SCM21-015 - CONTACT CENTRE AS A SERVICE

To more effectively manage customer demand and increase satisfaction and conversion rates, NAIT has determined that the existing hybrid multi-channel Contact Centre (CC) Solution is inadequate to suit the organization's current and future needs. As such, NAIT seeks to replace the current system with a cloud-hosted Contact Centre as a Service (CCaaS) solution. This agreement will be for three years, plus two one-year options.

Current State
The current Solution supports three communication mediums (voice, email, and webchat). The CC voice channel is provided via on-premise deployments of Cisco UCC Express and the Cisco Unified Communications system. The email and webchat channels are provided via ServiceNow.

Three business units make use of the CC; Continuing Education (ConEd), Information & Technology Services (ITS), and the Student Service Centre (SSC). The total number of agents and supervisors across all three business units is 39 and 6, with some agents only required during burst periods. Agents utilize both hard and softphones and work both onsite and remotely.

Interaction Type Average (per month) Peak (per month)
Voice 120,000 minutes 170,000 minutes (September)
Emails 12,000 17,000
Webchat 1000 2000
Table 1: Contact Centre Interactions by communication channel over the 12 months.
Future State
The NAIT business units utilizing the CC do not anticipate increases in staffing levels and, as a result, will increasingly look to technology solutions to satisfy customer inquiries. Further, the customer demographic demands less traditional communication methods (e.g. voice) and more self-service options. Furthermore, the new CC should enable the business unit to affect changes with little or no direct IT involvement (e.g. prompts, FAQ, reports, agent skills) and provide real-time information to CC agents and supervisors concerning the evolving needs of its customers.

It is also expected that by the time the CCaaS Solution is implemented that NAIT will have deployed a new CRM solution for at least one of the CC enabled business units requiring direct integration. Refer to 14 Appendix D – Integration Scenarios for further details concerning expectations concerning the integration between CRM/ITSM applications and the CCaaS Solution.