Universities are facing ever-increasing demands from students and staff across all communications channels. Existing university communications infrastructure is typically limited, and information is isolated creating widespread inefficiency, whilst budgetary constraints restrict the purchase of new on-site equipment and the hiring of staff to handle spikes in call traffic.

King’s College London has an international reputation for academic excellence. Ten students apply for every available place, with those who fail to achieve their predicted results creating space for other candidates. On A level results day, the university is inundated with calls from students eager to find out whether they have secured their conditional offers and accommodation, or if they can qualify through Clearing. King’s could comfortably meet demand throughout the rest of the year, but became overwhelmed at peak times, unable to provide all applicants with a prompt and professional response.

storm® implemented intelligent Automated Contact Distribution (iACD) to route callers to the correct agent, enabling administrators to monitor and analyse all real-time and historical call data. The platform scales to handle the enormous demand in contact on A level results day, with King’s only paying for the surplus used.

“A level results day represents our contact center’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 center’s capacity and address the excess traffic. Furthermore, the university 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

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