Vonage
Case Studies
Kingston University Enhances Student Relations with Vonage Contact Center
Overview
Kingston University Enhances Student Relations with Vonage Contact CenterVonage |
Cybersecurity & Privacy - Identity & Authentication Management Infrastructure as a Service (IaaS) - Backup & Recovery | |
Finance & Insurance Telecommunications | |
Personnel Tracking & Monitoring Smart Campus | |
System Integration Training | |
Operational Impact
The implementation of Vonage Contact Center has dramatically improved relations between the Debt Recovery team and students. Queries are now resolved more efficiently, and payments are taken with no delays. The system's call recording capability helps the team to resolve disputes or identify potential fraudulent activity relating to card payments. The system offers easy access to all calls so that they can be played back as needed. As a result, staff feel more empowered and confident in the way they engage with students on a daily basis. In addition, the team can now access interactive reports, so that team members are better able to forecast busy periods and call patterns, and can more efficiently allocate staff resources. The reporting and recording capabilities of Vonage Contact Center are also being used by Kingston University's management to monitor staff productivity, and identify gaps for further training. | |
Quantitative Benefit
The number of student complaints since the system's implementation has dropped by 80 percent. | |
Online payments have almost doubled since the implementation of Vonage Contact Center. | |
There’s been an overall increase of 40 percent in incoming payments. | |