University of Sharjah opts for IP telephony to boost communications and customer service approach

The University also plans to enhance relations with existing and potential students and their families through a contact center, also powered by Avaya technology, which will facilitate enquiries about curriculum, degrees, and other key information about Sharjah's leading educational institution.

IP telephony is a software-based technology that uses voice through the Internet protocol (VoIP) to transmit voice and data through a computer network. This innovative technology includes features such as: call forwarding, teleconferencing and voice messaging, among other applications, enhancing telecommunications networks capacity and cutting down costs.

"One of the primary reasons that the University of Sharjah is opting for IP telephony is the mobility that it delivers" commented Dr. Mostepha Belmihoub, IT Director at the University.

"The advanced connectivity and mobility services offered, such as Avaya software phones installed on laptops, have the functionality of an office phone wherever they are in the University wired and wireless network. Also, the existing system has been upgraded so that voice and fax messaging can be accessible through email. IP telephony delivers on that promise of mobility while making our communications network more secure and less costly and easier to operate."

The Avaya IP telephony is being rolled out across the University of Sharjah's existing thirteen colleges offering 62 undergraduate and graduate degrees in various fields including the most recently-established schools of medicine, pharmacy and dentistry.

The University of Sharjah's new contact center will also enable the higher learning institute to more intelligently manage the hundreds of calls it receives every day from existing and potential students and their families. Agents will be equipped with the latest information about the University degrees and programs, and can proactively meet customer demands through telephone and email communication.

"The UAE's education sector is witnessing explosive growth, not only in the number of students seeking undergraduate degrees, but also in professionals working part-time toward postgraduate studies," commented Nidal Abou Ltaif, managing director, Avaya Middle East & North Africa. "The University of Sharjah, which has already embraced initiative like e-learning, is taking advantage of the mobility and cost-saving benefits of IP telephony and a customer contact center to solidify its growth into its next ten years of operation."

Avaya silver-certified partner EMW has implemented the IP telephony and contact center solutions at the University of Sharjah campus. A leading provider of Avaya solutions, EMW also counts prominent organizations such as Showtime and Paris Gallery as customers it serves on behalf of Avaya.