The University :
Manipal Academy of Higher Education is synonymous with excellence in higher education. Over 28,000 students from 57 different nations learn, learn and play in the sprawling University town, nestled on a plateau in Karnataka’s Udupi district.
The Challenge :
The admission process is a massive exercise with thousands of incoming and outgoing calls. It requires perfect coordination of University admission team with admission executives.
The university thought outsourcing the call centre operations was the best option. But this created more problems than it solved. With multiple locations for server, admission department and call centre agents coordination became a major hurdle. Huge gaps in integrating university server with call centre server increased delay and reduced efficiency.
The university finally decided to scrap the outsourced option and had some difficult target date to migrate to inhouse.
The Tevatel Solution:
A Hybrid solution integrating DOOCTI on cloud with university’s in house Student Management Software. Quick and seamless synchronization of data server with voice server.
The Impact :
- 30% cost saving on Manpower and server cost
- 100% data synchronization with in house SRM
- Saving of time for full project go live.
- 0% delay in data and call flow
- Bug free functioning of call center.
