Case Study : King’s College London
Content Guru deployed its mass-scale cloud communications integration™ platform, storm, to overlay King’s College London’s existing communications infrastructure. storm provided a cloud buffer, automatically scaling to handle any volume of enquiries before they hit the College’s confirmations line. Because of the platform’s licensing model, King’s was charged only for its actual use of the service, with no requirement to continue to pay for surplus capacity throughout the year. Excess calls overflowed to groups of contingency agents which had been configured on the platform, helping the contact center to successfully answer 99% of enquiries.
“A-level results day represents our contact centre’s busiest time in the academic calendar. We can receive up to a thousand student enquiries within the space of an hour, which in a typical year outstrips the capabilities of our on-premise infrastructure.
“In 2014, storm helped us to better meet this challenge. Its effectively unlimited capacity for contact handling, with vast numbers of simultaneous enquiries queued in the cloud, enabled us to automatically scale up our contact centre’s capacity and address the excess traffic. Furthermore, the College only paid for the actual capacity it used; we were thus able to respond to 99% of enquiries whilst comfortably staying within budget.”
Barry Malet, Project Manager, King’s College London
storm® functionality to handle calls more efficiently, reducing the number of unanswered calls to less than 0.7%.
When all agents and contingency agents were busy, calls were queued on the storm platform. Automated prompts advised callers of their places in the queue and estimated wait times.
Real-time & historical reporting dashboards enabled administrators to monitor key metrics, such as queue size and call count, providing valuable data for scaling services.
storm enabled King’s to leverage the platform’s massive cloud-based capacity for just one month during the busy exam results period. storm agents used a standard desktop browser and leveraged existing handsets to access the service.