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Willamette Educational Services District Improves Service and Productivity

Today, Arc Solutions announced that Willamette Educational Services District (WESD) has selected Arc Solutions to improve the call answering service that it provides to local school districts. Willamette Educational Services District is one of 20 education service districts serving Oregon’s 36 counties, and aims to provide high quality and cost effective services to the districts that it services.

Servicing 21 districts with 79,000 K-12 students and their families, WESD also operates as the administrative agent for more than 40 state and federal projects. The organization receives over 9,000 telephone calls each day, which are handled by three telephone operators. The operators were struggling to provide efficient and consistent service to the districts and WESD’s 900 staff. Following the upgrade of WESD’s Cisco telephony system, the legacy operator system was replaced with Cisco Attendant Consoles. However, it quickly became clear that the operators required more functionality than the consoles could provide in order to reduce wait times and improve service.

WESD is committed to providing exceptional service to all callers, so improving the switchboard systems was a high priority when they re-examined their call handling solution. With the end-of-life nearing for their Cisco Attendant Console, WESD sought a future-proofed, feature-rich operator console with a proven pedigree on Cisco systems. WESD selected Arc Premium operator consoles from Arc Solutions for their extensive functionality and integration with Cisco Unified Communications platforms.

“We were immediately impressed with the functionality of the Arc consoles which exceeded those of our legacy system by some margin. Since we deployed Arc Premium consoles there has been a dramatic improvement in the number of callers being put through to the right contacts, first time. As a result, calls are being processed faster and call-waiting time has been reduced – which is great both for our customers and our receptionists.”

– Scott Voll, Voice / Network Operations Supervisor, at WESD

To learn more about the Arc operator console deployment at Willamette Educational Services District, view the press release or read the Willamette Educational Services District case study.

Published in Cisco