UAE Education Ministry upgrades call centre
Abu Dhabi, July 15, 2013
The UAE Ministry of Education has launched an enhanced version of its call centre featuring key Microsoft technologies to further enhance communications with students, parents and employees.
The ministry has been intensifying efforts to undertake major projects to optimise its service to students and parents, since the allocation of Dh9.9 billion ($2.7 billion) or 22 per cent of the 2013 UAE federal budget for the education sector.
Link Development, a leading provider of integrated technology solutions across the region, and the implementer of the call centre solutions, said its solution comprises two parts - automated voice services and call centre services.
The new automated voice services is built on the powerful LYNC Server 2012 unified communications architecture, through which students will be able to register online and access services such as academic performance updates, besides details of school location, phone numbers and contacts, enrollment programmes and ministry information, it said.
The services will be integrated with the ministry’s systems to offer call centre services via interactive voice response (IVR) in both English and Arabic on a 24/7 basis.
The call centre services, on the other hand, will provide call centre agents with an efficient customer management relationship solution based on Microsoft Dynamics CRM and a voice solution powered by LYNC Server 2013, said its statement.
“The service enhancements we are delivering for the UAE Ministry of Education’s call centre are part of an ongoing partnership aimed at establishing optimal communication lines between the ministry and the public. Using leading Microsoft technologies and our integration capabilities we have equipped the call centre with elements vital to clear, secure and timely interaction with students, parents and employees,” said Mohamed Abd El-Aziz, UAE sales manager.
While the first phase of the project is focused on offering services to the students and their parents, the second phase of the project will enable the ministry employees to use voice services to issue any needed papers like HR letters and pay slips, it added. - TradeArabia News Service