Completions
  • International
  • Human Resources
  • Student Experience Administration and Enquiries
  • Clinical Placements (SoNM) Team
  • As well as  teams that previously used QMaster but no longer utilise the platform

What are the expected timelines for the Project?

Phase 1 - Commencing with the first roll-out implementation on 31st January, the first phase of the project will primarily focus on "lifting and shifting" the existing telephony and email users from QMaster to Genesys CX Cloud. Where possible we will look for opportunities to address improvements in communication such as 2-Way SMS which allows us to manage enquiries inbound/outbound in a modern and proactive manner. We will also look at merging several telephony IVR's into a single model making it easier than ever for callers to select the right option the first time!

Phase 2 -  This phase will be focused on unifying our chat platforms to Genesys where an agent can manage multiple channels in a single vie. In addition, we will be looking at utilising our customer feedback via Post Call/Email/Chat Surveys, switching on the analysis tools within the platform to measure sentiment on interactions, and exploring some other technical features to enable agents to access information related to their inquiries much easier!

What are the benefits of Genesys Cloud CX?

Upgrading from our old friend QMaster to Genesys Cloud CX will benefit the University as a whole. It will undoubtedly:

  • Improve the customer experience.
  • Improve the employee experience.
  • Help us to level up our technology and set us up for the future.
  • It will help us improve our reputation by being able to deliver service excellence.