Republic Polytechnic (RP) is a post-secondary education institution and a statutory board under the purview of the Ministry of Education in Singapore. RP has seven schools offering courses in Applied Science, Engineering, Management and Communication, Hospitality, Infocomm, Sports, Health & Leisure, and Technology for the Arts. RP is the first educational institution in Singapore to leverage the Problem-based Learning approach for all its diploma programs. Since its inception in 2002, Republic Polytechnic (RP) has been at the forefront of introducing new and better ways to transform higher learning, inspiring students to achieve outstanding accomplishments that go beyond academics.
About Total eBiz Solutions Pte Ltd (TeBS)
Total eBiz Solutions has been a Microsoft Gold Partner with experience in managing and delivering complex project to its Government and Commercial sector clients (Ngee Ann Polytechnic, National Arts Council, NTU, SUSS, IHL’s, NParks, Singapore Academy of Law, Singapore National Employers Federation, TUAS Power, St Luke’s Hospital, Public Utilities Board,). Our Digital Transformation Service offerings encompass a wide range of technology expertise, covering implementation, support, and maintenance services.
Problem Statement
RP was using multiple systems to manage On-Premises telephony contact centre system which includes Cisco, Dynamics 365 with integration with multiple internal systems. Major challenges RP facing was that its agents have to work on multiple applications to complete their tasks. They also have a challenge in managing On-Premises infrastructures for contact centre.
Solution Provided to RP
TeBS has proposed a next-gen cloud contact centre to manage end to end operations of RP. It enables RP to utilize AI based suggestion on routing, skill-based setup, real time transcription, sentiment analysis and many other AI features. This system also helps RP in providing Omnichannel setup which includes Live chat, intelligent bot, social messenger communication along with voice call. TeBS is proud to be first vendor to implement next generation Microsoft Omnichannel contact centre system in the whole of South-East Asia.
Advantages to RP
- Reduced deployment time: Proposed solution involves integrating an additional channel into RP’s existing Omnichannel solution
- Minimum disruption: The user interface for RP agents will remain the same as the one they are currently using
- Seamless upgrade cycle: Advantages of a single system results in the elimination of multiple system upgrades at different times and reduced issues during system upgrades/ updates/ fixes
- Futuristic solution: Proposed solution can be enhanced by embedding other channels such as social media, Messenger etc which RP can enable if required
TeBS Winning Formulae
- TeBS understand RP’s needs fully and proposed an integrated solution with only single transition of the current system including CRM and Telephony System.
- Thorough business understanding, consultative approach and strong customer engagement, hand in hand with deep technical knowledge resulted in a successful outcome.
