Organizational Overview  

A leading education institution in Singapore, this organization is renowned for its hands-on learning approach and emphasis on real-world problem solving. Offering diploma courses across disciplines such as engineering, IT, life sciences, sports, hospitality, and the arts, it prepares students to meet the evolving demands of modern industries. The institution’s focus on innovation and technology-enabled education ensures a high-quality learning experience for its diverse student population. 

Challenges

As part of its digital transformation efforts, the institution faced several challenges in managing its support operations and communication infrastructure: 

• Aging Telephony Infrastructure: The existing on-premises telephony system was outdated, limiting flexibility and requiring substantial effort for upkeep and scalability. 

• Fragmented Case Management: Although a Case Management System (CMS) was in place, its effectiveness was restricted by a lack of seamless integration with the communication channels. 

• Limited Omnichannel Capabilities: The absence of a fully integrated communication solution across digital platforms hindered responsive and efficient student and stakeholder engagement. 

• Operational Support Gaps: Ongoing support and maintenance were needed to ensure consistent performance and uptime of the existing CMS and telephony infrastructure. 

Solution Proposed

To address these challenges, a comprehensive solution was proposed and implemented, combining support, modernization, and integration to boost operational efficiency and user experience: 

• CMS Maintenance and Support: Continued support for the existing Microsoft Dynamics 365-based Case Management System (CMS), hosted securely on Microsoft Azure Cloud. 

• Cloud-based Telephony Integration: Deployment of a new cloud-hosted telephony system tightly integrated with the CMS, enabling a unified communication experience across teams. 

• Omnichannel Readiness: The integrated system is built to support future expansion into other channels like social media and messaging apps, offering the flexibility to scale outreach as needed. 

• AI-driven Enhancements: The new setup incorporates advanced features such as topic clustering, call insights, and agent performance summaries to enable smarter case handling and decision-making. 

Benefits

• Improved Operational Continuity: Reliable support and maintenance ensure consistent performance of mission-critical systems. 

• Seamless Communication Integration: Integration of the telephony system with the CMS enables efficient case handling and reduces response times. 

• Enhanced Engagement Channels: The enhanced system supports a future-ready omnichannel communication framework, allowing the institution to engage with students and stakeholders across preferred platforms. 

• AI-powered Insights: Features like topic clustering and agent optimization provide actionable insights, improving service quality and internal processes. 

• Scalability and Flexibility: The cloud-based infrastructure ensures that the institution can adapt and scale its operations as needed, without being constrained by legacy systems. 

Conclusion  

An educational institution in Singapore set out to modernize its communication and support infrastructure to better serve students and stakeholders. By maintaining and enhancing its existing Case Management System and deploying a cloud-based telephony solution integrated into the platform, the institution unlocked greater flexibility, efficiency, and insight-driven operations. The solution’s readiness for omnichannel expansion and AI-driven features empowers the institution to future-proof its support ecosystem and continue delivering exceptional service in line with its academic mission.