Thursday 17th August 2017 saw UCAS, the UK’s higher education applications service, deploy cutting-edge storm® cloud contact centre technology in partnership with Vodafone, to handle over 16,000 student enquiries on England’s A-Level results day.
Every year UCAS has the responsibility for handling the enormous surge in demand generated on results day. The new UCAS storm service, provisioned and delivered by Content Guru and Vodafone, seamlessly managed exceptional levels of inbound contact from prospective students, in a year that saw major changes made to A-Level examinations.
The storm cloud model means that UCAS can now fulfil this obligation without requiring expensive on-premises equipment that would only be used to its full capacity for a few days of the year. The solution provides UCAS with real-time Management Information, allowing the team to view and analyse performance throughout the day, routing each contact to the best available agent or information service through fully customisable IVR options.
Read the full press release on the Vodafone website.