Contact Centre Project

The Contact Centre Project will modernise ALL our call centres across Western. Based on our needs as a university, after a rigorous tender process, we selected a product called Genesys Cloud CX to replace our old QMaster system, being implemented in partnership with a company called Nexon. There will be a few phases, and we are working with all the contact centres across the University for a seamless rollout for all staff and students.

Genesys Cloud CX

The University is making our Contact Centres a priority by investing a lot of money into one of the premium products on the market: Genesys Cloud CX.

Genesys will be an intuitive and seamless system that unifies customer and agent experiences across phone, email, chat, text, and social channels. The platform will deliver faster, more thoughtful, and more personalised experiences.

By modernising our Contact Centre, Western is ensuring our future towards a more omnichannel experience. Not only will our customer service teams handle interactions from multiple channels in a way that allows customers to switch back and forth across channels seamlessly, but it will also make sure our technology remains scalable and adaptable to any situation and interaction.

The Rollout for 2023

With several Contact Centres across the University, we are taking a staged rollout over 2023 to ensure a seamless transition for the teams involved. Taking on the largest team, Student Services Hub, first off the rank, helped us determine how Genesys would best work within our environment. They went live with phones on 31 January 2023.

Go-Live Dates:

    Contact Centre

    Channel

    Phone

    Email

    2 Way SMS

    Student Services Hub (SSH)

    • Jan 2023

    ETA by 30/6/2023

    • March 2023

    Student Experience Administration and Enquiries (SEAE)

    • Feb 2023

    Western Success

    • Feb 2023

    • April 2023

    ITDS

    • April 2023

    International Admissions

    • April 2023

    Student Wellbeing

    • May 2023

    Clinical Placements

    • May 2023

    Human Resources

    ETA June 2023

    Library

    ETA July 2023

    DICQO Teams

    TBC

    		 

For further information, please see the Contact Centres being rolled out in our FAQs below.

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 Finance
  • Student Wellbeing
  • Graduations
  • International
  • Human Resources
  • Student Experience Administration and Enquiries
  • Clinic Team

What are the expected timelines for the Project?

Phase 1 - Commencing with the first roll-out implementation to be complete by 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 -  We look forward to sharing more information on further phases as they emerge and take shape

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.