Case Study: Willamette Education Service District achieves faster call resolution and reduced wait times with Enghouse Interactive

Improved Caller Service and Operator Productivity

Willamette Education Service District, which handles more than 9,000 telephone calls a day for 21 school districts and 900 staff, was finding its three switchboard operators unable to deliver consistent, efficient service after Cisco’s attendant consoles proved insufficient and neared end-of-life. To future‑proof its telephony and improve call handling, Willamette selected Enghouse Interactive’s Arc Pro for Cisco (Arc operator consoles).

Enghouse Interactive deployed Arc consoles at two main sites, integrating with Cisco CallManager and Willamette’s corporate directory to provide presence indicators, fast contact search, alternative contact routing and an advanced queuing engine. The Arc solution delivered faster call processing, reduced call‑waiting times and a dramatic increase in callers being transferred correctly on first contact, boosting operator productivity and overall customer service for Willamette Education Service District.

Willamette Education Service District

Scott Voll

Voice / Network Operations Supervisor