Cisco Cisco Unified Contact Center Express 10.0(1) 情報ガイド
Solution
. Building on the existing Cisco Borderless Network Architecture (routing,
switching, and security components), this approach allowed BNU to develop an
investment plan that helped ensure interoperability with its campus network and
existing assets, while introducing new capabilities for providing:
investment plan that helped ensure interoperability with its campus network and
existing assets, while introducing new capabilities for providing:
•
Highly secure and reliable access to people, information, and tools
anytime, anyplace
anytime, anyplace
•
Consistent user experience on any device
•
Delivery of any content type: video, voice, and data for immersive interaction
As part of an 18-month project, the university implemented the Cisco architecture and
consolidated from three to two campuses: High Wycombe – a set of eight buildings
that make up the main campus, halls of residence, and student village; and Uxbridge
– a brand new site, which includes seminar rooms, research and skills labs, and a
learning resource centre.
consolidated from three to two campuses: High Wycombe – a set of eight buildings
that make up the main campus, halls of residence, and student village; and Uxbridge
– a brand new site, which includes seminar rooms, research and skills labs, and a
learning resource centre.
“Using Cisco’s architectural approach, we’ve effectively created classrooms without
walls by embedding mobility services and collaborative applications deep into the
campus fabric,” says Jamie Bateman, head of IT, Buckinghamshire New University.
walls by embedding mobility services and collaborative applications deep into the
campus fabric,” says Jamie Bateman, head of IT, Buckinghamshire New University.
The introduction of a Cisco wireless infrastructure has provided faculty staff and
students, whether they are at High Wycombe or Uxbridge, with a single platform
from which they can instantly access information and learning tools. The solution,
comprising centrally managed Cisco wireless controllers and over 180 wireless
access points, provides a highly consistent and secure roaming experience.
students, whether they are at High Wycombe or Uxbridge, with a single platform
from which they can instantly access information and learning tools. The solution,
comprising centrally managed Cisco wireless controllers and over 180 wireless
access points, provides a highly consistent and secure roaming experience.
Building on this wireless foundation, BNU has created new opportunities to
collaborate with a suite of integrated
collaborate with a suite of integrated
In the past, isolated private branch exchange (PBX) systems made it difficult to
transfer calls, or to leave messages between campuses. Now one unified system
allows staff to manage all their communications from one screen. Even voicemails
left on a person’s Cisco IP phone are automatically forwarded as an email to his or
her PC. The result is faster response times to student or staff enquiries.
transfer calls, or to leave messages between campuses. Now one unified system
allows staff to manage all their communications from one screen. Even voicemails
left on a person’s Cisco IP phone are automatically forwarded as an email to his or
her PC. The result is faster response times to student or staff enquiries.
As calls between the two sites travel across the campus network, rather than the
public switched telephone network, BNU also saves significant money on its
telephone bill. Using Cisco Contact Center Express, the system has also been
designed to help manage internal IT help desk enquiries and calls from the outside
world. This is particularly challenging during the seasonal peaks. For BNU, like most
universities, these peaks tend to coincide with enrolment programmes that generate
over 25,000 calls every year from new students. “We have all the functionality of a
contact centre without any of the overheads, says Bateman. “We can use skills-based
routing to streamline enquiries, or push a few buttons on our Cisco IP phones, look up
contact details in the corporate directory, and simply transfer calls.”
public switched telephone network, BNU also saves significant money on its
telephone bill. Using Cisco Contact Center Express, the system has also been
designed to help manage internal IT help desk enquiries and calls from the outside
world. This is particularly challenging during the seasonal peaks. For BNU, like most
universities, these peaks tend to coincide with enrolment programmes that generate
over 25,000 calls every year from new students. “We have all the functionality of a
contact centre without any of the overheads, says Bateman. “We can use skills-based
routing to streamline enquiries, or push a few buttons on our Cisco IP phones, look up
contact details in the corporate directory, and simply transfer calls.”
Injecting rich, interactive multimedia into campus life is another important part of this
holistic IT approach. Challenged by physical space limitations at the Uxbridge site,
BNU implemented
holistic IT approach. Challenged by physical space limitations at the Uxbridge site,
BNU implemented
™, initially as an alternative to face-to-face lectures.
The web-conferencing solution allows students and lecturers to join meetings from
any computer with an Internet connection, as well as from most smart phones. Calls
are free for participants, whether they phone in, or choose the callback option. Core
material previously delivered in lectures is recorded in the meeting room. Students are
then able to access this at a time and place convenient to them.
any computer with an Internet connection, as well as from most smart phones. Calls
are free for participants, whether they phone in, or choose the callback option. Core
material previously delivered in lectures is recorded in the meeting room. Students are
then able to access this at a time and place convenient to them.
Trevor Nicholls
Pro Vice Chancellor
Buckinghamshire New University
Pro Vice Chancellor
Buckinghamshire New University
Customer Case Study
© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.
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