Enhanced Telephony Processing System (ETPS)

University faculties and administrative services can now take advantage of an Enhanced Telephony Processing System (ETPS) which streamlines and improves the management and handling of customer telephone calls.

The ETPS serves as the first point of contact to handle staff and student enquiries.

The system routes telephone queries to the appropriate service centre, ensuring fast and efficient call processing leading to improved customer delivery outcomes, and higher customer satisfaction.

What the ETPS can deliver

Using the ETPS is a cost-effective way of taking advantage of a state-of-the-art telephone call centre.

It provides you with all the benefits of advanced call routing, traffic monitoring and reporting, without the headaches of maintaining a stand-alone system, or a system that is no longer supported. It tracks and retrieves calls and takes messages, and can handle multiple work flows.

Staff training and practice sessions are included when you decide on the ETPS. All service centre staff can use the one system, allowing flexibility in staffing and in peak times. No specialised knowledge base is required.

The infrastructure is provided and supported by ITS. They will maintain and upgrade to meet increased capacity and supervise the system for you. If you wish to use this service you will need to analyse and assess your requirements based on your current phone call traffic on a daily/weekly/monthly/yearly basis and related work flow statistics and future needs. Such an assessment will require the skills of a business analyst that the department requiring the service will need to engage for the purpose. For a quoted fee the vendor can then apply the right system configuration to best satisfy your requirements.

Potential Benefits of the ETPS

Improved customer service

• More efficient access to information and advice for customers. Customers reach one access point which is then routed to the correct service centre eliminating unnecessary transfers.
• Efficient routing means customers are directed to the most skilled resource, thus improving the quality of information.
• Staff can help more customers each day, decreasing wait times.
• Save staff time through automation of common information enquiries.
• Scheduled announcements, including holidays, after hours.
• Automatically call back callers that abandoned while waiting.

Increased productivity

• Calls are routed through the central call centre facility, before reaching your service desk. This means less likelihood of receiving wrong calls and saving time to spend on real calls.
• Copes with unexpected increases in call volumes that could arise from unpredictable crisis or emergency situations.
• Advanced monitoring system allows you to use your staff and time more effectively.
• PC displays and wall boards showing call queues.
• Historical reports, including individual call trace.

Management and reporting

• System provides standard management reports with flexibility to provide customised reports.
• Monitors call volumes, response times, abandoned calls and traffic patterns
• Perform call management and scheduling facilities.

Faculties / departments seeking access for their own Service Desks

Due to impending changes in the voice infrastructure from PABX to IP telephony, the current ETPS system cannot be expanded further to include new service desks. ITS are presently evaluating ETPS systems that will be compatible with our future IP telephony infrastructure.

Faculties and Departments can log a HEAT request defining the business requirements in relation to the management of phone enquiries from students and staff. If their business needs cannot be facilitated with available telephony infrastructure and requires an ETPS system, the faculty will be given the option to put their project request on hold.

When an IP Telephony compatible service is available, the request can then be re-assessed and the department contacted to commence ETPS project feasibility.

Proposed ETPS Management