UAE Ministry of Education unveils enhanced Microsoft-powered Call Center

The UAE Ministry of Education has launched an enhanced version of its dedicated Call Center featuring key Microsoft technologies that will further enhance communications with students, parents and employees.

Ever since the allocation of AED 9.9 billion or 22 per cent of the 2013 UAE federal budget for the education sector, the Ministry has been intensifying efforts to undertake major projects aimed at optimizing its services to students and parents. The Ministry’s focus on nurturing a highly modern educational system for the Emirates – as embodied by a technology-fortified Call Center – complements government-wide efforts to deliver the best and most developed services to citizens and residents.

LINK Development, a leading provider of integrated technology solutions across the Middle East, Africa and the Gulf, and the implementer of the Call Center solutions, explains that its Call Center solution comprises two parts, Automated Voice Services and Call Center Services.

The new Automated Voice Services is built on the powerful LYNC Server 2013 unified communications architecture. Through the platform students will be able to register online and access services such as academic performance updates. Students and parents will also be able to get important details such as school location, phone numbers and contacts, enrollment programs and Ministry information. The Automated Voice Services will be integrated with the Ministry’s systems to offer Call Center services via Interactive Voice Response (IVR) in both English and Arabic on a 24/7 basis.

The Call Center Services, on the other hand, will provide Call Center Agents with an efficient Customer Management Relationship solution based on Microsoft Dynamics CRM and a Voice solution powered by LYNC Server 2013. Through fully integrating the LYNC server with Dynamics CRM the solution will enable Call Center Agents to work seamlessly between LYNC and CRM solutions, cutting down on the time it takes to find the correct information and respond to incoming requests and inquiries hence maximizing their efficiency, productivity and improving customer satisfaction. In addition, Call Center Supervisors will be able to track all activities through monitoring screens and Call Recordings to ensure the services are constantly delivered according to the high level of quality the Ministry is always seeking to offer to its clients.

“The service enhancements we are delivering for the UAE Ministry of Education’s Call Center are part of an ongoing partnership aimed at establishing optimal communication lines between the Ministry and the public. Using leading Microsoft technologies and our integration capabilities we have equipped the Call Center with elements vital to clear, secure and timely interaction with students, parents and employees,” said Mohamed Abd El-Aziz, UAE Sales Manager, LINK Development.

While the 1st phase of the project is focused on offering services to the students and their parents, the 2nd phase of the project will enable the ministry employees to use the voice services to issue any needed papers like HR Letters, Pay slips…etc.

As Microsoft Gold Certified Partner – the highest level of partner certification from Microsoft – LINK Development is a trusted provider of Microsoft-enabled technology solutions across its global markets. LINK Development is headquartered in Egypt and has been operating in the UAE for more than 10 years. Its service portfolio covers internet & intranet portals, e-services automation, e-commerce, enterprise integration, Microsoft Dynamics CRM & ERP, mobile-based solutions, and infrastructure solutions.