Galdon Data, a local IT services company and provider of AVST’s CallXpress, has implemented a state-of-the-art interactive voice response (IVR) telephone enquiry system at Nelson Mandela Metropolitan University that enables students to obtain information 24 hours a day, 365 days a year. The solution also allows students to have the information faxed to them anywhere in the world.
According to Galdon Data regional manager Uwin Young, students can now obtain important information within minutes by merely pushing a few buttons on a telephone and following some voice prompts.
“The system is now also linked to the University’s Rightfax system which means the information can be faxed to the student or a prospective employer within seconds.”
The service includes obtaining exam and test results, information on application enquiries, exam timetables, academic history, account status as well as other general information.
The IVR system has proved to be an effective method of acquiring up-to-date information. The information is readily available once the student has entered a student or reference number and some other personal information.
“CallXpress offers sophisticated IVR technologies to help take customer service to new levels, by enabling ones database to read or fax information on demand. Customers can dial in and get the information they need, when they need it, without waiting or holding, allowing employees to focus on more productive tasks,” he adds.
The service is becoming increasingly more popular as students become aware of the benefits and ease-of-use. A recent study shows that from a student body of approximately 24 000 students across seven campuses, more than 10 500 students used the service to obtain their exam results.
Galdon Data MD Garry Ackerman says CallXpress can help organisations improve customer satisfaction and increase efficiency. “With all message types presented in a single inbox, CallXpress cuts message management time by 50% to 70%.”
“Our unique skill of understanding telephony, PBX integration and IVR technologies enables us to bridge the gap between telecommunications (PBX), IT infrastructure and messaging,” he adds.
The system was recently upgraded with funds received from the Department of Education and as a result, all student records from the former PE Campus of Vista University and University of Port Elizabeth were added to the system.