- IT maintenance planned outages
- IT Service Desk
- Email and Related Services
- Western WiFi Wireless Network
- IT Contracts
- Telephones
- Computer Laboratories
- Australian Access Federation
- Service Improvements
- Staff Software Benefits
- COVID-19: ITDS Advice, Guides and Support
- Zoom
- PrintSmart
- Getting Connected: Off Campus
- Citrix
- Multi-Factor Authentication
- Return to Campus: Ready, Tech, Go
- Adobe Acrobat Sign
- Direct to Desk
- Grade Centre
- Contact Centre Project
- CloudStor Decommissioning
- SIGBOX
Contact Centre Project
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.
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 expanding our channels to meet students where they are, and engaging with students in ways they are most comfortable with.
Which contact centres are managing their communications on Genesys?
There are a number of Contact Centres across Western Sydney University. In no particular order of roll out, we will be looking at:
- Student Services Hub (including the team formally known as Student Experience Administration and Enquiries)
- Western Success
- ITDS Service Desk
- Library
- Student Wellbeing
- Student Completions
- International
- Human Resources
- SoNM Clinical Placements Team
- The College (Success Coach Program)
What are the expected timelines for the Project?
With several Contact Centres across the University, we are undertaking a staged roll out over 2023/2024 to ensure a seamless transition for the teams involved. As we progress there is increasing demand from our internal stakeholders to utilise the power of the platform to ana
Phase 1 (1H 2023) - 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). The introduction of 2-way SMS has allowed specific user groups to meet the growing needs for our University community, meeting students where they like to communicate and increasing read/response rates. Additionally, we focused on consolidating 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 (2H 2023) - This phase focused on unifying our web chat platforms to allow an improved student/staff experience when chatting with an area in the University, introducing a pilot for syncing knowledge on a chat platform to promote self-service, an addition of a WhatsApp channel for our international student recruitment and retention as well as customer feedback loops via surveys.
Phase 3 (2024) - Our current phase of work focuses on knowledge integration, analysis, and optimisation. The focus is on increasing the accessibility and measurement of student experience in particular.
- We will be scaling up from our initial knowledge roll-out in phase 2 specific to IT Service Desk support and broaden the scope to include both static and dynamic knowledge from several sources with built-in workflow directing chats based on search criteria, ensuring that inquiries are directed to the correct team for resolution.
- Our work around advanced speech analytics will allow teams to gain deeper insights into the conversation themes via topics and sentiment analysis on specific channels enabling them to take proactive measures in response to pain points and to measure success.
- Further work in this phase will focus on agent experience, improvements to the voice IVR, and optimisation of social and other channels.
What are the benefits of Genesys Cloud CX?
Genesys Cloud CX benefits include:
- Improved customer and agent experience.
- Future proof of our call centre technology utilising cloud agility.
- One solution, connecting with customers, managing relationships, and seeing trends using one simple platform.
- Empower employees with valuable real-time information to engage and resolve inquiries
- Customer orchestration - the art of coordinating customer experiences throughout an multichannel landscape, to better serve and support clients
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