BCU partners with Exponential-e on cloud-based platform supporting student engagement and service experience
Birmingham City University (BCU) is upgrading its telephony, contact centre and service operations to improve the student engagement and user experience.
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The new cloud-based contact centre environment promises to enhance staff productivity, improve student interactions and support the university’s wider 2030 strategy to create inclusive opportunity, social mobility and community-focused outcomes.
BCU has partnered with Exponential-e, specialists in cloud, connectivity, communications and cyber security, to deliver the unified communications (UC) platform. A three-year contract (with an option for a two-year extension) was signed in September but the partners are now finalising the delivery schedule, aimong to minimise disruption by aligning development work to downtime in the academic year.
The project will replace the siloed legacy systems on-premises and transition BCU to a fully managed, cloud-based service model. The result will be a single, robust communications ecosystem focused on omnichannel engagement, including WhatsApp, to provide students with a more flexible and accessible ways to engage with the university.
In making the transition, Exponential-e will implement four core components: an Azure cloud environment; Microsoft Teams-based telephony; Five9’s cloud Contact Centre as a Service (CCaaS) solution; and a new university-wide switchboard. By removing on-site infrastructure and adopting the managed services model, BCU will be able to run its contact centres and wider communications estate in a more resilient, scalable and cohesive way.
The project has been procured through the Crown Commercial Services (CCS) framework.
Matt Peers, Senior Project Manager at Birmingham City University, says: ‘As an institution committed to inclusion, opportunity, and prosperity, it’s essential that every interaction is accessible, responsive and positive. This project allows us to bring multiple communication environments together into a single, modern ecosystem.
‘Not only will it streamline workflows and improve visibility across teams, it will also enhance the experience for students, whether they’re contacting us during clearing for the first time, accessing welfare support, or seeking help from our IT teams. It was important we found a partner that had technical excellence as well as sector expertise. Exponential-e has been knowledgeable, professional and flexible throughout the process, and we look forward to a long-term partnership.’
Afshin Attari, Senior Director of Public Sector at Exponential-e, adds: ‘We are delighted to support Birmingham City University as it modernises its communication and service infrastructure. By combining Teams telephony, Five9’s intelligent contact centre technology, and Exponential-e’s managed service model, we’re helping BCU deliver a resilient, flexible platform that supports student-centred service delivery.’
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