Public Sector Success Story | Columbus State Community College

Columbus State Community College harnesses the cloud to transform their IT Support

With an OpenScape Cloud Contact Center solution from Unify, Columbus State Community College transformed its delivery of technical support and help desk services to staff and students.

Task

The IT Support Contact Center at Columbus State Community College is a busy place. Supporting the computer technology needs of 25,000 college students, faculty and staff at one of the largest community colleges in the United States is no small task.

With their IT Support Center handling both walkin support as well as phone support, the department needed to bring in additional resources to handle the demand. However, hiring additional support agents was not an option. To keep up with the growing demand for services, something had to be done.

Solution

Columbus State Community College turned to Unify’s OpenScape Cloud Contact Center to meet the needs of the college’s IT Support Center. The cloud-based solution meant there was no need to buy, maintain or upgrade hardware. The flexibility offered by the cloud solution enabled Columbus State to incorporate additional computer technicians from other locations across campus increasing the number of available agents while also enabling additional services.

Benefits

Columbus State Community College was able to improve employee morale and leverage its existing workforce far more efficiently. The OpenScape Cloud Contact Center solution from Unify enabled the organization to:

  • Implement a solution quickly with no new hardware, software, or large cash-outlay
  • Reduce call abandon rates from 21.9 percent to 5.45 percent and increase first call resolution rates
  • Add remote workers to improve efficiency, cut costs and improve customer service
  • Offer new services to faculty and students without increasing personnel costs

Download the full Columbus State Community College Success Story PDF

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