Higher Colleges of
Technology (HCT)
Founded in 1988, the Higher Colleges of Technology (HCT) is the UAE’s largest applied higher educational institution with Approximately 23,000 students attend 16 men’s and women’s campuses in Abu Dhabi, Al Ain, Al Dhafra region, Dubai, Sharjah, Ras Al Khaimah and Fujairah. Higher Colleges of Technology required a unified contact center to connect all of their colleges in UAE to provide services using multiple channels (telephone, email, chat, fax, etc.) to handle calls for Student, faculty, staff and other external users.
Introduction:
• Title : Unified Omni Channel Contact Center
• Agenda :A strategic focus towards University core services.
• Improve the services by implementing a single point of contact for all type of HCT services.
• Voice Channel – Setup the Inbound and Outbound calls for HCT number - 80069428
• Email – Setup the Email Management System for HCT Email - 800myhct@hct.ac.ae
• Web Chat – Setup the webchat from HCT website - http://www.hct.ac.ae/
• IVR Design – Designed and implemented the complete IVR flow for HCT
• Ticketing System – Designed and Implemented Ticketing system for HCT with Agreed SLA
•CRM Integration – Integrated the Ticketing system and Avaya ACCS with CRM
